FAQs
Everything you need to know about ordering from Veladi.
Shipping
Do you offer free shipping?
Yes. Shipping is free on every order with no minimum spend. There are no handling or surcharge fees.
Where do you ship to?
We ship within the United States only. We do not currently deliver internationally, to APO/FPO addresses, or to US territories outside the fifty states and DC.
How long does delivery take?
Orders are prepared for dispatch within 1 to 3 business days, and transit takes a further 3 to 8 business days. Total estimated delivery is 4 to 11 business days from purchase. Orders placed after 5:00 PM ET begin processing the next business day.
How do I track my order?
You'll receive a shipping confirmation email with your tracking number when your order is dispatched. Enter it on our Track Your Order page. Tracking can take up to 24 hours to become active after dispatch, so if it returns nothing straight away, check again the next day.
What if my parcel is lost or damaged?
If your order arrives damaged, email support@veladi.com within 48 hours of delivery with photos of the item and its packaging, and we'll arrange a replacement or full refund. If your order hasn't arrived 14 business days after the order date, contact us and we'll open a carrier investigation.
My order arrived in more than one parcel — is that normal?
Yes, larger orders are sometimes split across parcels. Allow 1 to 3 extra business days for the remainder before getting in touch.
Returns and refunds
What is your return policy?
You can return items within 30 calendar days of delivery. Items must be unused, unworn, in their original packaging with tags and accessories included. We don't charge restocking fees.
How do I start a return?
Email support@veladi.com with your order number and the reason for the return. We'll issue a Return Authorization number and return instructions. Don't ship anything back before you have that number.
Who pays for return shipping?
You do, for standard returns. We cover it when an item is defective, damaged or not what you ordered.
When will I receive my refund?
We process approved refunds to your original payment method within 5 business days of receiving and inspecting your return. Your payment provider may take up to 7 further business days to post the funds.
Can I cancel my order?
Yes, within 2 hours of purchase — email support@veladi.com with your order number. After that, or once the order has shipped, you'll need to use the return process instead.
Do you offer exchanges?
No. Return the original item under our normal return process and place a new order for what you'd prefer. This gets the replacement to you faster than waiting for the return to arrive and be inspected.
Payments
What payment methods do you accept?
We accept PayPal. You'll be redirected to PayPal at checkout to authorize payment, then returned to our store to complete your order.
When am I charged?
Your payment is authorized through PayPal when you place your order and captured when we confirm it, which is the point the order becomes a contract. We don't take deposits or partial payments.
Are there hidden fees or taxes?
No hidden fees. Prices are shown in USD excluding sales tax, which is calculated at checkout based on your shipping address. The checkout total is the final amount you pay. The only charge we would bill you afterwards is a redelivery fee if a parcel comes back to us because the shipping address was wrong — and we confirm that with you first.
My payment was declined — what should I do?
Check that the funding source in your PayPal account is valid and has sufficient balance, then check with your bank for holds on the account. Try an alternative funding source in PayPal. If it still fails, email support@veladi.com.
Orders and products
Can I change my order after placing it?
Email support@veladi.com immediately. A shipping address can be corrected at any point while the order is still being processed. Once it's dispatched, nothing can be changed. Cancelling is a separate and shorter window — see "Can I cancel my order?" above.
Will the product look exactly like the photos?
We photograph products as accurately as we can, but colors vary between screens and minor variation in finish between batches is normal. Check the description for exactly what's included, since images sometimes show items styled with accessories that aren't part of the purchase.
Support and privacy
How do I contact you, and how fast will you reply?
Email support@veladi.com, call +1 380 233 5414, or use the form on our Contact page. We reply within 24 business hours. Support runs Monday to Friday: 8:00 AM – 6:00 PM ET, and is closed at weekends.
Is my personal information safe?
Yes. Our store runs over SSL encryption, and payment is handled entirely inside PayPal — we never receive or store your card or bank details. We don't sell or rent your personal information. Our Privacy Policy sets out exactly what we collect and why.