Have a question? You will find answers to the most common ones below. If you do not see what you are looking for, we are always happy to help at support@veloraluxeshop.com

Orders

How do I place an order?

Choose the product you like, select any available options, and click "Add to cart". When you are ready, go to checkout, enter your shipping details, and complete your payment. You will receive an order confirmation email shortly after.

I did not receive an order confirmation email. What should I do?

Please check your spam or promotions folder first, as confirmation emails can sometimes end up there. If you still cannot find it, contact us with your full name and the email address used at checkout, and we will check your order for you.

Can I cancel or change my order?

You can cancel your order within 24 hours of placing it, as long as it has not yet been processed for shipment. Simply email us with your order number. If you need to change the shipping address, contact us as soon as possible, ideally within 24 hours. We can update the address only before the order ships. If you would like different products, the quickest way is to cancel within this window and place a new order.

Why was my order cancelled?

In rare cases, we may need to cancel an order, for example if a product becomes unavailable, there is a pricing or listing error, we cannot verify the order or payment details, or we are unable to deliver to the address provided. If this happens, we will let you know and issue a full refund of any amount charged.

Do you offer bundle discounts?

When available, bundle pricing is shown directly on the product page. Promotions apply only as described at the time of the offer and cannot be combined unless stated otherwise.

Shipping and Delivery

Where do you ship?

We primarily serve customers in the United States, and we also ship to many other countries. The destinations we currently ship to are shown at checkout.

How much does shipping cost?

Shipping costs are calculated at checkout based on your delivery address and the items in your order. You will always see the final shipping cost before you complete your payment.

How long will it take to receive my order?

Orders are typically processed within 1 to 5 business days. Once shipped, delivery within the United States usually takes 7 to 15 business days. International delivery times vary by destination. Delivery times are estimates and may be affected by carrier delays, customs, weather, or peak seasons.

Will my order arrive in one package?

Not always. Orders are fulfilled by our fulfillment partners and may ship from facilities outside the United States. If your order contains several items, they may arrive in separate packages, at no additional shipping cost to you.

How can I track my order?

Once your order ships, we will send you a shipping confirmation email with a tracking link, where tracking is available. You can also check your order status on our Track Order page. Please allow a few business days for tracking information to update.

Will I have to pay customs duties or import taxes?

For orders shipped outside the United States, import duties, customs fees, or taxes may be charged by the destination country. Unless stated otherwise at checkout, these charges are the responsibility of the recipient. For orders shipped within the United States, if a carrier asks you to pay import charges on delivery, please contact us before paying them.

My order has not arrived. What should I do?

If your order has not arrived within 30 days after the end of the estimated delivery period, or if tracking has not updated for an extended period, contact us with your order number. We will investigate with the carrier, and if the package is confirmed lost in transit, we will send a replacement or issue a full refund.

Tracking says my package was delivered, but I do not have it.

Please check around your delivery location, with household members and neighbors, and at your local post office or carrier location. Carriers sometimes mark packages as delivered before they arrive, so allow up to 2 business days. If you still cannot find it, contact us within 7 days of the delivery date shown in tracking, and we will file an inquiry with the carrier.

Returns and Refunds

What is your return policy?

You can request a return within 30 days of receiving your order. Items must be unused, in the same condition you received them, and returned with all original packaging and included parts. All returns must be approved by us before the item is sent back.

How do I start a return?

Email us at support@veloraluxeshop.com with your order number, the item you would like to return, and the reason for the return. Once your return is approved, we will send you the return address and instructions. Please do not send returns to our company address.

Who pays for return shipping?

If you are returning an item because you changed your mind, you are responsible for the return shipping cost. If an item arrived damaged, defective, or incorrect, we cover the cost of return shipping.

My item arrived damaged or I received the wrong item. What now?

We are sorry about that. Please contact us within 7 days of delivery with your order number and clear photos or a short video of the issue. Once confirmed, we will send a replacement or issue a full refund. If a product has a manufacturing defect that appears during normal use, contact us within 30 days of delivery.

When will I receive my refund?

Once we receive and inspect your return, we will email you to confirm whether your refund has been approved. Approved refunds are processed within 10 business days to your original payment method. Your bank or payment provider may need additional time to post the refund to your account. If you have not received it within 15 business days after approval, please contact us.

Is the shipping cost refunded?

Original shipping charges are refunded in full for cancelled orders and for items that arrived damaged, defective, or incorrect. For returns due to a change of mind, original shipping charges are not refundable, except where required by law.

Can I exchange an item?

We do not offer direct exchanges. If you would like a different product or variant, please return the original item and place a new order.

I live in the European Union or the United Kingdom. Do I have additional rights?

Yes. Consumers with orders delivered to the European Union or the United Kingdom have the right to withdraw from a purchase within 14 days of receiving the goods, without giving a reason. Details are available in our Return, Refund & Cancellation Policy.

Payments

Which payment methods do you accept?

Payments are processed securely through Stripe, Shopify Payments, and PayPal. The payment options available for your order are shown at checkout.

Is my payment information secure?

Yes. Our website and checkout use an encrypted HTTPS connection, and payments are handled by our third-party payment processors. We do not store your full card number or card security code. You can learn more on our Payment Security page.

When will I be charged?

Your payment is charged when you place your order.

Which currency are your prices in?

All prices are shown in U.S. dollars (USD). If you pay in a different currency, your bank or payment provider may apply a currency conversion and may charge additional fees.

I see a charge I do not recognize.

Please contact us at support@veloraluxeshop.com with the details of the charge, and also contact your bank or card issuer. We will review the matter as quickly as possible.

Products

Do the products look exactly like the photos?

We do our best to show our products accurately. However, colors and finishes may look slightly different depending on your screen settings and lighting, and measurements may vary slightly within normal manufacturing tolerances.

How do I care for my product?

Please follow the care and use instructions included with your product or shown on the product page. If you have any questions about how to use or care for a product, just send us a message.

Are your products medical devices?

No. Our products are designed for general comfort and everyday household use. They are not medical devices and are not intended to diagnose, treat, or prevent any medical condition. If you have a medical condition or are pregnant, please consult a healthcare professional before use. More information is available in our Disclaimer.

Do your products come with a warranty?

If a product has a manufacturing defect that appears during normal use, contact us within 30 days of delivery, and we will provide a replacement or a refund. This does not affect any statutory rights you may have as a consumer.

Account and Privacy

Do I need an account to place an order?

No. You can place an order with or without creating a customer account.

How do you use my personal information?

We use your information to process and deliver your orders, provide customer support, and, if you subscribe, send you our newsletter. We do not sell your personal information for money. Full details are available in our Privacy Policy and Cookie Policy.

How do I unsubscribe from your emails?

Click the unsubscribe link at the bottom of any of our marketing emails, or contact us and we will remove you from our list. You will still receive emails related to your orders, such as confirmations and shipping updates.

Still Have Questions?

We are here to help. Send us an email at support@veloraluxeshop.com or use the contact form on our Contact Us page. Please include your order number if your question is about an order.

Velora Luxe Shop is owned and operated by NG Digital Lab LLC, 30 N Gould St, Sheridan, WY 82801, United States.