FAQ
FREQUENTLY ASKED QUESTIONS (FAQ)
Use these answers for your FAQ page or Help Center.
📦 ORDER & SHIPPING
Where is my order? Why hasn't it shipped yet?
Because we are a print-on-demand brand, we don't pull a dusty shirt off a shelf. We print your item fresh when you order it! Please allow 2–5 business days for production. Once printed and quality-checked, we ship it out. You’ll get a tracking number as soon as it leaves our facility.
How long will delivery take?
Most orders arrive within 10–14 days of purchase. This includes the time it takes to print your item plus the shipping time (3–7 days for India, 7–15 days for International).
I placed an order but need to change the address/size. Can I?
You have a strict 2-hour window after placing your order to make changes. Please email us immediately. After 2 hours, your order data is locked into our printing system and cannot be modified or cancelled.
My tracking says "In Transit" but hasn't moved in days.
Don't panic! Sometimes couriers miss a scan.
- Domestic: If there is no update for 7 consecutive days, let us know.
- International: If there is no update for 14 consecutive days, let us know.
We will verify with the carrier and issue a replacement if it is officially declared lost.
Do you offer Free Shipping?
Yes! We love treating our fans.
- India: Free shipping on orders over ₹999.
- International: Free shipping on orders over $49 USD.
↩️ RETURNS & REPLACEMENTS
I ordered the wrong size. Can I exchange it?
As every item is custom-printed just for you, we cannot offer exchanges or refunds for sizing issues. We highly recommend checking our Size Guide and measuring a hoodie you own at home before ordering to ensure the perfect fit.
I changed my mind/I don't like the design anymore. Can I return it?
Since we do not hold inventory and print strictly on-demand, all sales are final. We cannot accept returns for "buyer's remorse" or preference changes.
My item arrived damaged or with a bad print. What do I do?
Oh no! We are so sorry about that. Please email us within 48 hours of delivery. You must include a photo clearly showing the defect AND the VELVOID logo tag in the same picture. We will arrange a free replacement for you immediately.
Do I get a cash refund if my item is defective?
We offer Free Replacements for defective items to ensure you get the high-quality gear you paid for. We do not offer cash refunds.
How do I return a defective item?
Once your claim is approved, we will book a Reverse Pickup for you. Our courier will come to your door to collect the bad item. You don't need to pay for shipping or find a post office!
What happens if I am not home for the pickup?
Our courier will attempt pickup 3 times. If they cannot collect the package after 3 tries, the pickup request will be cancelled. You would then need to ship the item back to us at your own expense to get your replacement.
I bought this item on Sale/Clearance. Can I return it?
Items purchased during a Clearance Sale or marked "Final Sale" are sold "As-Is" and are not eligible for replacements or returns.
🌍 INTERNATIONAL ORDERS
Do you ship internationally?
Yes! We ship to pop culture fans all over the globe.
I am an international customer. Can I return my order?
Due to the high cost of international logistics and customs, we do not accept returns for international orders. If your item arrives damaged, please contact support with photos, and we will handle it on a case-by-case basis.
Will I have to pay Customs or Import Taxes?
Possibly. Customs fees depend on your country's local laws. VELVOID is not responsible for these fees; they must be paid by the customer upon arrival. If you refuse to pay customs, the package will be destroyed, and no refund will be issued.
👕 PRODUCT & CARE
Is this official merchandise?
VELVOID is an independent brand. Our artwork is original Fan Art created by independent artists who are fans just like you. We are not officially affiliated with the studios or characters depicted.
The color looks slightly different than on my phone.
Phone screens use bright light (RGB) to display colors, while fabric prints use ink (CMYK). A slight difference in vibrancy is normal in the apparel industry and is not considered a defect.
How should I wash my print?
To keep your gear looking fresh:
- Wash inside out with cold water.
- Do not bleach.
- Tumble dry low or hang dry.
- Never iron directly on the print.
I bought a bundle of 3 shirts, but only one is damaged.
Please only return the specific item that has the defect. You can keep the other perfect ones! We will replace just the damaged unit.
What if the replacement item is out of stock?
If we can't reprint your replacement because the blank is out of stock, we will issue you Store Credit for the full value. This credit never expires!