Order confirmation
After a successful Shopify checkout, an order confirmation is normally sent to the email address used at checkout. Check your spam or junk folder if you do not see it.
Order status and tracking
When tracking is available, use the tracking link or order-status link in your Shopify notification. Large-item orders may use appointment or scheduling updates rather than standard parcel tracking.
Changing contact information
If your phone number or email address changes, contact HomeVelvet so important delivery or installation messages are not missed.
Changing the delivery address
Contact support immediately. Address changes are not guaranteed after fulfillment or freight coordination has started.
Changing or canceling an order
Contact HomeVelvet as soon as possible. Changes or cancellation may no longer be possible after product allocation, shipment, freight scheduling or installation coordination has begun.
Delivery problem
If an order is delayed, damaged, incomplete or delivered incorrectly, send your order number and photos when relevant to support@homevelvet.shop.
Installation question
Include your order number, product name, ZIP code and a description of the installation site or issue. Photos can be helpful when the question involves access or site readiness.