FREQUENTLY ASKED QUESTIONS
Welcome to BLACK VELERA.
Here you will find answers to the most common questions about our products, orders, delivery and exchanges.
ORDERS
How can I place an order?
To place an order, simply select the piece you want, choose your preferred size and add it to your cart.
Proceed to checkout, enter your contact and delivery information, then confirm your order.
Once your order has been confirmed, we will begin preparing your package.
Can I modify or cancel my order?
If you need to modify or cancel your order, please contact us as soon as possible after placing it.
Once your order has been prepared or shipped, changes or cancellations may no longer be possible.
How do I know if my order has been confirmed?
After your order has been successfully confirmed, you may receive a confirmation message using the contact information provided during checkout.
If you have any concerns about your order, please contact our customer service team.
PRODUCTS & SIZES
How do I choose my size?
Each product page includes the available sizes and, where applicable, a size guide.
We recommend checking the size guide before placing your order to find the best fit.
If you are unsure about your size, our customer service team can help you.
What if my size is sold out?
BLACK VELERA releases selected pieces in limited quantities.
If your preferred size is sold out, it may not be restocked.
You can follow BLACK VELERA on our official social media channels to stay informed about new drops and restocks.
Are BLACK VELERA products limited?
Some BLACK VELERA pieces are released as limited drops.
Selected drops may be produced in strictly limited quantities and may not be restocked once sold out.
This is part of the BLACK VELERA experience.
SHIPPING
Where does BLACK VELERA deliver?
BLACK VELERA currently offers delivery across Algeria.
Delivery is handled through our selected delivery partner.
For more information, please visit our Shipping page.
How long does delivery take?
Delivery time depends on your wilaya and destination.
Estimated delivery times may also vary during new drops, special launches, public holidays and periods of high demand.
For more information, please refer to our Shipping page.
How can I track my order?
When tracking information is available, it may be provided after your order has been shipped.
You can use the tracking information to follow the progress of your delivery.
If you need assistance, please contact our customer service team.
What happens if I am not available when my order arrives?
Our delivery partner may contact you to arrange delivery.
If you are unavailable or cannot be reached, the delivery may need to be rescheduled.
Additional delivery arrangements or fees may apply depending on the situation.
PAYMENT
What payment methods do you accept?
Available payment methods are displayed during checkout.
Cash on Delivery may be available depending on the delivery option and destination.
Do I have to pay delivery fees?
Delivery fees depend on your destination and the delivery option selected.
The applicable shipping fee will be displayed before you confirm your order.
RETURNS & EXCHANGES
Can I exchange an item?
Yes. BLACK VELERA accepts eligible exchanges according to our Returns & Exchanges Policy.
The item must be in its original condition, unworn, unwashed and with its original tags attached.
How long do I have to request an exchange?
Exchange requests must be made within 7 days of receiving your order.
Requests made after this period may not be accepted.
Can I exchange an item for another size?
Yes, you may request a size exchange if the desired size is available.
Because our pieces may be released in limited quantities, exchanges are subject to availability.
Can I return an item for a refund?
Our priority is to offer exchanges rather than automatic refunds.
Refund eligibility depends on the specific situation and our Returns & Exchanges Policy.
Please contact our customer service team before returning an item.
PRODUCT CARE
How should I take care of my BLACK VELERA piece?
Care instructions may vary depending on the fabric and construction of each piece.
Always follow the care instructions provided with your product.
Proper care will help preserve the quality, shape and appearance of your BLACK VELERA piece.
LIMITED DROPS
Will sold-out pieces come back?
Not necessarily.
BLACK VELERA may release certain products in limited quantities, and some pieces may never be restocked.
We recommend following our official channels for announcements about future drops.
How can I know when a new drop is coming?
New drops and exclusive releases are announced through BLACK VELERA’s official communication channels.
Follow us and stay connected to be among the first to know.
CUSTOMER SUPPORT
How can I contact BLACK VELERA?
If you have a question about a product, order, delivery or exchange, please contact our customer service team through the contact information available on our website.
We will be happy to assist you.
I have another question. What should I do?
If you cannot find the answer you are looking for here, please contact our customer service team.
We are here to help make your BLACK VELERA experience simple and seamless
BLACK VELERA
A New Language of Luxury Streetwear.