Thank you for shopping with Velestora. We aim to provide a smooth, reliable, and transparent delivery experience for every order.
If you have any questions about your shipment, please contact us at support@velestora.com.
Order Processing
Orders are processed before they are dispatched for delivery.
Processing time may vary depending on the product, order volume, availability, weekends, public holidays, or other operational circumstances.
Once your order has been shipped, you will receive a shipping confirmation email with tracking information where available.
Please make sure your shipping address and contact information are correct before completing your purchase.
Shipping Destinations
Velestora ships to selected countries and regions shown as available during checkout.
Available shipping destinations may change from time to time depending on carrier availability, fulfilment capabilities, and other operational factors.
If your location is not available during checkout, we are currently unable to ship to that destination.
Estimated Delivery Times
Estimated delivery times are provided during the ordering process where available.
Delivery times are estimates and begin after your order has been processed and dispatched.
Actual delivery times may vary depending on factors including:
Velestora cannot guarantee an exact delivery date unless expressly stated.
Tracking Your Order
Where tracking is available, you will receive tracking information after your order has been dispatched.
Please allow some time for tracking information to update after receiving your shipping confirmation.
You can use your tracking number to follow the progress of your shipment.
If your tracking information has not updated for an extended period, contact us at:
support@velestora.com
Please include your order number when contacting us.
Shipping Costs
Shipping charges, if applicable, will be displayed during checkout before you complete your purchase.
From time to time, Velestora may offer free shipping, discounted shipping, or other shipping promotions.
Any applicable conditions will be clearly displayed on our website or during checkout.
Multiple Packages
In some cases, products in the same order may be fulfilled from different locations.
As a result, your order may arrive in separate packages and at different times.
If this happens, you may receive more than one tracking number.
You will not be charged additional shipping fees solely because we choose to fulfil an order in multiple packages unless this was clearly disclosed before purchase.
Incorrect or Incomplete Shipping Address
Customers are responsible for providing an accurate and complete shipping address when placing an order.
Please carefully check:
If you notice an error in your shipping information, contact us immediately at support@velestora.com.
We will make reasonable efforts to update the address before the order is processed or shipped.
However, once an order has been dispatched, we may not be able to change the delivery address.
Velestora is not responsible for delivery problems caused by incorrect or incomplete information supplied by the customer, except where required by applicable law.
Failed Delivery or Returned Packages
A package may be returned to the sender if:
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The delivery address is incorrect or incomplete
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Delivery attempts are unsuccessful
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The package is refused
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The package is not collected from the carrier or collection point
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The carrier is unable to complete delivery
If your order is returned to the sender, please contact support@velestora.com.
We will review the situation and advise you of the available options.
Additional shipping charges may apply for reshipping where the failed delivery was caused by incorrect customer-provided information or failure to collect the package.
Delayed Shipments
Occasionally, shipments may experience delays outside our reasonable control.
These may include:
If your shipment appears to be significantly delayed, contact us at support@velestora.com and we will assist you in reviewing the tracking information.
Lost Packages
If your package has not arrived and tracking indicates a potential delivery problem, please contact us.
We may ask you to:
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Confirm your shipping address
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Check with household members
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Check with neighbours
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Check your local delivery location
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Contact the relevant carrier
If a package is confirmed as lost in transit, we will provide an appropriate resolution, which may include a replacement or refund depending on the circumstances.
Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot locate it, please:
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Check around your property or designated delivery location.
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Ask household members whether they accepted the package.
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Check with nearby neighbours where appropriate.
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Contact the local delivery carrier.
If you are still unable to locate the package, contact us at support@velestora.com and we will review the issue with you.
Customs, Duties and Import Taxes
International orders may be subject to customs duties, import taxes, VAT, handling fees, or other charges imposed by the destination country.
Where these charges are not collected by Velestora during checkout, they may be charged separately by customs authorities or the delivery carrier.
Any applicable duties or taxes will be handled in accordance with the laws of the destination country.
Customers are responsible for complying with applicable local import requirements unless otherwise stated during checkout or required by law.
Damaged Packages
If your order arrives damaged, please contact us as soon as possible at:
support@velestora.com
Please provide:
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Your order number
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A description of the issue
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Clear photographs of the product
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Photographs of the packaging where appropriate
We will review the issue and provide an appropriate resolution in accordance with our Return & Refund Policy.
Order Changes and Cancellations
If you need to change or cancel your order, contact us as soon as possible at support@velestora.com.
We will make reasonable efforts to accommodate your request.
However, once an order has been processed or shipped, we may no longer be able to modify or cancel it.
You may still be able to request a return after receiving the order in accordance with our Return & Refund Policy and applicable consumer rights.
Delivery Estimates Are Not Guarantees
Any delivery timeframe displayed on Velestora.com is an estimate unless expressly stated otherwise.
Delivery delays caused by carriers, customs authorities, weather, transportation disruptions, or other circumstances outside our reasonable control may occur.
Nothing in this section limits any statutory consumer rights you may have under applicable law.
Contact Us
For questions regarding shipping, delivery, tracking, or your order, please contact:
Velestora
Email: support@velestora.com
Website: velestora.com
When contacting us about an existing order, please include your order number so we can assist you more efficiently.
