FAQ

Frequently Asked Questions (FAQ)

🔄 Returns & Refunds

What is your return policy?
We accept returns within 14 days of delivery. To be eligible, items must be unused, in their original condition, and in the original packaging.

What items cannot be returned?
We do not accept returns for:

  • Digital products (downloads or subscriptions)
  • Perishable goods (e.g. food, flowers, cosmetics)
  • Final sale or clearance items
  • Personalized or custom-made products

How do I start a return?
To request a return, please email us at info@velique-store.com with:

  • Your order number
  • The item(s) you want to return
  • Reason for return
  • Photo evidence (if the item is damaged or defective)

Once approved, we’ll send you full return instructions.

How long does it take to receive a refund?
After we receive and inspect your return, refunds are processed within 14 days and issued to your original payment method.

Who pays for return shipping?

  • Defective, damaged, or incorrect items: We cover return shipping
  • All other returns: Customers are responsible for return shipping costs

Are shipping costs refundable?
No—original shipping costs are non-refundable.

🚚 Shipping & Delivery

Where do you ship to?
We currently ship to:

  • United Kingdom & Ireland
  • United States
  • Canada
  • Australia & New Zealand

Do you offer free shipping?
Yes—we offer free shipping on all orders, including international delivery.

How long does processing take?
Orders are processed within 1 business day (Monday–Friday).
Orders placed after midnight (GMT) will be processed the next business day.

How long does delivery take?

United Kingdom & Ireland

  • Delivery: 2–11 business days

United States, Canada, Australia & New Zealand

  • Delivery: 3–17 business days

Please note: delivery times may vary due to customs, couriers, or peak demand.

Can I track my order?
Yes. Once your order is shipped, you’ll receive a tracking number via email. Tracking updates may take 2–3 business days to appear.

📦 Orders & Issues

What if my item arrives damaged?
If your order arrives damaged, please contact us with photo evidence. We’ll review your case and provide a solution as quickly as possible.

What if my package is lost or delayed?
If your order is significantly delayed, contact us and we’ll assist you.
For lost or damaged shipments, we recommend also contacting the shipping carrier to file a claim.

Can I change or cancel my order?
If your order hasn’t been processed yet, we may be able to update or cancel it. Please contact us as soon as possible.

💳 Payments & Security

What payment methods do you accept?
We accept major payment methods including:

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay
  • PayPal

Is my payment information secure?
Yes. All transactions are protected using secure encryption and trusted payment providers.

Will I receive an order confirmation?
Yes—you’ll receive an email confirmation immediately after placing your order.

📩 Contact & Support

How can I contact Velique?
If you have any questions, feel free to reach out:

📧 info@velique-store.com
📞 +44 74435 11077

Support Hours
Monday–Saturday: 9:00 AM – 6:00 PM (GMT)
Sunday & Public Holidays: Closed

We aim to respond within 24 hours.