Frequently Asked Questions
Read some of the most frequently asked questions by shoppers just like you.
How do I check on the status of my order?
For customers who have ordered online, please refer to your order confirmation email which provides an order status link with the current ETA as well as other information about your order. If you are unable to find your confirmation email or if you need additional help, please contact the Help Desk via Live Chat or call us on (347) 427-0523 for further assistance.
Can I order by telephone?
If you have a technical problem placing your order online, you may call Customer Service at (347) 427-0523. Please have the items quantities and SKU numbers available when you call to place your order.
How long does it take for delivery?
When you order from our website, we ensure that the order gets processed within 24 hours and gets delivered within 3-4 weeks.
What if my furniture does not fit?
Nobody wants the unfortunate situation where the furniture you’ve ordered does not fit, where it’s too big for the room or won’t fit through your home’s doorways or entrances. So, when you order your furniture, it’s important to check that it will fit into your house and your room. Please measure all doors, stairways and the chosen space as carefully as possible.
DO YOU SHIP INTERNATIONALLY?
We're sorry, but we do not ship to international destinations at this time. Customers outside of the U.S. (including U.S. territories) who wish to purchase our furniture will need to contact us directly or find alternative options.
Can I order online and pick-up in store?
Absolutely! With the exception of Friday's and Sundays, merchandise can be picked up at our showroom in Bronx New York, located at 1708 Allerton Avenue, Monday - Saturday from 9 am-5 pm.
How long will my order take to arrive
Stock items can usually be delivered within two weeks. Products that are ordered specially, can take between 2 – 14 weeks to arrive. Your sales adviser will notify you of the current lead time at the point of order.
What happens when my order arrives
When your order is received at our distribution centre, you will be notified by text or telephone to arrange a convenient delivery date.
What if I’m not ready to take delivery?
We can undertake to store goods for a period of two weeks. If you require us to continue to store your goods beyond this, then full payment on the order will be required. We will then store your goods up to a maximum of three months.
Cancelation, Returns & Warranty
What is Your Refund/Return Policy?
Products are typically guaranteed with a warranty on manufacturing defect only. Please keep receipt of your purchase for warranty claims.
I want to cancel my order, what should I do?
Please contact the store where you made your purchase immediately to inform them. They will discuss the options with you. If your order is being made specially, it may not be possible to cancel it and this will result in a minimum 20% restocking charge being applied. Cancelled stock items may incur an administration charge.
When can I expect a refund for a cancelled item?
It can take up to 5 business days for your cancellation and refund to be processed. A credit will be issued to the original credit card account Refunds generally appear on your credit card statement within one to two billing cycles.
What happens if I don’t like the product once it arrives?
We’re confident you will like your product But just in case, we have a Return for Any Reason policy. If you are unhappy, simply contact us to arrange for your return.
What are your Warranty Terms and Conditions?
Velour Furniture warrants all goods for a period of three years under normal usage, to be free from defects in material and workmanship. Velour Furniture’s liability under this warranty is to repair or replace (at its discretion) any part or product covered by this (or any implied) warranty free of charge.