FAQ

General store questions

What is Velvet Void and what kind of clothing do you sell?
Velvet Void is an online fashion brand focused on Y2K, emo, and scene-inspired clothing and accessories. The store offers pieces like hoodies, tees, hats, and jewelry designed around dark, nostalgic, and alternative aesthetics.

How does shopping with Velvet Void work from order to delivery?
You place an order through the website, receive an email confirmation, and the order is processed within a set handling time (for example, 2–5 business days). Once shipped, you get a tracking link and your package is delivered by the selected carrier.

Where are you based and where do your products ship from?
The brand is based in Canada, and products are fulfilled either locally or through trusted print‑on‑demand and manufacturing partners. This allows orders to be shipped to multiple countries while keeping costs reasonable.

Do you have a physical store or are you online only?
Velvet Void operates as an online‑only store. This makes it possible to focus on limited drops and designs rather than managing a physical retail space.

How can I contact customer support if I have a question?
You can reach support through the contact form on the website or by email at your support address. Messages are usually answered within 1–2 business days.

Products, sizing, and care

How do I choose the right size for your hoodies, tees, and accessories?
Each product page includes a size chart with measurements in centimeters and/or inches. Comparing those measurements to a hoodie or tee you already own will help you choose the best size.

Do your sizes run small, true to size, or oversized?
Most pieces are designed to fit true to size, but some hoodies or tees may have an intentionally oversized fit. Any oversized or slim fits are noted in the product description.

What materials are your products made from?
Most apparel uses cotton or cotton‑blend fabrics, chosen for comfort and print quality. Exact fabric content is listed on each product page so you know what you are buying.

Will the prints crack or fade over time?
Prints are produced using modern printing methods made to be durable with proper care. Over time, normal wear and washing may cause some softening, but following the care instructions helps the design last longer.

How should I wash and care for my Velvet Void pieces?
Wash inside out in cold water on a gentle cycle and avoid bleach. Hang dry or tumble dry on low and avoid ironing directly on prints to preserve the artwork.

Will items be restocked once they’re sold out?
Some core designs may be restocked, but many drops are limited and will not return once sold out. Product pages or social media posts will usually indicate if an item is limited.

Ordering and payment

What payment methods do you accept?
Most major credit and debit cards are accepted, and you can also enable options like PayPal, Shop Pay, or similar services through your platform. Available options are shown at checkout.

Can I use multiple discount codes on one order?
Only one discount code can typically be used per order. If an automatic promotion is running, it may not stack with additional codes.

Can I change or cancel my order after it’s been placed?
Orders can usually be changed or canceled only within a short time window after purchase, before fulfillment starts. If you need a change, contact support as soon as possible with your order number.

I entered the wrong address—can I update it?
If the order has not shipped yet, support can usually update your address. Once a package is shipped, address changes are not guaranteed and may require contacting the carrier.

I’m having trouble checking out, what should I do?
Try clearing your browser cache, switching devices, or using a different payment method. If issues continue, contact support with a screenshot and a description of the problem.

Shipping and delivery

Where do you ship to and what are the shipping options?
Velvet Void can be set up to ship domestically within Canada and to selected international countries. Available options, prices, and estimated timeframes appear at checkout based on your address.

How much does shipping cost?
Shipping rates depend on destination, shipping method, and order weight. The exact cost is calculated and shown at checkout before you confirm your order.

How long will my order take to ship and arrive?
Processing usually takes a few business days, and shipping adds several more depending on destination and method. Estimated delivery windows are shown at checkout and in your confirmation email.

How do I track my order?
Once your order ships, a tracking link is emailed to you. You can use that link to see real‑time updates on the carrier’s tracking page.

What happens if my package is lost, delayed, or damaged?
If tracking shows a problem or your package arrives damaged, contact support with your order number and photos if applicable. The team can help investigate with the carrier and discuss replacement or other solutions based on your policy.

Returns, exchanges, and refunds

How do I start a return or exchange?
Customers typically start by contacting support or using a return portal, providing their order number and reason. They are then given instructions, including any return label or address.

Can I return sale or final clearance items?
Many shops mark sale or clearance items as final sale and not eligible for return or exchange. If that is the case, it should be clearly stated on the product page and in the policy.

How long do refunds take to process?
After a returned item is received and inspected, refunds are usually processed within a set number of business days. The bank or payment provider may take additional time to post the refund.

Account, loyalty, and drops

Do I need an account to place an order?
You can usually check out as a guest or create an account for faster checkout next time. Having an account also helps you track your orders in one place.

How do I create or log into my account?
Click the account icon or “Log In” link in the site header. From there you can create a new account using your email or log in to an existing one.

Do you offer a rewards or loyalty program?
If you enable a points or rewards app, customers can earn points on purchases and redeem them for discounts. Details of how to earn and redeem should be explained on a dedicated rewards page.

How can I get notified about new drops and limited releases?
Join the email list, enable SMS notifications if available, and follow Velvet Void on social media. New drops, limited runs, and restocks are usually announced there first.

Do you collaborate with artists, bands, or creators?
Velvet Void can collaborate with artists, bands, and creators whose style fits the brand. Interested collaborators are typically invited to reach out via email or a collab form.