Frequently Asked Questions (FAQs)

Where do you ship from

We ship all orders from our warehouse in Hong Kong.

Do you ship internationally

Yes, we offer worldwide shipping to most countries.

How long does delivery take

Shipping usually takes 7 to 15 business days depending on your location. You will receive a tracking number once your order is dispatched.

When will my order be shipped

Orders are processed within 1 to 3 business days. You will be notified via email once your order is shipped.

What payment methods do you accept

We accept all major credit and debit cards including Visa, Mastercard, and American Express. We also accept PayPal.

Can I cancel my order

Yes, you can cancel your order within the first 12 hours after purchase. Please email us at info@velaurea.com with your order number and request.

What if I receive a damaged or faulty item

If your item arrives damaged or defective, please email us at info@velaurea.com within 24 to 48 business hours of receiving your order. Include your order number and clear photos of the product. We will assist you with a replacement or refund.

Do you offer refunds

Refunds are available for damaged or incorrect items. If you are unsatisfied with your product, please contact us and we will review your case individually. Before you contact us, please check our return and refund policy.

How do I track my order

Once your order is shipped, you will receive an email with your tracking number and a link to track your package.

What if I entered the wrong shipping address

Please email us immediately at info@velaurea.com. If your order hasn’t been shipped yet, we will do our best to update the address.

How can I contact customer support

You can reach our customer support team by emailing info@velaurea.com. We respond within 24 to 48 business hours from Monday to Friday.