FAQs
Frequently Asked Questions
Orders
How do I know my order went through?
You’ll get an order confirmation email within a few minutes of checkout. If it hasn’t arrived, check your spam folder, then email us with the name and address you used.
Can I change or cancel my order?
Yes, free of charge, at any time before it is dispatched. Email us as soon as possible with your order number. Once a parcel is with the carrier it has to be handled as a return.
Can I change my shipping address after ordering?
Only before dispatch. Contact us immediately. We can’t redirect a parcel once it has left the fulfilment centre.
Shipping
How long will my order take?
Processing takes 1–3 business days. Delivery is then typically 7–15 business days to Canada and the US, 8–18 to the UK, EU, Australia and New Zealand, and 10–25 elsewhere. Full table on our Shipping & Delivery page.
Do you ship to my country?
We ship worldwide except to destinations under sanctions or carrier suspension. If checkout offers you a shipping rate, we can deliver to you.
Why did my order arrive in separate parcels?
We work with several fulfilment partners. Items from different facilities ship separately and can arrive days apart. You get tracking for each parcel — nothing is missing.
My tracking number isn’t updating.
Tracking often takes 3–7 days to start moving after dispatch while the parcel goes through its first carrier handover. If there’s no movement for 10 business days, email us and we’ll open an investigation.
Will I have to pay customs or import duty?
Possibly, depending on your country. Unless checkout showed duties as prepaid, parcels are sent Delivered Duty Unpaid and any local duty, VAT/GST or brokerage fee is the recipient’s responsibility. Where we’re legally required to collect destination tax, it appears as a separate line before you pay.
Returns & refunds
What’s your return window?
30 days from delivery. Items must be unused, in original packaging, with seals and tags intact.
Who pays return shipping?
We do, if the item is faulty, damaged, incorrect or not as described. You do, if it’s a change of mind. Full detail on the Returns & Refunds page.
My item arrived damaged. What now?
Email us within 7 days with photos of the item and the outer packaging. We’ll replace it or refund you in full — usually without asking you to ship it back.
How long does a refund take?
We inspect returns within 3 business days of receipt, then refund to your original payment method. Banks typically post the funds within 5–10 business days.
Do you charge restocking fees?
No.
Can I exchange instead of returning?
Yes. The quickest route is to return for a refund and reorder, but ask us and we’ll arrange a direct exchange.
My order never arrived.
If it’s more than 30 days past the latest delivery estimate, contact us and we’ll reship free or refund you in full — your choice.
Payment & pricing
What payment methods do you accept?
All major credit and debit cards, plus the accelerated wallets shown at checkout. Available options can vary by country.
What currency am I charged in?
The currency shown at checkout. You can switch currencies using the selector on the site. Your bank may apply its own conversion fee.
Is my payment information secure?
Yes. The site runs over encrypted HTTPS and payments are handled by PCI-DSS compliant processors. We never see or store your full card number.
Products
Are your comparison prices real?
Yes. A crossed-out price is either a manufacturer’s suggested retail price or a price at which we genuinely offered the item. We don’t inflate “was” prices.
Do products come with a warranty?
Products carry the manufacturer’s warranty where one is offered, in addition to your statutory rights.
Still need help?
Email vellosupportteam@vellostore.store or call (587) 400-1737, Monday to Friday, 9:00–17:00 Eastern Time. We reply to every email within one business day.