Orders & Shipping
How long does shipping take?
Most orders are processed within 1–3 business days. Standard shipping typically takes 5–7 business days within the US. Expedited shipping takes 2–3 business days. You'll receive a tracking number by email once your order ships.
Do you offer free shipping?
We offer free standard shipping on qualifying orders. Check our Shipping Policy for current thresholds and details.
Can I track my order?
Yes! Once your order ships, you'll receive a confirmation email with a tracking link. You can also visit our Track Your Order page at any time.
Do you ship internationally?
Currently we ship within the United States. International shipping options may be added in the future — sign up for our newsletter to stay updated.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery for unopened, unused items in their original packaging. For hygiene reasons, opened skincare and beauty products cannot be returned unless they are defective. Please visit our Refund Policy page for full details.
How do I start a return or exchange?
To initiate a return or exchange, please contact us with your order number and reason for return. We'll guide you through the process.
What if my product arrived damaged or defective?
We're so sorry to hear that! Please contact us within 48 hours of receiving your order with a photo of the issue and we'll make it right with a replacement or full refund.
Skin Type & Product Guidance
How do I know which products are right for my skin type?
Each product page includes detailed skin type guidance. As a general rule: our clay masks and lightweight serums work well for oily and combination skin, while our body oils and richer moisturizers are ideal for dry skin. If you're unsure, contact us and we'll help you find the right match.
How much product should I use?
A little goes a long way with Velora formulas. Each product page includes usage instructions. For serums, 2–3 drops is typically sufficient for the full face. For masks, apply a thin, even layer and follow the recommended leave-on time.
Can I use multiple Velora products together?
Yes! Our products are formulated to work together. A simple routine: cleanser → serum → moisturizer. For targeted treatments like our clay mask, use 2–3 times per week in place of your regular moisturizer step.
Ingredients & Safety
Are your products cruelty-free?
Yes — all Velora products are cruelty-free and never tested on animals.
Are your products safe for sensitive skin?
Our formulas are developed with sensitive skin in mind and are free from harsh sulfates, parabens, and artificial fragrances. However, we always recommend doing a patch test before first use, especially if you have known skin sensitivities or allergies.
Are your products safe to use during pregnancy?
We recommend consulting your healthcare provider before introducing any new skincare products during pregnancy or while breastfeeding, as individual sensitivities can vary.
Payments & Security
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay. All transactions are encrypted and secure.
Is it safe to shop on Velora?
Absolutely. Our store is powered by Shopify, one of the world's most trusted e-commerce platforms. Your payment and personal information are always protected with industry-standard SSL encryption.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible. We process orders quickly, so we can't guarantee changes once an order has been submitted — but we'll do our best to help.
Still Have Questions?
We're here to help! Contact us and we'll get back to you within 1–2 business days.
