FAQ
Customer FAQ
This section is intended to provide clear guidance on our most common ordering, payment, shipping, and after-sales questions.
For assistance with an inquiry not covered below, please contact support@vellevelorani.com.
For order-related requests, please include your Order Number (e.g. 015SHOP-1218) together with the email address associated with the purchase.
Orders & Payments
Q: How do I redeem a promotional code?
A: Discount codes may be entered during checkout before payment is finalized.
Please follow these steps:
- Add the desired item to your shopping cart.
- Select “PAY WITH DEBIT/CREDIT CARD” from the cart to proceed to checkout. This payment route supports both card and PayPal transactions.
- Enter your promotion code:
- Mobile checkout: Open “Show order summary” and enter the code in the appropriate field.
- Desktop checkout: Use the discount field displayed on the right side of the checkout page.
- After the code is successfully applied, proceed with PayPal or your selected credit/debit card.
Q: What payment methods can I use?
A: We currently accept the following payment options:
- PayPal
- Visa
- MasterCard
- American Express (AE)
- Diner’s Club
- Major debit and credit cards
- Apple Pay
- Google Pay
Q: What are your shipping charges?
A: Our standard international shipping charge is $5.99 USD.
The final shipping amount may vary depending on the delivery destination and any applicable promotional offer. The confirmed amount will be displayed during checkout before payment is authorized.
International Shipping & Transit
Q: Do you ship outside your home market?
A: Yes. Orders are available for delivery worldwide.
We operate with an international fulfillment network, allowing orders to be assigned to the facility that can provide the most efficient available shipping route.
Q: What is the expected delivery period?
A: Estimated delivery is 10–20 business days after the order has completed processing and has been shipped.
Q: How will I receive my tracking number?
A: A shipping confirmation email will be issued once the order has been dispatched. The email will include the applicable tracking number.
Customers may use third-party tracking services such as 17track.net to monitor shipment progress.
Q: Why are there periods without tracking updates?
A: Tracking systems can require 24–48 hours to register initial shipment events.
Temporary gaps in tracking activity can also occur while a parcel is being transferred between carrier facilities and are not necessarily an indication of a delivery issue.
Q: Why was my order divided into multiple shipments?
A: Orders with multiple items may be fulfilled from more than one warehouse or distribution facility in order to improve delivery efficiency.
Each individual shipment will receive its own tracking number, which will be communicated to the customer by email.
Changes & Cancellations
Q: Can my shipping address or contact information be updated?
A: Requests to revise the recipient name, telephone number, or shipping address must be submitted immediately to support@vellevelorani.com.
Please include:
-
Order Number (e.g.
071SHOP-112938) - Order Email
- The full and correct shipping information
We will attempt to accommodate the request provided that the order has not yet proceeded to shipment processing.
No changes can be made after dispatch.
Q: Can I modify product details after checkout?
A: Requests involving product size, color, quantity, or similar order details should be submitted to support@vellevelorani.com without delay.
Please provide:
- Order Number
- Order Email
- A clear description of the requested modification
Such adjustments are only possible before the order enters the fulfillment process.
Q: What are the conditions for canceling an order?
A: Cancellation requests can only be accepted before the order has been dispatched.
An applicable handling fee may be charged for eligible cancellations. Once an order has shipped, cancellation is no longer available.
Delivery Exceptions & Product Concerns
Q: What should I do if my order arrives damaged?
A: Please contact support@vellevelorani.com and submit:
- Order Number
- Clear photos or video documenting the damage
- A photo of the shipping label
Q: How do I report a defective or poor-quality item?
A: Please send support@vellevelorani.com:
- Order Number and Order Email
- A written explanation of the issue
- Photos or video clearly demonstrating the defect
Q: What if an incorrect item was delivered or an item is missing?
A: Please provide our support team with:
- Order Number and Order Email
- A photo of the item received in error, or a description/list of the missing item(s)
Send this information to support@vellevelorani.com so that we can review the order and assist accordingly.
Order Emails & Tracking Notifications
Q: I cannot find my order confirmation email.
A: Please review your spam, junk, and promotional folders before contacting support.
If the message is still unavailable, email support@vellevelorani.com with the name and email address used, or believed to have been used, at checkout. We will attempt to locate the order and resend the confirmation.
Q: When should I expect my tracking number?
A: Tracking details are generally issued within 1–2 business days after order processing.
If you have not received the tracking email within this timeframe, first review your spam or junk folders. You may then contact customer support for additional assistance.