Shipping policy
Last Updated: September 15, 2026
At Velofold, our window treatments are made to order. Many of our products are custom manufactured according to the dimensions, fabric, color, configuration, control type, hardware, and other specifications selected or approved by you.
Because of the custom nature of our products, our fulfillment, cancellation, return, and refund policies differ from those of retailers selling standard, ready-made merchandise.
1. Order Processing and Production
Once an order is submitted, Velofold reviews the order information and prepares it for production.
Estimated production times are displayed on the applicable product page, quotation, order confirmation, or other documentation provided at the time of purchase.
Production time and shipping/transit time are separate.
Your estimated ship date begins once we have received:
- payment;
- all required measurements and specifications;
- any required customer approvals; and
- any other information reasonably necessary to manufacture your order.
If additional information or approval is required from you, production may be placed on hold until that information is received.
Because each product is made specifically for the customer, production times are estimates unless Velofold expressly provides a guaranteed ship date in writing.
2. Shipping
Velofold ships to eligible addresses within the destinations made available during checkout.
Standard delivery to eligible U.S. addresses is included in the product price unless otherwise stated on the product page, quotation, or checkout page.
Additional charges may apply for:
- expedited delivery;
- remote or difficult-to-service locations;
- special delivery services requested by the customer;
- address corrections or carrier re-routing requested after shipment; or
- other non-standard delivery requirements.
Any additional mandatory shipping charge will be disclosed before the applicable charge is accepted.
We may use different carriers depending on the size, length, weight, destination, and characteristics of the products in an order.
Large or oversized window treatments may be shipped separately from other items in the same order.
3. Estimated Delivery Dates
Any delivery date provided by Velofold or a carrier is an estimate unless expressly identified as guaranteed.
Carrier transit delays caused by weather, service interruptions, holidays, transportation disruptions, or other events outside Velofold's reasonable control may affect the final delivery date.
If Velofold determines that we will not be able to ship your order within the shipment timeframe originally communicated to you, we will provide an updated timeframe and, where required by applicable law, give you the option to:
1. consent to the revised shipment date; or
2. cancel the affected unshipped order and receive a refund.
Nothing in this Policy limits any cancellation or refund rights provided by applicable law.
4. Tracking
Where tracking is available, tracking information will be sent to the email address or other contact information associated with the order after shipment.
Large orders may contain multiple packages and may generate multiple tracking numbers.
5. Delivery Inspection
Please inspect your order promptly after delivery.
If a package arrives visibly damaged, please photograph:
- the exterior packaging;
- the shipping label;
- the damaged area;
- the entire product; and
- any relevant internal packaging.
Please retain the packaging until the issue has been resolved.
Shipping damage, missing packages, missing components, or incorrect products should be reported to Velofold within 7 calendar days of delivery at:
Email: support@velofoldcurtains.com
Phone:+1 (213) 214-1963
Failure to report shipping damage promptly may make it more difficult for us to investigate the claim with the carrier, but does not eliminate rights that cannot legally be waived.
6. Lost Packages
If tracking shows that an order has not been delivered within the expected carrier timeframe, contact us so that we can investigate with the carrier.
If tracking shows a package as delivered but you cannot locate it, please first check the delivery area, household members, building management, neighbors where appropriate, and any carrier delivery photograph or notice.
Contact Velofold promptly if the package remains missing.
We will work with you and the carrier to investigate legitimate loss or delivery issues.
7. Custom-Made Products and Returns
Most Velofold window treatments are manufactured specifically for you.
Accordingly, custom-made, made-to-measure, cut-to-size, altered, or personalized products are not eligible for return or exchange because of preference, change of mind, or customer ordering error once production has begun.
This includes, without limitation, situations involving:
- customer-provided incorrect measurements;
- selection of the wrong size, color, fabric, control type, mount type, hardware, or configuration;
- changes in design preference after production;
- products that no longer fit because of subsequent changes to the window, wall, trim, flooring, ceiling, or surrounding construction; or
- differences between a customer's screen display and the appearance of physical materials, provided the delivered material is the material ordered.
We strongly recommend ordering or reviewing physical samples where available before placing an order when color or texture is important.
This custom-product policy does not apply where the product is defective, damaged, materially different from the specifications accepted by Velofold, or where applicable law requires another remedy.
8.Manufacturing Tolerances & Natural Material Characteristics
Because Velofold products are individually made to measure, minor variations may occur as part of normal manufacturing and textile behavior.
Unless otherwise specified for a particular product, the following manufacturing tolerances generally apply:
-
Custom shades: finished dimensions may vary by up to ±1/8 inch (3 mm) from the applicable manufacturing dimensions.
-
Custom drapery and curtains: finished length may vary by up to ±1/2 inch (13 mm), and finished width may vary by up to ±1 inch (25 mm) per panel.
-
Custom tracks and hardware: finished cut dimensions may vary by up to ±1/8 inch (3 mm) unless otherwise stated.
These tolerances are measured against the dimensions the product is intended to be manufactured to and are separate from any intentional factory deductions, mounting clearances, fabric deductions, hardware spacing, or operational clearances required for proper fit and function.
For example, an inside-mount shade may intentionally be manufactured slightly narrower than the submitted opening measurement to allow for installation and operation. The shade fabric itself may also be narrower than the overall headrail, cassette, or ordered width because of the space required for brackets, motors, control mechanisms, and other components. These intentional design allowances are not considered manufacturing defects.
Textiles and natural materials may also exhibit reasonable variations in color, weave, texture, grain, pattern placement, slubs, finish, or appearance. Fabric dimensions and drapery length may change slightly in response to humidity, temperature, moisture, steaming, handling, or normal settling after installation.
Minor variations that fall within the applicable manufacturing tolerance or result from normal material characteristics are not considered defects.
If a product is manufactured materially outside the applicable tolerance or differs materially from the specifications accepted by Velofold, please contact us in accordance with the Incorrect, Damaged, or Defective Products section of this Policy.
For additional product-specific information, please contact us at support@velofoldcurtains.com.
9. Order Cancellations
You may request cancellation of an order within 24 hours after placing the order, provided production has not already begun.
If the cancellation is accepted during this period, Velofold will issue a refund to the original payment method.
After the 24-hour cancellation period, or once materials have been cut, customized, allocated, or production has begun—whichever occurs first—the order may no longer be cancelled because it is being manufactured specifically for you.
An order modification requested after production begins may be treated as a new order and may result in additional charges.
A cancellation request is not effective until Velofold confirms the cancellation in writing.
To request cancellation, contact:
Email: support@velofoldcurtains.com
Phone: +1(213) 214-1963
This section does not limit any additional cancellation rights required by applicable law, including rights arising from a Velofold shipping delay.
10. Incorrect, Damaged, or Defective Products
If Velofold sends an incorrect product, manufactures a product materially outside the agreed specifications, or a product arrives damaged or contains a manufacturing defect, contact us promptly.
Please provide:
- your order number;
- a description of the issue;
- photographs or video showing the issue;
- photographs showing the complete installed or uninstalled product where applicable; and
- measurements or other information reasonably needed to evaluate the claim.
Once the claim is reviewed and verified, Velofold will provide an appropriate remedy. Depending on the circumstances, this may include:
- replacement components;
- repair;
- remake or replacement of the affected product; or
- a partial or full refund for the affected product.
Velofold will not require a customer to bear return shipping costs for a verified Velofold manufacturing error or product received damaged where return shipment is required.
11. Customer Measurement Errors
Unless Velofold expressly provides an in-person professional measurement service for the applicable order, customers are responsible for measurements submitted to Velofold.
Velofold manufactures custom products based on the measurements and specifications supplied or approved by the customer.
A product manufactured correctly according to customer-provided measurements generally will not qualify as defective merely because the measurements submitted were incorrect.
Any remake requested because of a customer measurement error will be handled separately and may involve additional charges.
12. Installation
Customers are responsible for following the installation instructions supplied with their products.
Damage resulting from improper installation, modification, misuse, inappropriate hardware, installation into an unsuitable surface, or failure to follow Velofold instructions is not considered a manufacturing defect.
If professional installation has been purchased directly from Velofold, separate service terms may apply.
13. Refund Processing
Approved refunds will generally be issued to the original payment method.
After Velofold processes a refund, your bank or card issuer may require additional time to post the credit to your account.
Velofold does not control a financial institution's posting time.
Where applicable law requires a refund within a particular timeframe, we will follow that requirement.
14. Chargebacks and Payment Disputes
We encourage customers to contact Velofold first if there is a problem with an order so that we have an opportunity to resolve it promptly.
Nothing in this Policy restricts any rights a customer may have to contact their card issuer or payment provider regarding a transaction.
15. Contact Us
Questions about shipping, cancellations, returns, refunds, or product claims may be sent to:
Velofold
Operated by: WISDOM AGE HONGKONG
World Trust Tower, C, 6th Floor, Central, Hong Kong Island, Hong Kong SAR
Email: support@velofoldcurtains.com
Phone: +1 (213) 214-1963
Website: www.velofoldcurtains.com