FAQ

Welcome to the Velmoralux FAQ page. Here you'll find answers to some of the most common questions about ordering, shipping, payments, and returns.

1. Where do you ship?

We currently ship to customers within the regions available at checkout. Shipping availability is determined during the checkout process based on your delivery address.

2. How much does shipping cost?

We offer Free Standard Shipping on all orders.

There are no additional standard shipping charges at checkout.

3. How long does shipping take?

Our standard delivery timeline is:

Processing Time: 1–2 business days
Transit Time: 7–13 business days
Estimated Delivery: 8–15 business days

Please note that delivery times are estimates and may vary due to carrier delays, holidays, weather conditions, or other unforeseen circumstances.

4. When will my order be processed?

Orders are typically processed within 1–2 business days after payment has been successfully received.

Orders placed after 5:00 PM (GMT-8) Pacific Time, on weekends, or on public holidays will begin processing on the next business day.

5. How can I track my order?

Once your order has been shipped, you'll receive a shipping confirmation email with tracking information (when available).

Please allow up to 48 hours for tracking updates to become active.

6. Can I cancel my order?

Yes.

Orders may be cancelled before they have been processed or shipped.

If your order has already been fulfilled or shipped, you'll need to follow our Return & Refund Policy after delivery.

Please contact us as soon as possible at support@velmoralux.com.

7. What is your return policy?

We accept returns within 30 days of the delivery date.

Returned items must:

Be unused
Be in their original condition
Be in their original packaging
Include proof of purchase

Please review our Return & Refund Policy for complete details.

8. When will I receive my refund?

After we receive and inspect your returned item, approved refunds are typically processed within 5–10 business days to your original payment method.

Processing times may vary depending on your bank or payment provider.

9. What payment methods do you accept?

We accept secure payments through Shopify, including payment methods available at checkout, such as major credit and debit cards, Shop Pay, Apple Pay, Google Pay, and other supported payment options.

Available payment methods may vary depending on your location.

10. Is my payment information secure?

Yes.

All payments are processed through Shopify's secure payment infrastructure using industry-standard encryption.

Velmoralux does not store your complete payment card information.

11. What if I receive a damaged or incorrect item?

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Include:

Your order number
A description of the issue
Clear photos of the item

We'll review your request and work to resolve the issue as quickly as possible.

12. What if I entered the wrong shipping address?

If you notice an error in your shipping address, contact us immediately at support@velmoralux.com.

We'll do our best to update your information before your order is processed. Once an order has shipped, we cannot guarantee address changes.

13. How can I contact customer support?

We're always happy to help.

Email: support@velmoralux.com

Phone: (213) 371-3731

Business Hours

Monday – Friday: 9:00 AM – 5:00 PM (Pacific Time)

Response Time: 1–2 business days

Still Need Help?

If you couldn't find the answer you were looking for, please contact our customer support team.