Frequently Asked Questions (FAQs)

Last Updated: August 2, 2026

At Urban Velvet, we strive to make your shopping experience simple, secure, and enjoyable. Below are answers to some of the questions our customers ask most frequently.

1. How can I contact Urban Velvet?

You can contact our customer support team using the following methods:

Email: support@urbanvelvet.shop

Phone: +1 (346) 468-4854

Our support team is available Monday through Friday, 9:00 AM – 6:00 PM (Eastern Time).

2. What are your business hours?

Our business hours are:

Monday – Friday: 9:00 AM – 6:00 PM (Eastern Time)

We are closed on weekends and U.S. public holidays.

3. Where is Urban Velvet located?

Our business is located in the United States at:

74 Wilcox Rd
Lagrange, GA 30241
United States

4. How long does shipping take?

Orders are typically processed within 1–3 business days.

After processing, delivery generally takes 5–10 business days within the United States.

Please note that shipping times may vary due to weather conditions, holidays, or carrier delays.

5. How can I track my order?

Once your order has been shipped, you will receive a confirmation email containing your tracking number.

You can use this tracking number to monitor your shipment through the carrier's website.

6. What is your return policy?

We accept returns within 30 days of delivery.

To qualify for a return:

The item must be unused and in its original condition.
It must be returned in its original packaging.
Proof of purchase is required.

Please contact our customer support team before returning any item.

7. What should I do if I receive a damaged or incorrect item?

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

Your order number
A description of the issue
Clear photos of the product and packaging

We will review your request and work quickly to provide a suitable solution.

8. Is my payment information secure?

Yes.

All payments are processed through secure, PCI-compliant payment providers using SSL encryption to protect your personal and payment information.

Urban Velvet does not store your complete credit or debit card information.