Frequently Asked Questions
Shipping
When will my order be dispatched?
Orders are processed within 1 to 2 business days. During holidays or busy sale periods, processing may take a little longer. We will email you as soon as your order ships.
Where can I find delivery information?
Shipping is free on every order, with no minimum spend. For full details, see our Shipping Policy.
How can I track my order?
Visit our Tracking Page and enter your order number and email. You will also receive a tracking number in your dispatch confirmation email.
Can I ship my order to a different address as a gift?
Yes. Enter the gift recipient's address as the shipping address at checkout.
Do you ship internationally?
Yes. International delivery takes 3 to 8 business days after dispatch. Customs duties and import taxes are the customer's responsibility for international orders.
Payments
How do I know if my payment has been received?
Once your payment is received, we will email you an order confirmation with your order details. If you do not receive this email within an hour of placing your order, please check your spam folder, then email us at support@velnem.com so we can check on it.
Do you provide an invoice?
Yes. Once your payment is confirmed, we will email an invoice to the email address you used at checkout. The invoice serves as proof of purchase and includes a breakdown of your order.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay.
Returns & Refunds
Can I cancel or change my order?
You can cancel or change your order within 24 hours of placing it. Email support@velnem.com with your order number as soon as possible. After 24 hours, your order may already be on its way and we will not be able to make changes.
How long does a refund take?
Once we receive your returned item, we process the refund to your original payment method within 5 business days. Your bank or card provider may take an additional 3 to 5 business days to credit your account.
What if my order arrives damaged?
Email support@velnem.com within 30 days with photos of the damage and your order number. Once we confirm it, we will send a replacement or give you a full refund. You do not pay return shipping for damaged items.
What is your return policy?
You have 30 days from delivery to return an unused item in its original packaging. For damaged, faulty, or wrong items, we cover return shipping. For change-of-mind returns, you cover return shipping. To start a return, email support@velnem.com with your order number. Full details are in our Return and Refund Policy.