FAQ
Frequently Asked Questions (FAQ)
Welcome to the Velunota FAQ page! Here you can find answers to some of the questions our customers ask most often. If you can’t find the information you’re looking for, please contact our support team at support@velunota.com with your Order Number and Order Email — we’ll be glad to help.
Ordering & Payments
Q: How can I use a discount code?
To apply a discount code during checkout:
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Add the products you would like to purchase to your cart.
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Click PAY WITH DEBIT/CREDIT CARD to continue. (This applies to both PayPal and credit/debit card payments.)
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On mobile, tap Show order summary, then enter your discount code. On desktop, enter the code in the field located on the right-hand side of the checkout page.
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Finish your payment using your preferred payment method.
Q: Which payment methods are accepted?
We accept several secure payment options:
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PayPal, including guest checkout
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Major credit/debit cards: Visa, MasterCard, American Express, Diners Club
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Apple Pay & Google Pay
Q: What are the shipping costs?
Our standard shipping fee is generally USD $5.99 for worldwide delivery. The final shipping cost may vary depending on your destination and any active promotions. The exact amount will be shown clearly at checkout before you complete your purchase.
Shipping & Delivery
Q: Do you ship internationally?
Yes! We deliver to most countries around the world. Depending on product availability and your destination, your order may be shipped from one of our fulfillment centers.
Q: How long does shipping take?
Estimated delivery usually takes 10–20 business days after your order has been processed and dispatched.
Q: How can I track my order?
Once your order has been shipped, you will receive a confirmation email with your tracking number. You can use the tracking details in that email to follow your shipment.
Q: Why isn’t my tracking number updating?
Tracking information may take 24–48 hours after shipment confirmation to become available or update. It is also normal for tracking activity to pause for a few days while a package is moving between carrier facilities.
Q: I only received part of my order. Why?
Orders with multiple products may sometimes be shipped separately from different fulfillment locations. When this occurs, each package may have a separate tracking number, which will be sent to your email.
Order Modifications & Cancellations
Q: Can I update my shipping address, name, or phone number?
This request is time-sensitive. Please contact us immediately at support@velunota.com with the subject line “Urgent: Address Change”.
Please include:
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Your Order Number
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Order Email
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Correct shipping information
We will make reasonable efforts to update your order as long as it has not already entered processing or fulfillment. Orders that have already shipped generally cannot be changed. In some situations, you may also need to contact the shipping carrier directly.
Q: Can I modify the items in my order?
To request changes to the size, color, quantity, or other order details, please email us immediately at support@velunota.com with the subject line “Urgent: Order Change.”
Please include:
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Your Order Number
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Order Email
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Details of the requested changes
Changes can only be made if the order has not yet entered fulfillment.
Q: Can I cancel my order?
If your order has not yet entered fulfillment or shipping, please contact us as soon as possible to request a cancellation.
Cancellation cannot be guaranteed once processing has started. Orders that are already in transit generally cannot be canceled and may need to be returned after delivery in accordance with our Return & Refund Policy.
Post-Delivery Issues
Q: My order arrived damaged. What should I do?
We apologize for the inconvenience. Please email support@velunota.com and include:
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Your Order Number
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Order Email
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Clear photos or video showing the damaged item
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A photo of the shipping package
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A photo of the shipping label
Please keep the product and its original packaging until our support team has reviewed your request.
Q: My item has a quality issue or defect.
We take product quality seriously. Please email support@velunota.com with your Order Number, Order Email, and clear photos or video showing the issue.
Our customer service team will review the information provided and offer an appropriate solution.
Q: I received the wrong item or am missing items.
We’re sorry for the inconvenience. Please contact us at support@velunota.com with:
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Your Order Number
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Order Email
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A photo or video of the products received
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A photo of the shipping package and label
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A description of the incorrect or missing item
We’ll review your request and work to resolve the issue as quickly as possible.
Account & Communication
Q: I didn’t receive an order confirmation email.
Please check your spam or junk folder first.
If you still cannot locate the confirmation email, contact support@velunota.com using the email address associated with your order. Include your name and any available order information so we can help locate your purchase.
Q: I haven’t received my tracking number yet.
Tracking information is generally sent after your order has been processed and shipped.
Please check your spam or junk folder. If you still have not received tracking information after your order has been processed, contact us at support@velunota.com for assistance.