FAQ
Frequently Asked Questions (FAQ)
This FAQ section is designed to help answer the most common questions from our customers. If you cannot find the information you need below, please feel free to contact our customer support team at support@velleliving.com.
For any order-related inquiries, kindly include your Order Number (example: 015SHOP-1218) together with the email address used when placing the order.
Orders & Payment
Q: How can I use a discount code?
A:
To redeem a promotional or discount code during checkout using PayPal or a debit/credit card, please follow these instructions:
- Select your desired product and click “Add to Cart.”
- Open your cart and click “PAY WITH DEBIT/CREDIT CARD” to continue to checkout.
- On mobile devices: tap “Show order summary” and enter your code.
- On desktop devices: enter the code in the discount field located on the right side of the checkout page.
- Once the code has been applied successfully, proceed with your preferred payment option, including PayPal or card payment.
Q: Which payment options are available?
A:
We support several secure payment methods, including:
- PayPal
- Visa
- MasterCard
- American Express (AE)
- Diner’s Club
- Most major credit and debit cards
- Apple Pay
- Google Pay
Q: What are the shipping charges?
A:
Our standard worldwide shipping fee starts at USD $5.99. Shipping costs may vary depending on the delivery destination and any active promotional offers. The exact shipping fee will always be displayed during checkout before payment is completed.
Shipping & Delivery
Q: Do you ship internationally?
A:
Yes. We proudly provide international shipping services worldwide. Orders are fulfilled through our global fulfillment network, and packages are dispatched from the warehouse that can provide the fastest and most efficient delivery route.
Q: What is the estimated delivery time?
A:
Orders are generally delivered within 10–20 business days after processing and shipment confirmation.
Q: How do I track my package?
A:
After your order has shipped, you will receive a shipping confirmation email containing a tracking number. You may use this tracking number on universal tracking websites such as 17track.net to monitor your package status.
Q: Why has my tracking information not updated?
A:
Tracking updates may take approximately 24–48 hours to appear after shipment. It is also normal for tracking activity to pause temporarily while the package is moving between shipping facilities.
Q: Why did I receive only part of my order?
A:
For quicker delivery, orders containing multiple products may be shipped separately from different fulfillment centers. Each shipment will have its own tracking number, which will be emailed to you individually.
Order Changes & Cancellations
Q: Can I update my shipping address, name, or phone number?
A:
Because orders are processed quickly, modification requests must be submitted as soon as possible. Please contact support@velleliving.com immediately and provide:
- Your Order Number (example: 071SHOP-112938)
- The email address used for the order
- Your complete updated shipping details
We will do our best to accommodate the request if the order has not yet entered the shipping process. Once dispatched, changes can no longer be made.
Q: Can I modify items in my order (size, color, quantity, etc.)?
A:
Yes, but requests must be submitted promptly. Please email support@velleliving.com and include:
- Your Order Number (example: 071SHOP-112938)
- Your Order Email
- Details of the changes requested
Changes are only possible before the order enters fulfillment processing.
Q: Is it possible to cancel my order?
A:
Orders may only be canceled prior to shipment. Please note that cancellation requests may be subject to a processing or handling fee. Orders that have already shipped are no longer eligible for cancellation.
Issues After Delivery
Q: My package arrived damaged. What should I do?
A:
If your item arrives damaged, please contact support@velleliving.com and provide the following information:
- Your Order Number (example: 071SHOP-112938)
- Clear photos or videos of the damaged item(s)
- A photo of the shipping label attached to the parcel
Our support team will review the issue and assist you accordingly.
Q: What if my product has a defect or quality issue?
A:
To report a manufacturing defect or product quality concern, please email support@velleliving.com with:
- Your Order Number and Order Email
- A detailed explanation of the issue
- Clear photos or videos showing the defect
Q: I received the wrong item or something is missing. What should I do?
A:
If your order is incorrect or incomplete, please contact support@velleliving.com and include:
- Your Order Number and Order Email
- A photo of the incorrect product received, or details of the missing item(s)
We will work quickly to resolve the issue.
Account & Communication
Q: I did not receive an order confirmation email. What should I do?
A:
Please check your spam or junk mail folder first. If you still cannot locate the confirmation email, contact support@velleliving.com with the name and email address used during checkout. Our support team will help locate your order and resend the confirmation.
Q: I have not received my tracking number yet. What should I do?
A:
Tracking information is typically sent within 1–2 business days after your order has been processed. If you have not received it after this timeframe, please check your spam folder before reaching out to customer support for assistance.