FAQ
FREQUENTLY ASKED QUESTIONS
Welcome to the MAISON VELOR FAQ. Here you can find answers to common questions regarding our watches, orders, payments, shipping, tracking, returns, and customer service.
If you cannot find the information you need, please contact our Customer Care Team and we will be happy to assist you.
PRODUCTS & WATCHES
ARE THE WATCHES SHOWN ONLINE THE ACTUAL WATCHES AVAILABLE FOR PURCHASE?
Product photographs and descriptions are provided to represent each timepiece as accurately as possible. Please review the individual product page carefully for specifications, condition, included accessories, packaging, and any other important information.
If you would like additional information about a particular watch before purchasing, please contact our Customer Care Team.
HOW DO I KNOW WHAT COMES WITH MY WATCH?
Each product page should indicate the accessories included with that specific watch whenever applicable.
Depending on the individual piece, this may include items such as the original box, documentation, accessories, or other materials.
Because included items can vary from one watch to another, please rely on the information provided on the individual product page rather than assuming every watch includes the same accessories.
DO YOUR WATCHES COME WITH THE ORIGINAL BOX?
When an original box is included, this will be indicated in the product description whenever possible.
Not every timepiece necessarily includes the same packaging or accessories, so we recommend reviewing the product details before completing your purchase.
DO YOUR WATCHES COME WITH PAPERS?
Documentation varies by individual watch. If original papers, warranty cards, certificates, manuals, or other documentation are included, this should be specified on the relevant product page.
Contact us before ordering if particular documentation is important to your purchasing decision.
HOW CAN I FIND THE SIZE OF A WATCH?
Important dimensions such as case diameter are provided on individual product pages whenever available.
For example, a watch may be listed with specifications such as:
Case Diameter: 40 mm
Case Material: 18kt White Gold
Case Shape: Round
Case Back: Solid
Always refer to the specifications of the particular model you are considering because measurements vary between watches.
CAN I REQUEST MORE INFORMATION ABOUT A WATCH?
Absolutely.
If you would like additional information about a specific timepiece, contact our Customer Care Team before placing your order.
Please provide the product name or a link to the product so we can identify the correct watch.
AUTHENTICITY & PRODUCT INFORMATION
HOW IS AUTHENTICITY DESCRIBED?
The authenticity, condition, included documentation, modifications, and other important characteristics of a watch should be stated accurately on its individual product page.
Please review all product information before purchasing and contact us with any questions.
We do not recommend relying solely on photographs when a particular specification, component, or included document is important to your decision.
IS MAISON VELOR AN AUTHORIZED DEALER FOR EVERY BRAND SOLD?
Unless expressly stated otherwise, the presence of a brand or trademark on our website should not be interpreted as meaning that MAISON VELOR is an authorized dealer, official retailer, or affiliated company of that brand.
All third-party trademarks, product names, and brand names belong to their respective owners.
WHY CAN TWO WATCHES OF THE SAME MODEL HAVE DIFFERENT PRICES?
Pricing can vary depending on several factors, including the specific reference, condition, materials, year, included accessories, documentation, availability, market conditions, and other characteristics of the individual watch.
For this reason, similar-looking watches may not always have identical prices.
ORDERING
HOW DO I PLACE AN ORDER?
Shopping with MAISON VELOR is simple.
Select the timepiece you would like to purchase, review its description and specifications carefully, add it to your cart, and proceed through our secure checkout.
Before submitting your order, please confirm that your name, email address, shipping address, billing information, and selected product are correct.
WILL I RECEIVE AN ORDER CONFIRMATION?
Yes. After successfully submitting your order, confirmation should be sent to the email address or contact information provided during checkout.
Please review your confirmation carefully.
If you believe any information is incorrect, contact Customer Care as soon as possible.
I DIDN’T RECEIVE MY ORDER CONFIRMATION. WHAT SHOULD I DO?
First, check your spam, junk, or promotions folder.
Also verify that the email address used during checkout was entered correctly.
If you still cannot locate your confirmation, contact our Customer Care Team with your full name and relevant order details.
CAN I CHANGE MY ORDER AFTER PLACING IT?
Contact us as quickly as possible if you need to request a change.
We will make reasonable efforts to help before fulfillment begins. However, once an order has entered processing, been prepared for shipment, or shipped, certain changes may no longer be possible.
CAN I CANCEL MY ORDER?
Cancellation requests should be submitted as soon as possible.
An order is not considered cancelled until you receive confirmation from MAISON VELOR.
Once fulfillment or shipment has begun, cancellation may no longer be available. Please review our Cancel / Change Order Policy for additional information.
CAN I CHANGE MY SHIPPING ADDRESS?
Contact Customer Care immediately if you notice an incorrect shipping address.
For security reasons, address changes may be restricted after an order has been processed or shipped.
Customers are responsible for reviewing their shipping information before completing checkout.
PAYMENTS & SECURITY
WHAT PAYMENT METHODS DO YOU ACCEPT?
Available payment methods are displayed during checkout.
Payment options may vary depending on your location, order value, and the payment services currently available through our store.
IS MY PAYMENT INFORMATION SECURE?
We use the secure checkout and payment-processing services available through our e-commerce platform and authorized payment providers.
Payment information is handled according to the security practices of the applicable payment processor.
For your protection, never send full credit card information through email, social media, or ordinary customer-service messages.
WHY WAS MY PAYMENT DECLINED?
A payment can be declined for several reasons, including incorrect billing information, insufficient authorization, security restrictions, or a decision by your bank or payment provider.
If your payment is declined, verify your information and contact your financial institution if necessary.
WHY IS MY ORDER BEING REVIEWED?
Certain orders may require additional review for payment verification, fraud prevention, inventory confirmation, or customer protection.
If additional information is legitimately required, we may contact you using the information associated with your order.
SHIPPING & DELIVERY
WHERE DOES MAISON VELOR SHIP?
Available shipping destinations are shown during checkout.
Shipping availability may depend on the destination, product, carrier availability, applicable regulations, and other logistical considerations.
HOW LONG DOES SHIPPING TAKE?
Processing and delivery times depend on your order and destination.
Order Processing: [INSERT YOUR PROCESSING TIME]
Domestic Delivery: [INSERT YOUR DELIVERY ESTIMATE]
International Delivery: [INSERT YOUR DELIVERY ESTIMATE]
These timeframes are estimates unless a specific shipping service expressly provides a guaranteed delivery date.
WILL I RECEIVE TRACKING INFORMATION?
Yes. Once tracking becomes available for your shipment, the relevant information should be sent using the contact details associated with your order.
Please allow time for the shipping carrier to register the first scan.
WHY IS MY TRACKING NUMBER NOT WORKING?
Tracking information may take some time to become active after a shipping label is created.
If you recently received your shipping confirmation, allow the carrier time to update its system.
If tracking remains unavailable for an unusual period, contact our Customer Care Team.
WHY HAS MY TRACKING STOPPED UPDATING?
Carrier tracking does not necessarily update at every stage of transportation.
Weather, weekends, holidays, customs processing, high shipping volume, and transportation disruptions may also delay scans.
If there has been no movement for an unusual period, contact the carrier or our Customer Care Team for assistance.
WHAT HAPPENS IF MY PACKAGE IS DELAYED?
Delivery estimates can occasionally be affected by circumstances outside our direct control.
If your shipment is delayed, continue monitoring the carrier’s tracking information for the latest update.
Our Customer Care Team can also assist when a delay appears unusual.
WHAT SHOULD I DO IF TRACKING SAYS DELIVERED BUT I DON’T HAVE MY PACKAGE?
First, verify your shipping address and check around the delivery location.
We also recommend checking with household members, building staff, neighbors where appropriate, and any safe delivery locations around the property.
If you still cannot locate the package, contact the shipping carrier and MAISON VELOR as soon as possible.
WHAT IF MY PACKAGE ARRIVES DAMAGED?
If your package arrives with visible shipping damage, contact Customer Care promptly.
Keep the watch, packaging, shipping box, labels, and included materials in their received condition while the issue is being reviewed.
We may request photographs or other information to help document the situation.
INTERNATIONAL ORDERS
DO YOU OFFER INTERNATIONAL SHIPPING?
International shipping may be available to selected destinations.
Enter your delivery information during checkout to see the shipping options currently available for your location.
WILL I HAVE TO PAY CUSTOMS DUTIES OR IMPORT TAXES?
International orders may be subject to duties, taxes, customs charges, brokerage fees, or other costs imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges may be the customer’s responsibility.
CAN CUSTOMS DELAY MY ORDER?
Yes.
International packages can be held for inspection or processing by local customs authorities. Customs delays are outside MAISON VELOR’s direct control and may extend the estimated delivery timeframe.
RETURNS & REFUNDS
CAN I RETURN MY WATCH?
Eligible products may be returned according to our Refunds & Returns Policy.
Return requests must generally be initiated within:
[INSERT YOUR RETURN WINDOW] days after delivery.
Please review the complete Refunds & Returns Policy before sending anything back.
WHAT CONDITION MUST MY RETURN BE IN?
Unless otherwise stated, eligible returned merchandise should generally remain:
- Unworn
- Unused
- Undamaged
- Unaltered
- In its received condition
- With applicable original packaging
- With included accessories and documentation
- With applicable tags, seals, or protective materials intact
Because watches are condition-sensitive products, returned merchandise may be inspected before approval.
HOW DO I START A RETURN?
Contact our Customer Care Team at:
[INSERT CUSTOMER SERVICE EMAIL]
Include your full name, order number, item you wish to return, and reason for your request.
If your return is eligible, we will provide the applicable next steps.
Please do not ship merchandise to an address without first confirming the return procedure.
WHEN WILL I RECEIVE MY REFUND?
Once an eligible return has been received and inspected, you will be informed of the outcome.
Approved refunds are generally returned to the original payment method.
After MAISON VELOR processes a refund, your bank or payment provider may require additional time before the funds appear in your account.
CAN I RETURN A WATCH THAT HAS BEEN WORN?
A watch showing signs of wear may not satisfy the requirements of our standard return policy, subject to applicable law.
We recommend trying on and handling a watch carefully until you are certain you intend to keep it.
ARE CUSTOM OR PERSONALIZED ITEMS RETURNABLE?
Customized, personalized, specially modified, or final-sale products may have different return restrictions.
Any applicable restrictions should be disclosed before purchase or on the relevant product page.
WARRANTY & CARE
DOES MY WATCH INCLUDE A WARRANTY?
Warranty coverage depends on the specific watch and should be described on the applicable product page or documentation supplied with your order.
Do not assume that every timepiece carries the same manufacturer, seller, or third-party warranty.
Contact Customer Care before purchasing if warranty coverage is particularly important to you.
HOW SHOULD I CARE FOR MY WATCH?
Care requirements vary depending on the watch’s materials, movement, construction, and water-resistance specifications.
We recommend following the care instructions applicable to your specific timepiece and avoiding unnecessary exposure to impacts, chemicals, extreme temperatures, or water beyond the watch’s stated capabilities.
IS EVERY WATCH WATERPROOF?
No.
Water resistance varies significantly between watches, and water-resistant does not necessarily mean waterproof.
Always follow the specifications and instructions applicable to your particular watch.
CUSTOMER CARE
HOW CAN I CONTACT MAISON VELOR?
Our Customer Care Team can assist with product questions, orders, shipping, tracking, returns, and other store-related inquiries.
Email: [INSERT CUSTOMER SERVICE EMAIL]
Customer Service Hours: [INSERT BUSINESS HOURS]
When contacting us regarding an existing order, please include your full name and order number.
HOW LONG DOES IT TAKE TO RECEIVE A RESPONSE?
We aim to respond as quickly as reasonably possible during normal business hours.
Response times may be longer during weekends, holidays, product launches, or periods of high customer-service volume.
Sending multiple messages about the same inquiry may not result in a faster response.
STILL NEED ASSISTANCE?
Our Customer Care Team is here to help.
Whether you are searching for your next timepiece, need additional product information, or require assistance with an existing order, please contact us and provide as much relevant information as possible.
MAISON VELOR
Timeless craftsmanship. Exceptional presence.
Customer Care: [INSERT EMAIL ADDRESS]
Last Updated: August 2026