Frequently Asked Questions
Quick answers about orders, shipping and returns. Can't find what you need? Email velavoshopco@gmail.com.
Shipping & delivery
How much does shipping cost?
US standard shipping is $4.95 on orders under $49 and FREE on orders of $49 or more. The $49 is based on your merchandise subtotal after discounts, before taxes. Your exact shipping charge is always shown at checkout.
Where do you ship?
We currently ship to addresses in the United States only.
How long will my order take?
Orders are usually processed within 1–3 business days, and most orders arrive within 2–3 weeks. Delivery times can vary by product, location and busy periods. We don't offer guaranteed delivery dates or expedited shipping at this time.
Will I get tracking?
Yes. When your order ships, we'll email you a tracking number. Tracking can take a few days to update after the carrier receives the package.
Why did my order arrive in more than one package?
Some products ship from different fulfillment partners, so one order can arrive in separate packages on different days. You only pay one shipping charge per order, and you'll receive tracking for each package.
My order is late. What should I do?
Email us with your order number. We'll check with the carrier and our fulfillment partner and keep you updated. If a package is confirmed lost, we'll send a replacement or issue a refund.
What is shipping protection?
Shipping protection is an optional add-on that may be offered in the cart. It's never added automatically.
Orders & payment
How do I know my order was received?
You'll see an order confirmation at checkout and receive a confirmation email. If it doesn't arrive, check your spam folder or email us.
Can I change or cancel my order?
Email us as soon as possible with your order number. We'll do our best to update or cancel it before it ships, but once an order has shipped it can't be changed.
What payment methods do you accept?
The payment methods available for your order are shown at checkout. All payments are processed through Shopify's secure checkout.
Returns & refunds
What is your return policy?
You can request a return within 30 days after delivery. For change-of-mind returns, items must be unused, unopened, in their original packaging and resalable. For hygiene reasons, opened or used skincare and cosmetic products generally can't be returned for change of mind. Read the full Refund Policy.
How do I start a return?
Email velavoshopco@gmail.com with your order number and the item(s) you'd like to return. Please contact us before sending anything back; we'll reply with instructions and the return address.
What if my item arrives damaged, defective or wrong?
Email us with your order number and a short description. We may ask for a photo. We'll offer a replacement or refund, and you won't pay return shipping.
How long do refunds take?
Approved refunds go back to your original payment method. We aim to process them within five business days of completing our review; your bank may need extra time to show the refund.
Products
Are your products suitable for sensitive skin?
Check the ingredients and directions on each product page. If you have sensitive skin or allergies, patch-test first, stop use if irritation occurs, and ask a healthcare professional if you're unsure.
Contact
How can I reach you?
Email velavoshopco@gmail.com or use our contact form. Please include your order number if you have one, and never send passwords or card details.