Frequently Asked Questions (FAQ)
Ordering & Delivery
When can I expect my order?
We aim to deliver your order within 5-10 business days. While 99% of orders arrive on time, delays can occasionally occur due to high demand, customs processing, or courier issues.
You will receive a tracking number via email once your order has been shipped.
What if my order is delayed?
If your order has not arrived three days after the expected delivery date, please contact us at info@velency-living.com, and we will investigate the issue for you.
My order is missing some items. Why?
If you ordered multiple items, they may be shipped separately to speed up delivery. In most cases, any missing items will arrive within 2-3 days of the first package.
If your order is incomplete and past the expected timeframe, please contact our support team.
How much are the shipping costs?
We offer free standard shipping on all orders.
Returns & Refunds
Can I return my order if I am not satisfied?
Yes, you can return your order within 30 days of delivery, provided that:
- The item is unused and in original packaging.
- You contact us at info@velency-living.com for return instructions.
For full details, see our Returns & Refunds Policy.
What if my item arrives damaged or defective?
If you receive a faulty or damaged product, please contact us within 48 hours of delivery with photos of the issue. We will offer a replacement or a full refund depending on the situation.
Tracking & Order Status
Where can I find my tracking number?
You will receive a tracking number via email once your order has been shipped. You can track your order here:
Simply enter your email address and order number to check the status.
Why is my tracking number not working?
Tracking updates may take up to 48 hours after your package has been handed over to the courier. If no updates appear, please check again later.
Why do I have multiple tracking numbers?
If you ordered multiple products, they may be shipped from different warehouses and arrive separately, each with its own tracking number.
Need More Help?
If your question is not answered here, feel free to contact our support team at info@velency-living.com. We are happy to assist you.
Why This FAQ is Effective?
- Clear, structured, and easy to navigate for customers.
- Covers all key concerns, including delivery, returns, and tracking.
- Professional and aligned with UK e-commerce best practices.
Would you like to add any extra sections, such as payment-related questions?