FAQs
- Where are you based?
Velour Garments was born and still remains in Barcelona, Spain, where through a network of small family business and textile artisans we stand for local craftsmanship.
- What materials do you use?
Most of our products are made out of 100% organic cotton, which is developed and milled locally by ourselves ensuring that it meets all quality and sustainability standards in accordance with current European regulations.
- How should I wash your products?
Being 100% Organic Cotton, we always recommend to wash every single garment at cold temperatures (Anywhere between 20ºC and 30ºC) selecting a gentle cycle on your washing machine and using softener soap in order to maintain the fabric's properties. Once washed, please avoid machine / tumble drying and let your garments line-dry naturally.
- What is the process behind each product?
After weaving and knitting the raw cotton threads and turning them into fabric rolls, they are checked one by one and then sent to the workshop where we hand-cut each and every one of the pieces that make up the pattern of the garment.
Once cut, all the pieces are individually put together in the sewing atelier by experienced seamstresses, in order to be later taken to the dyeing laboratory, where through a natural dyeing process we achieve the final color result and get rid of all possible imperfections.
The final steps are the quality check, where we inspect every garment, followed by the ironing and packaging processes prior to its shipping to you.
- What does 'GSM' mean?
At Velour Garments we categorize our products on the basis of their grammage (GSM) which stands for ‘Grams per Square Meter’, which refers to the weight of a fabric. In general, the higher a fabric's GSM, the thicker and heavier it's likely to be.
- WHAT IS THE DIFFERENCE BETWEEN 450 GSM & 600 GSM?
The main difference between those two fabrics is in the way they are weaved and knitted.
While the 450 GSM is knitted diagonally offering a soft touch on the outer layer, and a fully brushed fleece lining, the 600 GSM is woven vertically creating this raw feeling on the outside and featuring a looped french terry inner side.
- WHERE DO YOU SHIP FROM AND HOW LONG DOES SHIPPING TAKE?
We currently ship all our orders from Barcelona, Spain.
After receiving the order confirmation, it takes around 1 to 5 business days for our team to process and assemble the package at our fulfillment center. Once shipped, delivery times are usually within 24-72h Worldwide through UPS / DHL / FedEx Express.
- WILL I BE CHARGED ANY CUSTOMS FEES?
Only when ordering from outside the European Union, there’s a slight possibility that your country's borders will stop the package and charge you with import duties, especially in the United Kingdom. This normally happens on orders above 150€ and we have no control over it as sometimes it can be totally random and unpredictable.
- HOW OFTEN DO YOUR PRODUCTS RESTOCK?
We restock multiple products every Friday at 22:00h GMT+2 (Spain Time Zone).
In order to know exactly what products we are restocking please make sure to stay tuned to our social media. You will find the links to our Instagram and Discord channels at our website’s footer.
If you are looking for a specific product / size to be restocked, you can currently apply for an email restock notification directly inside that product page. You will be the first to know whenever we restock it.
- I HAVE AN ISSUE WITH MY ORDER, CAN YOU HELP ME?
Feel free to get in touch with our customer service through support@velourgarments.com and we will be happy to assist you on any possible issues that may arise regarding your order. Our reply turnaround time is from 24h to 72h during business days only.
- CAN I RETURN MY ORDER?
We hope you are satisfied with your order, however, if you want to proceed with a return, we have now integrated a new system to make it easier and improve the customer experience.
Please go to https://go.ifreturns.com/es/velourgarments to start the return process.
Once you have completed it, you will receive all the information through the provided email address.
If you still have questions regarding our return process please contact us through support@velourgarments.com
- MY ORDER IS MARKED AS DELIVERED BUT I HAVEN’T RECEIVED IT, WHAT SHOULD I DO?
We do highly recommend you to get in touch with the shipping company in order to know more details regarding the exact location of the delivery. If they fail to help you, please get in touch with our support team through support@velourgarments.com and we will try to assist you with it although we do not take any responsibility for lost or stolen packages.
- DO YOU OFFER WHOLESALE PRICES?
Yes. We do provide artists, creatives and any kind of clothing project with a wide range of garment customization services and textile solutions in order to bring their ideas to life from anywhere in the world, with the peace of mind of having a professional team behind constantly monitoring the entire process of creation, helping with updates, assistance and guidance through all the steps.
Feel free to get in touch with our wholesale team through bulk@velourgarments.com and we will guide you through the process.
- WHAT IS 'ROUTE: PACKAGE PROTECTION' ?
Route is an optional service we do offer during checkout that provides you with a complete package protection just in the off-chance your order suffers any incidence during transit, from package loss to damages such as holes, scratches or even stains. With this insurance, you will be able to choose between a full refund of your goods or a free replacement getting in touch directly through here .
- WHICH PAYMENT METHODS DO YOU TAKE?
Although we are currently working on incorporating more payment methods, here are some of the payment providers that you can use now:
- Credit Card
- PayPal
- Apple Pay
- Klarna
- Shop Pay
- Revolut
For any further questions, doubts or inquiries regarding our project please make sure to get in touch with our team through our customer support email at support@velourgarments.com
Thank you