Frequently Asked Questions
How can I contact Velisera?
You can email us at info@velisera.com.
We respond as quickly as possible and are happy to help with any questions you may have.
Do you ship worldwide?
Yes, we offer international shipping.
Where are the products shipped from?
Our products are shipped from our warehouse in Hong Kong.
Can I change or cancel my order?
We process orders as quickly as possible. Any changes or cancellations must be made within 12 hours of placing your order.
After this period, we are unfortunately unable to make changes. However, you may return the item for a full refund once you have received it.
What payment methods do you accept?
We accept most major credit cards, including Visa and Mastercard, as well as PayPal.
When will my order be processed?
All orders are processed and shipped from our warehouse on business days.
Orders are processed within 1–3 business days after purchase and shipped shortly after. During busy periods or holidays, processing times may be slightly longer.
How long is delivery?
Due to high demand and international shipping, delivery may take 2–4 weeks.
What if I do not receive my order?
If your order has not arrived within 30 days after it has been shipped, you are entitled to a full refund.
Do I have to pay customs duties or taxes?
Prices in our store do not include VAT. Depending on your country, VAT or customs duties may apply upon delivery.
These fees are determined by local authorities and are the customer’s responsibility. We do not cover costs or delays caused by customs processing.
How do I return an item?
Please contact us at info@velisera.com, and we will guide you through the return process.
What if the item is incorrect, damaged, or missing?
If you receive an incorrect, damaged, or missing item, please contact us as soon as possible.
Include your order number and photos of the item so we can quickly provide a suitable solution.
When will I receive my refund?
Refunds are issued to the original payment method used at checkout.
If you paid by card, it may take 7–10 business days for the amount to appear in your account after the refund has been processed.
If you have not received your refund after this time, we recommend contacting your bank.