FAQs
Welcome to the Veloura FAQ page. Here you'll find answers to common questions about our products, ordering process, shipping, returns, payments, and customer support.
If you need additional assistance, please visit our Contact Us page.
Before You Order
Q: What products does Veloura offer?
A: Veloura offers a curated selection of products for customers across the United States. Our product catalog may change over time as new products are added and availability is updated.
Q: How can I choose the right product?
A: Before placing your order, we recommend reviewing the product description, images, specifications, available options, and other information provided on the product page. If you have questions before purchasing, please contact our support team and we'll be happy to assist you.
Q: Will the product look exactly like the photos?
A: We make reasonable efforts to display our products accurately. However, colors and appearance may vary slightly depending on your screen settings, device, browser, and lighting conditions.
Q: Do your product pages include product details and measurements?
A: Product pages include the information available for each item. If you need additional clarification before placing an order, please contact our customer support team and we will assist you whenever possible.
Orders & Shipping
Q: Where does Veloura ship?
A: We currently ship to residential and commercial addresses within the United States.
Q: How much does shipping cost?
A: Standard Shipping is $20.00 USD for orders below $250.00 USD. Orders totaling $250.00 USD or more qualify for free Standard Shipping.
Q: How long does delivery usually take?
A: Orders are generally processed within 1 to 3 business days. After shipment, delivery usually takes 4 to 8 business days. Most orders arrive within approximately 5 to 11 business days in total.
Q: When will my order be processed?
A: Orders placed before 5:00 PM Central Time on a business day typically begin processing as soon as possible. Orders placed after the daily cut-off time, on weekends, or on public holidays will generally begin processing on the next business day.
Q: How do I know when my order has shipped?
A: Once your order has been dispatched, we will generally send a shipping confirmation email containing your tracking information.
Q: How can I track my shipment?
A: You can monitor your shipment using our Track Your Order page. Tracking information may also be available through the shipping confirmation email.
Q: Can I change or cancel my order?
A: Cancellation or modification requests can only be considered before your order has entered fulfillment. Please contact us as soon as possible if you need to request a change or cancellation.
Q: What happens if my delivery is delayed?
A: Delivery estimates may occasionally be affected by carrier operations, weather conditions, public holidays, increased shipping volumes, or other circumstances outside our control. If you have questions about your shipment, our support team will be happy to assist you.
Returns & Refunds
Q: Can I return an item if I no longer want it?
A: Yes. Eligible items may generally be returned within 30 calendar days after delivery, provided they meet the conditions outlined in our Return & Refund Policy.
Q: Who pays for return shipping?
A: If the return is due to a damaged, defective, or incorrect item, Veloura will provide a prepaid return shipping label once the return has been approved, where applicable.
For returns based on personal preference or a change of mind, the customer is responsible for return shipping costs.
Q: Do you offer product exchanges?
A: No. We do not currently offer direct exchanges. If you would like a different product, you may return an eligible item according to our Return & Refund Policy and place a new order separately.
Q: What should I do if my order arrives damaged?
A: Please contact us within 48 hours of delivery and provide your order number, photos of the damaged item, photos of the shipping packaging, and a brief description of the damage.
Q: What if I receive the wrong product?
A: Please contact us as soon as possible with your order number and details of the issue. Once your request has been reviewed and approved, we will provide instructions for resolving the issue.
Q: How long does it take to receive a refund?
A: Approved refunds are generally processed within 10 business days after the returned item has been received and inspected. Your bank or payment provider may require additional processing time before the refund appears in your account.
Q: Which items cannot be returned?
A: Items that have been used, assembled, modified, or damaged after delivery, items returned without their original packaging or accessories, and return requests submitted outside the 30-day return period may not be eligible for return. Please review our Return & Refund Policy for complete details.
Payments, Accounts & Support
Q: Which payment methods do you accept?
A: We accept the payment methods made available through our checkout. Available options may include credit or debit cards, PayPal, and other payment methods displayed at checkout.
Q: Is my payment processed securely?
A: Payments are processed through trusted third-party payment providers that use security measures designed to protect payment transactions.
Q: Do I need an account to place an order?
A: No. You may complete a purchase without creating an account, where guest checkout is available. Customers who create an account may be able to manage their information and view their order history more easily.
Q: How can I contact Veloura?
A: You can email us at support@veloura.shop or visit our Contact Us page. We aim to respond within 24 to 48 hours during business days.
Q: Where can I find Veloura's store policies?
A: You can view our Shipping Policy, Return & Refund Policy, Payment Policy, Privacy Policy, and Terms of Service on our website at any time.
Contact Information
Store Name: Veloura
Email: support@veloura.shop
Business Address: 8689 Durbin Ln Lexington, Kentucky 40515,United States
Customer Support Hours:
Monday to Friday
9:00 AM to 5:00 PM
Response Time: Within 24 to 48 hours during business days.
If your question is not answered here, please visit our Contact Us page and our customer support team will be happy to assist you.