FAQ

Frequently Asked Questions

Where is my order?

Once your order has been dispatched, you will receive a confirmation email with a tracking number. You can use this to track your parcel directly through the carrier's website.

If you have not received a tracking email within 3 business days of placing your order, please check your spam folder first. Still nothing? Contact us at support@velara.uk with your order number and we will look into it straight away.

How long does delivery take?

Here is a full breakdown of our delivery timeline:

•        Processing time: 1–2 business days

•        Shipping time: 6–12 business days

•        Total estimated time: 7–14 business days from order date

Please note that our products ship from overseas, which is why delivery takes slightly longer than domestic retailers. We appreciate your patience — good things are worth the wait.

Can I cancel my order?

We process orders quickly, so cancellations are only possible before your order has been dispatched. If you would like to cancel, please contact us at support@velara.uk or call +44 7916 695 299 as soon as possible after placing your order.

If your order has already been dispatched by the time you contact us, we are unable to cancel it. In that case, you are welcome to return the item once it arrives, in line with our Return Policy.

What if my parcel arrives damaged?

We are sorry to hear that — this is not the experience we want for you. If your order arrives damaged, please contact us within 48 hours of receiving it at support@velara.uk and include:

•        Your order number

•        A clear photo of the damaged item and packaging

•        A brief description of the damage

We will arrange a replacement or full refund at no additional cost to you. Return shipping for damaged items is covered by us.

See shipping policy here.

Can I return earrings?

Earrings can only be returned if the original sealed packaging remains completely unopened. Once the seal has been broken, we are unable to accept a return for hygiene and health protection reasons.

How do I return an item?

Returning an item is straightforward. Here is how:

•        Email us at support@velara.uk within 14 days of receiving your order

•        Include your order number and reason for return

•        We will respond within 1 business day with return instructions and our return address

•        Pack the item securely with tags still attached

•        Send using a tracked service — we cannot be held responsible for items lost in transit

Return shipping costs are the responsibility of the customer for change-of-mind returns. Items must be returned within 14 calendar days of receiving your order. 

When will I receive my refund?

Once we receive and inspect your returned item, we will notify you by email within 2 business days. If your return is approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that original shipping costs are non-refundable, unless the item was received faulty or incorrect.

What if my product is defective?

If you receive a faulty or incorrect item, please contact us at support@velara.uk within 48 hours of delivery. Include your order number and photos of the fault.

We will arrange a free replacement or full refund, including return shipping costs. Your rights under the Consumer Rights Act 2015 are fully protected.

See return policy here.

Which payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard and American Express. Additional payment methods such as PayPal or Apple Pay may also be available at checkout, depending on your device and location.

All transactions are processed securely through our payment provider. We never store your card details.

Is it safe to shop on Velara?

Yes, absolutely. Our website uses SSL encryption to protect your personal and payment information. All payments are processed through a secure, certified payment provider — your card details are never stored on our servers.

We take your privacy seriously. For full details on how we handle your data, please read our Privacy Policy.

•        Email: support@velara.uk

•        Phone: +44 7916 695 299