FAQ

VELOURA HEIRLOOMS

Questions & answers

Everything you need to know before you order.

Ordering & personalisation

How do I add my names, dates or details?

Fill in the personalisation boxes on the product page before adding to cart. Please type everything exactly as you want it to appear.

How do I send my pet photo?

After checkout, email your photo to hello@velouraheirlooms.com with your order number. Choose a clear, well-lit photo where your pet's face is in focus.

Can I order for more than one pet or person?

Yes. Some products have options for more than one name or pet. If you need something not listed, email us before ordering.

Can I make a change after ordering?

Email us within 12 hours of ordering. After production starts we can no longer make changes.

Delivery

How long will it take?

Production takes 3–7 business days, then shipping. See our Shipping & Delivery page for times by country.

Does it come gift-ready?

Yes. Every order ships in a free Veloura gift box with a thank-you card.

Do you ship worldwide?

Yes, to most countries. Shipping is calculated at checkout.

Returns

Can I return my item?

Personalised items cannot be returned for change of mind. If your item arrives damaged, faulty or incorrect, we will replace or refund it. See our Returns & Refunds page.