Frequently Asked Questions (FAQ)

Last updated: April 2026 

Orders & Delivery

1. Where is my order?

Once your order has been dispatched, you will receive a confirmation email with a tracking number.

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.

2. 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
  • Order Cutoff Time: 5:00 PM (GMT)
  • Time Zone: (GMT+00:00) Greenwich Mean Time (London)

3. 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

4. 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
  • Clear photo of the damaged item and packagin
  • Brief description of the damage

We will arrange a replacement or full refund at no additional cost to you.

Returns & Refunds

5. 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.

Important: Please ensure you wish to keep your earrings before opening the packaging. This is a legal hygiene exemption under the Consumer Contracts Regulations 2013 and applies to all earring types including studs, hoops and drop earrings.

6. 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 24 hours with return instructions and our return address
  • Pack the item securely with tags still attached
  • Send using a tracked service.

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.

7. 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.

8. 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. Your rights under the Consumer Rights Act 2015 are fully protected.

9. 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 Google Pay and Shop 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.

10. 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

Contact Information

Store name: Velara
Company name: TechMarketPro
Company number: 92263313
Warehouse address: 9 Kendal Cl, Woodhouse, Leeds LS3 1NT, United Kingdom
Company address: De Nieuwe Erven 3, 5431 NV Cuijk, Netherlands

Phone: +44 7916 695 299
Email: support@velara.uk
We aim to respond to your inquiries within 24 hours

Customer service Hours
Monday to Friday: 09:00 – 17:00 (GMT)
Saturday and Sunday: Closed