FAQs

We've gathered answers to some of the most common questions our customers have. If you don't find what you're looking for, feel free to reach out to us!

1. How long does it take for my order to arrive?

Your order will be processed within 1-3 business days. Once shipped, transit time is typically 5-6 business days. Altogether, you can expect your delivery to arrive within 6-9 business days. Remember, we currently ship within the Australia only, and all shipping is free!

2. Do you offer free shipping?

Yes! We offer Free Shipping on all orders within the Australia. There are no hidden fees or extra charges.

3. What payment methods do you accept?

We accept a variety of payment options to ensure your convenience and security:

  •  Visa,
  • Mastercard,
  • American Express,
  • JCB,
  • Discover,
  • Diners Club,
  • Apple Pay,
  • PayPal.

4. How can I track my order?

Once your order is shipped, we will send you a confirmation email with your tracking number and a link to track your package. You can easily check the status and location of your order anytime.

5. Can I cancel or modify my order?

If you need to cancel or change your order, please contact us as soon as possible at info@velora-vida.com or call +61 422 663 702. If your order hasn’t been processed yet, we’ll do our best to accommodate your request. Unfortunately, once your order has been shipped, we cannot make any changes.

6. What is your return and refund policy?

We strive to ensure your satisfaction with every purchase. If you're not completely happy, please contact us within 30 days of receiving your order to initiate a return or refund. The item must be in its original condition. For detailed information, visit our Returns & Refunds Policy page.

7. Do you offer exchanges?

We don’t offer direct exchanges. If you want a different size or product, you’ll need to return the item (as long as it meets our return conditions), and then place a new order for the one you’d like.

8. What should I do if I receive a damaged or incorrect item?

We’re truly sorry for any inconvenience. If you receive a damaged or incorrect item, please get in touch with us immediately with your order details and a photo of the item. We’ll resolve the issue as quickly as possible.

9. How can I contact your support team?

Our customer service team is available from Monday to Saturday, 9:00 am to 5:00 pm (AEST- Sydney Time). You can reach us via:

  • Phone: +61 422 663 702
  • Email: info@velora-vida.com

We aim to respond to all inquiries within 24 hours.