Contact us!

✨ Need help?

We're here for you! ✨

Our telephone customer service is available to answer all your questions:

(Vous trouverez une ci dessous une FAQ dans le but de répondre à un maximum de questions récurrentes, puis le formulaire de contact)

✨Opening times:

Tuesday to Thursday:

10h00 - 12h30 / 13h30 - 16h00

Friday: 11:00 a.m. - 12:30 p.m.

Outside these times, don't panic!

You can send us an e-mail at any time, and we'll get back to you as soon as possible.

Contactez-nous par mail : velvetextension@hotmail.com

See you soon, The Velvet Extension team

F.A.Q

Do you have any questions? We're here to help!

Comment récuperer ma facture ?

Votre facture est disponible dans l’email de confirmation de commande reçu après paiement.
Vous pouvez également la télécharger depuis votre compte client.

N'oubliez pas de regarder dans vos spams ;-)

Where can I find my parcel?

As soon as your order has been dispatched, you'll receive an e-mail/SMS containing your tracking number. Click on the link or copy and paste the number onto the carrier's website to check progress in real time.

How can I track my parcel if I haven't received a number?

What are your delivery times?

- Metropolitan France: 24 - 48 working hours by Express (Chronopost); 2 - 4 working days by Standard (DPD and Chronopost)
- DOM-TOM & Europe: 3 - 7 working days.
- International: 2 to 10 working days, excluding customs clearance, depending on shipping method chosen.
Orders placed before 1pm are prepared the same day (excluding weekends and public holidays).

My package says "Delivered" but I haven't received it.

1. Check with your neighbor or janitor.
2. Check the photo/proof of delivery on the tracking system.
3. If no trace is found, open an investigation within 48 hours: first contact the carrier, then our customer service department, enclosing the file number.

My relay point is full. Who should I contact?

Call the relay to find out if it can still accept your parcel. If not, contact the carrier to request re-delivery to another point; let us know so that we can follow the procedure.

I received someone else's order / a preparation error.

Send us a photo of the package and packing slip within 48 hours. We will organize the exchange or return of the missing items free of charge.

I chose Chronopost Express but my order arrived late. Can I be compensated?

Oui. Transmettez-nous la preuve du retard (capture du suivi) dans les 3 jours suivant la livraison ; nous déclenchons une demande de remboursement du surcoût Express (ou un bon d’achat) au prorata de la différence de coût avec le transport classique, selon la politique de nos CGV

Can I pay in instalments?

Yes, we offer 3× or 4× free of charge via Oney for all orders ≥ €100. Select the option in the Payment step.

My payment has been refused. What should I do?

Check your card limit, 3-D Secure activation and billing address. Try again or select PayPal/Apple Pay. Contact your bank if the problem persists.

There is a defective or broken product in my parcel.

Take a photo of the item + the outer packaging and write to us within 72 hours. We will send you a replacement or refund as soon as we have validated your request.

My electrical appliance has broken down: what guarantee do I have?

All our devices come with a 12-month parts and labor warranty (normal wear and tear: cables, consumables, batteries beyond 6 months). Keep your purchase invoice; contact us before returning your equipment to obtain an after-sales service number.

I've ordered a course but can't access the content.

You will receive an activation e-mail within an hour of payment. If it doesn't appear, please check your spam, then contact formation@velvet-extension.fr with your order number.

Will I receive a diploma once I've completed the online course?

Yes, a professionally-recognized certificate is available as a PDF download from your learner's area after validation of the final quiz.

Can I become a distributor?

Remplissez le formulaire « Distributeur Pro » (K-bis < 3 mois et numéro de TVA intracommunautaire requis). Un chargé de compte vous recontactera sous 48 h.

How can I become an ambassador?

We're looking for professionals who are active on Instagram/TikTok > 5,000 followers. Send your media-kit to velvetextension@hotmail.com, including your stats and a link to your portfolio. If your application is viable, we'll be happy to consider you.

We're here to help!

If you have any questions or concerns, we're here to help:

LOUNAKA COMPANY

10BIS CHEMIN DU MOULIN

33440 AMBARES ET LAGRAVE

Write to us

velvetextension@hotmail.com

Call us at

05-47-30-74-36