FAQ
Velluris Customer Support & FAQ
How can I contact Velluris?
You can email us at velluris.shop@gmail.com Our friendly customer service team will be happy to help you with any questions or concerns!
Do you ship worldwide?
Yes! We ship our baby products to parents all around the world.
Where do you ship from?
All orders are shipped from our warehouse in Hong Kong.
Can I change or cancel my order?
To ensure fast processing, please request any changes or cancellations within 12 hours of placing your order. Requests after this time cannot be accommodated, but you can return your order for a full refund once it arrives.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX).
When will my order be processed?
Orders are processed between Monday and Friday. Please allow 1-3 business days for processing, and shipping will begin the next day. Orders may take longer to process during holidays and sale seasons. Please note we do not ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take 2-4 weeks to arrive at your doorstep.
What if I don’t receive my order?
If your order hasn’t arrived within 30 days of shipping, you are eligible for a full refund.
Will I be charged customs or taxes?
All prices on our site are tax-free in US Dollars, but import taxes, duties, and customs fees may apply depending on your country. These charges are your responsibility and are determined by your local customs office. For details, please contact your local customs office.
How do I return an item?
Please contact us at velluris.shop@gmail.com to start a return.
What if the item I received is defective, incorrect, or damaged?
If your order is missing items, incorrect, or defective, contact us at velluris.shop@gmail.com. Include your order number, photos of the item(s), and any relevant details. We will work quickly to resolve your case.
When will I receive my refund?
Refunds will be issued to your original payment method. Credit or debit card refunds are usually processed within 7-10 business days of receiving the returned item or cancellation request. Please check with your bank or card issuer for the exact posting date.