FAQ
Contact & Frequently Asked Questions
Contact
How can I contact The Velanza?
If you have any questions about our products, orders, shipping, returns, or anything else related to your purchase, please do not hesitate to contact us.
Our customer support team will be happy to assist you.
Email: help@the-velanza.store
How long does it take to get a response?
We aim to respond to customer inquiries within 24 hours.
Response times may occasionally be longer during weekends, holidays, or periods of high customer-support volume.
Orders & Payment
Which payment methods can I use?
The payment methods available to you will be displayed during checkout.
Available payment methods may vary depending on your location and may include major credit and debit cards and supported digital payment methods.
Will I receive an order confirmation?
Yes. After successfully placing your order, you will generally receive an order confirmation email.
The confirmation email may include:
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Your order number
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Order summary
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Products purchased
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Shipping information
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Billing information
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Other relevant order details
If you do not receive an order confirmation after placing your order, please check your spam or junk folder first. If you still cannot find it, contact us at:
I entered the wrong shipping address. Can it be changed?
If you entered incorrect shipping information, contact us as soon as possible at:
We will make reasonable efforts to correct the information before your order enters processing or is shipped.
However, because orders may be processed automatically shortly after purchase, we cannot guarantee that an address change will be possible.
If your order has already been shipped, the shipping address may no longer be changed.
Shipping
Which countries do you ship to?
We may ship to various countries depending on product availability, shipping restrictions, and the destination.
The countries available for your particular order will be displayed during checkout.
What are the shipping costs?
Shipping costs, if applicable, will be displayed during checkout before you complete your purchase.
From time to time, we may offer free shipping promotions.
How can I track my order?
Once your order has been shipped, you will generally receive an email containing your tracking information.
You can use the tracking information to monitor the progress of your shipment.
Please note that it can take approximately 2–3 business days for tracking information to begin showing updates.
I have not received my order. What should I do?
If you have not received your order, first check your tracking information and estimated delivery date.
Orders may take approximately 7–14 business days to arrive, although some orders may require 20–25 business days depending on the product, fulfillment location, shipping carrier, customs processing, or other circumstances.
If your expected delivery period has passed or your tracking information appears unclear or has stopped updating, contact us at:
Please include your order number so that we can investigate the shipment.
My tracking information says that my order has been returned. What should I do?
If your tracking information indicates that your package has been returned to the sender, fulfillment facility, or carrier, please contact us at:
Please provide your order number and tracking information.
Our customer support team will investigate the situation and advise you on the available next steps.
Returns & Exchanges
I changed my mind. Can I return my order?
If you change your mind about your purchase, you may be able to request a return within 30 days of receiving your order, provided the product meets the eligibility requirements in our Return & Refund Policy.
Returned products generally need to be:
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Unused
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Unworn
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Unwashed
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Undamaged
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Returned with original tags and packaging
For eligible returns, we generally provide store credit rather than a monetary refund, subject to applicable law.
Return shipping costs may be the customer's responsibility unless the return qualifies for a prepaid return label.
For complete details, please review our Return & Refund Policy.
I want to exchange a product. How do I do that?
If you would like to exchange an eligible product, please contact us at:
within 30 days of receiving your order.
The product must meet the applicable return and exchange conditions.
Depending on product availability, we may be able to arrange an exchange or provide another appropriate resolution.
The product arrived damaged. What should I do?
We're sorry if your product arrived damaged.
Please contact us as soon as possible at:
Please include:
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Your order number
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Clear photographs of the damaged product
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Photographs of the packaging, where applicable
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A brief description of the damage
After reviewing your request, we may arrange a replacement or another appropriate resolution in accordance with our Return & Refund Policy and applicable law.
I received the wrong product. What should I do?
If you received a product that is different from what you ordered, please contact us at:
Please provide:
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Your order number
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A photograph of the product you received
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A photograph of the packaging or shipping label, where applicable
We will investigate the issue and work with you toward an appropriate resolution.
I never received my order. What should I do?
If your order has not arrived within the expected delivery period, please contact us at:
Please include your order number and, if available, your tracking number.
We will review the tracking information and investigate the shipment with the relevant carrier or fulfillment partner.
Where a package is confirmed as lost or undeliverable due to a logistical issue, we may arrange a replacement shipment or another appropriate resolution in accordance with our Shipping Policy, Return & Refund Policy, and applicable law.
Customer Support
If you have a question that is not answered above, please contact us.
The Velanza
Website: the-velanza.store
Email: help@the-velanza.store
We aim to respond to customer inquiries within 24 hours.