FAQs

We've compiled a list of common questions to help you find answers quickly. If you can't find what you're looking for, please don' hesitate to contact us at info@velvetfluxe.com.


Products & Sizing

How do I find my correct size?

We understand that finding the perfect fit is crucial for intimate apparel. Please refer to our detailed Size Guide which includes measurement instructions and sizing charts for all our products. We highly recommend measuring yourself before placing an order.
What materials are your garments made from?

We prioritize comfort and quality. Most of our products are crafted from soft modal, breathable cotton blends, luxurious lace, supportive spandex. Specific material compositions can be found on each product page.
Will the product colors look exactly as shown on my screen?

We strive to display product colors as accurately as possible. However, due to variations in monitor settings and lighting conditions, the color you see on your screen may differ slightly from the actual product.
How should I care for my garments?

To ensure the longevity and maintain the quality of your intimate apparel, we recommend hand washing in cold water with mild detergent and air drying. Specific care instructions are also listed on the product page and garment tag.


Ordering & Payments

What payment methods do you accept?

We accept major credit cards (Visa, MasterCard, American Express, Discover), PayPal for your convenience.
Is my payment information secure?

Yes, absolutely. All transactions are processed through secure, encrypted payment gateways. We do not store your credit card information on our servers.
Can I change or cancel my order?

We move fast! If you need to make changes, please contact us at info@velvetfluxe.com within 2 hours of placing your order. Once the order has been processed by our warehouse, we are unable to make further changes.


Shipping & Delivery

How long will it take to receive my order?

We ship worldwide. Orders are typically processed within 1-3 business days. Delivery usually takes 7-12 business days for the US and 8-14 business days for Europe. Detailed tracking will be provided via email.
Do you offer Free Shipping?

Yes, we offer Complimentary Standard Shipping on all orders over $79 USD. For orders under $79, a flat rate of $9.99 applies.
Do you ship to Alaska, Hawaii, or U.S. Protectorates?

We do ship to Alaska, Hawaii, and most U.S. Protectorates/Territories (including Puerto Rico, Guam, and the Virgin Islands). However, please note that some products may have restrictions, and shipping to these areas, as well as APO/DPO/FPO addresses, may incur international shipping fees. Specific details will be provided at checkout.
How can I track my order?

Once your order is shipped, you will receive an email notification with a tracking number. You can use this number to track your package on the carrier's website. Please allow 24-48 hours for the tracking information to update.
What about international duties and taxes?

For international orders, import duties, taxes, and customs fees are not included in your order total. These charges are determined by your local customs office and are the responsibility of the customer upon delivery. Please refer to our Shipping Policy for more information.
What if my package is lost or damaged?

If your package appears lost or arrives damaged, please contact us immediately at info@velvetfluxe.com with your order number and details of the issue. We will work with the carrier to resolve the problem as quickly as possible.


Returns & Refunds

What is your return policy?

We accept return requests for eligible items within 30 days of delivery for orders shipped to the United States. Please refer to our Returns & Refunds Policy for full details, including eligibility criteria and non-returnable items due to hygiene reasons.
Can I return or exchange underwear?

Due to strict health and hygiene standards, we do not accept returns or exchanges on panties, thongs or shapewear bottoms if the hygienic liner is removed or the item has been opened. Please check our Return & Exchange Policy for a complete list of non-returnable items.
How do I initiate a return or exchange?

If you believe your item is eligible for return or exchange, please contact our support team first at info@velvetfluxe.com with your order number and the reason for your request. Do not send items back without prior authorization.
Who pays for return shipping?

Unless the item is defective or we sent the wrong item, customers are responsible for return shipping costs. Original shipping fees are non-refundable.