FAQ
1. How long does order processing take?
Orders are typically processed within 1–3 business days after your order is placed and payment is successfully confirmed.
Business days do not include weekends or public holidays. During holidays, promotional periods, or other periods of high order volume, processing may take slightly longer.
2. How long does shipping take?
Estimated delivery times depend on your destination, shipping method, carrier, and other factors.
United States: Approximately 5–10 business days after shipment
International Orders: Approximately 6–12 business days after shipment
Please note that these delivery times are estimates and do not include order processing time.
3. How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number or tracking link when tracking is available.
Please allow some time for the carrier's tracking system to update after receiving your shipping confirmation.
If your tracking information has not updated for an extended period, please contact us at support@velmiorae.com.
4. Can I change my shipping address after placing an order?
If you notice an error in your shipping address, please contact us at support@velmiorae.com as soon as possible.
We will make reasonable efforts to update your shipping information before your order ships. However, once an order has been processed or shipped, we may not be able to change or redirect the delivery address.
5. Do you ship internationally?
Yes. Velmiorae may ship to international destinations where shipping services are available.
International orders may be subject to customs duties, import taxes, or other charges imposed by the destination country. Unless otherwise stated at checkout, these charges are the responsibility of the recipient.
6. What should I do if my package is delayed?
Occasional delivery delays may occur due to customs processing, severe weather, carrier disruptions, holidays, high shipping volumes, or other circumstances outside our reasonable control.
If your order is significantly delayed, please contact us at support@velmiorae.com with your order number so we can review the tracking information and assist you.
7. What should I do if my tracking says “Delivered” but I cannot find my package?
If your tracking information shows that your package was delivered but you cannot locate it, we recommend that you:
- Check around your property and any secure delivery locations;
- Ask household members, neighbors, or building management whether they accepted the package; and
- Contact the shipping carrier for additional delivery information.
If you are still unable to locate your package, please contact us at support@velmiorae.com with your order number and tracking information.
8. What should I do if my item arrives damaged, defective, or incorrect?
Please contact us at support@velmiorae.com as soon as possible.
Please include:
- Your order number;
- A description of the issue; and
- Clear photos or videos of the item and its packaging, when applicable.
After reviewing your request, we may provide a replacement, refund, or another appropriate resolution depending on the circumstances.
9. What is your return policy?
Eligible items may be returned within 30 days of delivery.
To qualify for a standard return, the item must generally be:
- Unused and unopened;
- In its original condition;
- In its original packaging with labels, tags, accessories, and included materials intact; and
- Accompanied by proof of purchase or a valid order number.
For hygiene and safety reasons, certain opened or used beauty, personal care, or health-related products may not be eligible for return unless they arrived damaged, defective, or incorrect.
Please contact us before sending a return.
10. Who pays for return shipping?
For returns due to a change of mind, personal preference, or ordering the wrong item, customers are generally responsible for return shipping costs.
If you received an item that is damaged, defective, or different from what you ordered, please contact us first. Approved resolutions for eligible damaged, defective, or incorrect items will be provided at no additional cost to you.
11. How long does it take to receive a refund?
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 5–7 business days.
Your bank, credit card issuer, or payment provider may require additional time to process and post the refund to your account.
12. Do you offer exchanges?
We do not currently offer direct exchanges for standard returns.
If you would like a different product or variation, please return the eligible item for a refund and place a new order.
If your item arrived damaged, defective, or incorrect, please contact our customer support team for assistance.
13. Are sale items returnable?
A discounted price alone does not automatically make an item non-returnable.
Only items specifically identified as “Final Sale” at the time of purchase are excluded from standard returns for reasons such as change of mind or personal preference.
Final Sale restrictions do not apply where an item arrives damaged, defective, or incorrect, subject to our Return & Refund Policy.
14. Are customs duties and import taxes refundable?
Customs duties, import taxes, and similar charges imposed by government authorities are generally not refundable by Velmiorae.
These charges are determined by local authorities and are outside our control.
15. How can I contact Velmiorae?
If you need assistance with an order, shipping, return, refund, or any other question, please contact us at:
Email: support@velmiorae.com
Company Name: Shanghai Jisi Huiyuan Technology Co., Ltd.
Brand Name: Velmiorae
Registered Address: Zone M, 2/F, Building 2, No. 715 Yingshun Road, Qingpu District, Shanghai, China
Contact Number: +86 150 4930 0004
Velmiorae.com is owned and operated by Shanghai Jisi Huiyuan Technology Co., Ltd.