Frequently Asked Questions (FAQ)

What is the delivery time for my order?

When you place an order with Velura, the delivery time may differ from what you’re used to. Because our products ship directly from our suppliers, we save significantly on storage and transport costs. This allows us to offer our products at competitive prices.
The average delivery time is 6 to 12 business days (Monday to Friday, excluding public holidays).

What should I do if I haven’t received my order?

Due to high demand, your order may arrive a little later than expected. We appreciate your understanding. If this period has passed and you still haven’t received your order, please email info@velura.com. We will investigate what happened to your package.

I want to exchange/return my order—how do I do that?

To return an item, please contact our customer service at info@velura.com. Include your name, order number (e.g., #0000) as shown in your confirmation email, and the reason for the return. We will send you the return address and confirm your request. Once confirmed, you can ship the product using the carrier of your choice.

How much does it cost to return products?

Return shipping is at your own expense. Costs depend on the carrier you choose. Please check the carrier’s website for exact rates.

What are the conditions for returning my product?

There is always a 14-day return period, starting from the day you receive the product. However, returns are only accepted if:

  • The return period has not expired.

  • The product is in its original packaging and all tags are intact.

  • The product has not been used.

Which payment methods can I use?

We accept payments via iDeal, Bancontact, credit card, and Klarna. If you’re unsure whether your method is accepted, proceed to checkout to view all available options.
All transactions are processed through secure and reliable payment systems, so they are 100% safe.

What if I haven’t received an order confirmation email?

That shouldn’t happen, so please email your full name and email address to info@velura.com. We’ll assist you promptly.

Can I cancel my order?

Want to cancel your order for any reason? Please email info@velura.com as soon as possible. Include your name, order number (e.g., #0000) from the confirmation email and, if you wish, the reason for cancellation.