FAQs
Frequently Asked Questions (FAQ)
1. I have a question about my order. How can I contact you?
You can reach our support team anytime at Contact.Vellara@gmail.com. We’re here to help with any concerns related to your order, shipping, or products.
2. How long does it take to process my order?
Our team processes all orders within 2–4 business days before they are shipped out. During peak seasons or sales, processing may take slightly longer.
3. How long does shipping take?
Standard shipping typically takes 7–14 business days after processing. Delivery times may vary depending on your location, carrier delays, or customs processing.
4. Do you ship internationally?
Yes! We ship worldwide. Please note that international delivery times may vary and some countries may require customs fees upon arrival.
5. When will I receive my tracking number?
Tracking information will be emailed to you once your order has shipped. Please allow 1–2 days for tracking updates to appear after receiving your tracking number.
6. My tracking hasn’t updated — is this normal?
Yes. Tracking may take 1–2 days to show movement, especially during high-volume carrier periods. If your tracking hasn’t updated after several days, feel free to email us so we can check on your order.
7. Can I cancel or change my order after placing it?
Yes — but you must contact us within 12 hours of placing your order. After this window, your order may already be processing and changes cannot be guaranteed.
8. What is your return and refund policy?
We offer a 30-day return window for eligible items.
To qualify, the item must be unused and in original condition.
We also require photo evidence to approve a return or replacement.
To start a return, simply reach out to us at Contact.Vellara@gmail.com.
9. What if my item arrives damaged or defective?
If your order arrives damaged, defective, or incorrect, please email us with photo evidence and your order number. We’ll quickly review the issue and either replace the item or issue a refund.
10. Is there a product guarantee?
Yes! All Vellara products come with a quality guarantee. If you experience any issues related to craftsmanship or functionality within a reasonable timeframe, contact us and we’ll make it right.
11. What if my order is lost in transit?
If your tracking hasn’t moved for an extended period or your package appears lost, contact us and we’ll work with the carrier to resolve the issue. If confirmed lost, we will resend the item or issue a refund.
12. I entered the wrong shipping address. What should I do?
Please email us immediately. If your order has not yet been processed (within the 12-hour window), we can update your shipping information. Once shipped, address changes are no longer possible.
If you need additional help, our team is always here for you at Contact.Vellara@gmail.com.