FAQ

Shipping

How much does shipping cost?
Within Germany: 4.99 EUR, and free on orders of 50 EUR and above. Within the rest of the European Union: 8.99 EUR, or 7.99 EUR on orders of 100 EUR and above.

How long does delivery take?
Orders usually arrive within 3 to 5 working days. You will receive a confirmation email as soon as your parcel is on its way.

Which countries do you ship to?
We currently ship to all countries of the European Union. If you are outside the EU and would like to order, write to us at info@casa-velluto.studio and we will see what we can do.

Sizes and fit

Which size should I choose?
Every style runs from XS to 5XL. The hoodies are cut oversized: order your regular size for the intended silhouette, or size up if you want it more generous. The polos and the troyer have a straight, true-to-size cut. Each product page has a short size and fit note for that specific piece.

My size is sold out. Will it come back?
Usually yes. Write to us at info@casa-velluto.studio with the style and size and we will tell you when it is back.

Returns and exchanges

Can I return something?
Yes. You have 30 days from receiving your order to request a return. The item needs to be unworn, unwashed, with tags, and in its original packaging. Within the European Union you additionally have the statutory right to cancel your order within 14 days without giving a reason. Full details are in our refund policy.

How do I start a return?
Write to info@casa-velluto.studio before sending anything back. We will send you a return label and tell you where to ship the parcel. Parcels sent back without a return request cannot be accepted.

Can I exchange an item for another size?
The fastest way is to return the item you have and place a new order for the size you want.

When do I get my money back?
Once your return has arrived and been checked, the refund goes back to your original payment method within 10 working days. Depending on your bank it can take a few more days to appear.

Orders and payment

Which payment methods can I use?
All available payment methods are shown at checkout before you confirm your order.

Something is wrong with my order.
If an item arrives damaged, faulty or simply wrong, email us at info@casa-velluto.studio with your order number and a photo. We will sort it out.

Can I change or cancel my order?
Write to us as soon as possible. As long as your order has not been produced and handed over for shipping, we can still change or cancel it.

Care

How do I wash my pieces?
Machine wash at 30 degrees, inside out, with similar colours. Do not tumble dry, dry flat instead, and never iron directly over a print or embroidery. That keeps both the fabric and the finish looking new for far longer.