Frequently Asked Questions
Orders
How do I know my order was received?
After checkout, an order confirmation is sent to the email address you provided. If you do not see it, check your spam or promotions folder and confirm that the email address entered at checkout is correct.
Can I change or cancel an order?
Contact us as soon as possible at veloralab7@gmail.com with your order number. We will review the request, but changes or cancellations cannot be guaranteed once processing or fulfillment has started.
Processing & Delivery
How long does order processing take?
Orders are typically processed within 1–3 business days.
How long does delivery take?
Standard delivery is generally estimated at 7–15 business days after processing. During peak periods or for remote destinations, delivery can take up to 20 business days. Delivery dates are estimates and may be affected by customs or local carrier delays.
Will I receive tracking?
When tracking is available, the tracking number is sent by email after the order ships. Tracking events can take time to appear after the carrier receives the parcel.
Where does Velora Lab ship?
Available destinations and shipping charges are shown at checkout. Enter your delivery address to see the options currently available for your order.
Returns & Refunds
What is the return window?
Eligible items may be returned within 14 days of delivery. Items must be unused, unopened and in their original packaging unless the item arrived damaged or incorrect.
How do I request a return?
Email veloralab7@gmail.com with your order number, the item concerned and the reason for the request. Do not send an item back before receiving return instructions.
When will I receive my refund?
Approved refunds are issued to the original payment method and are generally processed within 5–7 business days. Your bank or payment provider may require additional time to display the credit.
What should I do if an item arrives damaged or incorrect?
Contact us promptly with your order number and clear photos of the item, packaging and shipping label so our support team can review the issue.
Products
How do I select the correct variant?
Review the colour, size, scent, pack quantity, plug type and voltage shown in the selected option before adding a product to your cart. The option selected at checkout determines what is ordered.
What should I check before purchasing an electrical product?
Confirm that the plug type and voltage are compatible with your country and intended outlet. Do not use an incompatible appliance with an unapproved adapter or voltage converter.
How should personal-care products be used?
Read the packaging and supplied instructions before use. Perform a patch test when appropriate, avoid irritated or broken skin and discontinue use if irritation occurs.
Support
How can I contact Velora Lab?
Email veloralab7@gmail.com. Include your order number when contacting us about an existing purchase. We aim to respond within 24 hours on business days.