Contact us

I. Your Gateway to Unparalleled Customer Support

At VELINA LORVEN V&L LLC, we firmly believe that the foundation of a lasting relationship with our valued customers is built upon clear, accessible, and empathetic communication. We understand that your time is precious and your needs are unique. Therefore, we have meticulously designed a comprehensive, multi-channel contact framework to ensure that whenever you think of us, for whatever reason, a line of communication is always open and ready for you. This document serves as your ultimate guide to connecting with every facet of our organization. Our commitment extends far beyond simply providing contact details; it encompasses a promise of responsiveness, a dedication to resolving your inquiries with expertise, and a genuine desire to hear your feedback, making you an integral part of the VELINA LORVEN family. We are not just a faceless corporation; we are a team of real people, passionate about activewear and dedicated to ensuring your experience with our brand is nothing short of exceptional, from the moment you browse our collections on velinalorven.shop to the many miles you log in our apparel.

II. Our Core Contact Information: The Direct Lines

For straightforward access, here are our primary points of contact. Please note that these are the official channels, and we recommend using them to ensure your query is received and logged correctly by our systems.

Company Name: VELINA LORVEN V&L LLC
Physical Address & Headquarters: 1209 MOUNTAIN ROAD PL NE STE R, ALBUQUERQUE, NM 87110, USA
Customer Service Phone Number: +15052073188
Primary Customer Service Email: info@velinalorven.shop
Official Website: velinalorven.shop

III. A Deep Dive into Our Contact Channels: Purpose, Process, and Promise

To manage your expectations and help you select the most efficient channel for your specific need, we have provided an in-depth breakdown of each method of contact.

1. Telephone Communication: The Human Touch

Phone Number: +15052073188

Purpose and Ideal Use Cases:
Our telephone line is your direct hotline for urgent matters and complex issues that benefit from real-time, conversational problem-solving. It is the channel we recommend for:

  • Urgent Order Modifications or Cancellations: If you need to change an address or cancel an order immediately after placement.

  • Complex Billing or Payment Issues: If you are facing a confusing charge, need clarification on your invoice, or have a problem with a payment method that requires immediate attention.

  • Detailed Product Consultation: If you have specific, technical questions about our products, their materials, or their suitability for a particular activity that would be cumbersome to type out.

  • Escalated Customer Service Issues: If a previous communication via email has not resolved your problem to your satisfaction and you need to speak directly with a representative.

Hours of Operation:
Our customer service team is available to take your calls from:

  • Monday to Friday: 8:00 AM to 6:00 PM Mountain Standard Time (MST).

  • Saturday: 9:00 AM to 3:00 PM MST.

  • Sunday: Closed.

We observe major U.S. holidays. A detailed list of holiday closures is available on our website.

What to Expect When You Call:
To serve you efficiently, our phone system features a brief automated menu to direct your call to the most qualified agent. You may be asked to provide your order number or email address to help us pull up your information swiftly. We pride ourselves on an average hold time of under three minutes. Our agents are trained not only in product knowledge and company policies but also in active listening and empathetic communication. Their goal is not just to answer your question, but to understand your underlying need and ensure you feel heard, valued, and assisted.

2. Electronic Mail (Email): The Detailed and Documented Channel

Primary Email: info@velinalorven.shop

Purpose and Ideal Use Cases:
Email is the workhorse of our communication system, perfect for non-urgent but detailed inquiries. It provides a written record, which is helpful for both you and us. We strongly encourage using email for:

  • General Inquiries: Questions about our brand, products, sustainability efforts, or collaborations.

  • Pre-Purchase Questions: Sizing consultations, fabric composition details, or color accuracy questions.

  • Official Complaints or Feedback: Detailed feedback on your experience, both positive and negative. This allows us to document your sentiments accurately and share them with the relevant departments for improvement.

  • Return and Refund Initiation: The first step for a return or refund should be initiated through email, where we can provide you with the necessary instructions and digital documentation.

  • Wholesale or Partnership Proposals: Inquiries from other businesses interested in carrying VELINA LORVEN products or forming marketing partnerships.

  • Press and Media Inquiries: Requests from journalists, bloggers, and influencers.

Our Service Level Agreement (SLA) for Email:
We hold ourselves to a high standard of responsiveness.

  • Initial Acknowledgment: You will receive an automated acknowledgment email within 5 minutes of your submission, confirming that we have received your message.

  • Substantive Response: Our team is committed to sending a detailed, personalized, and substantive response to all emails within 24 hours during our business days. For emails received on weekends, you can expect a response by the end of the next business day.

Email Structure for Efficiency:
To help us help you faster, please consider structuring your email with a clear subject line (e.g., “Order Inquiry: #12345”, “Sizing Question for Women’s Performance Leggings”) and including all relevant information in the body, such as your full name, order number, and the specific details of your request.

3. Physical Location: Our Operational Heartbeat

Address: 1209 MOUNTAIN ROAD PL NE STE R, ALBUQUERQUE, NM 87110

Purpose and Important Clarifications:
This address is our official corporate headquarters and the central hub of our operations. It houses our administrative offices, our customer service team, and a significant portion of our inventory management and fulfillment logistics. It is vital to understand that this is not a public retail storefront. We are a primarily e-commerce-driven business, which allows us to maintain the high quality and competitive pricing our customers love.

When to Use Our Physical Address:

  • Sending Written Correspondence: For formal legal notices or official documents that require physical delivery.

  • Return Shipments: This is the address you will use for all product returns. Please note that you must first contact us via email to obtain a Return Authorization (RA) number. Returns sent without an RA number may experience significant processing delays.

  • Understanding Our Roots: It symbolizes our American foundation and our commitment to operating a transparent and legitimate business with a verifiable physical presence.

Visitation Policy:
As our facility is a secure operational center and not a retail space, we cannot accommodate walk-in visits, product pickups, or unscheduled meetings. We appreciate your understanding in this matter, as it allows our team to remain focused on processing and shipping your orders with maximum efficiency and security.

IV. Specialized Contact Pathways: Connecting with the Right Expert

For matters that require specific departmental expertise, we have established streamlined pathways to ensure your query is handled by the most qualified personnel from the start.

1. The Order Management Team

  • Focus: Order confirmation, payment processing, order status updates, shipping tracking, and modifications/cancellations.

  • Contact: Initially via phone for urgent issues, or email with your order number prominently displayed.

2. The Product Specialist Team

  • Focus: Deep knowledge of our product lines. They can provide detailed comparisons, technical fabric information, fit guidance, and care instructions.

  • Contact: Primarily via email. This allows them to send you detailed descriptions, size charts, and even links to specific products.

3. The Customer Satisfaction & Returns Team

  • Focus: Handling returns, refunds, exchanges, and resolving any issues you may have with a received product.

  • Contact: Must be initiated via email to info@velinalorven.shop to generate a case file and RA number.

4. The Billing and Payments Department

  • Focus: Exclusive handling of issues related to Stripe payments, failed transactions, refund status, and billing discrepancies.

  • Contact: Email is preferred for a documented trail of the financial discussion.

V. Proactive Communication: How We Keep You Informed

We believe in proactive communication, especially when it comes to your orders. You don’t always have to contact us; we will keep you informed every step of the way.

  • Order Confirmation Email: Sent immediately after a purchase is successfully completed.

  • Shipping Confirmation Email: Sent the moment your order is packaged, labeled, and handed off to our shipping partner. This email will contain your tracking number and a direct link to monitor your package’s journey.

  • Delivery Confirmation: Sent once the carrier confirms your package has been delivered.

  • Policy Update Announcements: We will email you about significant updates to our policies (like Shipping, Returns, or Privacy) well in advance of them taking effect.

VI. Best Practices for a Seamless Contact Experience

To ensure the swiftest and most effective resolution, we have compiled a list of best practices for when you reach out to us:

  1. Have Your Information Ready: Before calling or emailing, please have your order number, the email address used for the purchase, and any relevant product details readily available.

  2. Be Specific and Detailed: The more information you can provide about your issue or question, the better we can assist you. Instead of “my order is wrong,” please specify “I ordered a Medium in the ‘Sky Blue’ leggings but received a Large.”

  3. Remain Courteous: Our team is empowered to go the extra mile for courteous customers. A respectful tone fosters a positive and productive problem-solving environment.

  4. Use the Correct Channel: Leveraging the guide above to choose the right channel (phone for urgency, email for detail) will dramatically reduce resolution time.

  5. Allow for Processing Time: For email requests, please respect our 24-hour SLA. Sending multiple follow-up emails within a few hours can actually slow down the process by creating duplicate tickets.

VII. Beyond Problems: We Welcome Your Ideas and Praise

Our contact channels are not merely for troubleshooting. We ardently believe that our customers are our most valuable source of innovation and inspiration.

  • Product Ideas: Do you have an idea for a new product, a new color, or a design feature? We want to hear it. Email us at info@velinalorven.shop with the subject line “Product Idea.”

  • Testimonials and Reviews: If you love your VELINA LORVEN gear, telling us and the world is the highest compliment you can pay us. Share your story with us via email.

  • Brand Collaboration: We are always open to conversations with like-minded brands, athletes, and influencers who align with our values.

VIII. Our Unwavering Commitment to You

This extensive guide to our contact information is a physical manifestation of our core value: Customer-Centricity. We are not a company that hides behind FAQs and contact forms. We provide direct lines because we stand by our products and our service. We are committed to being a brand that listens, learns, and evolves with your input. The dialogue we have with you is the lifeblood of VELINA LORVEN V&L LLC. It informs our designs, improves our service, and fuels our passion to be better every single day. So, whether you have a simple question, a complex problem, or a brilliant idea, please do not hesitate. Reach out. We are truly here for you.