Question 1

What kind of products does VELORA sell?

Accepted Answer

VELORA is a curated multi-category store covering fashion, electronics, home, beauty, fitness, pets, gifts, and more. Every product listed is a real, currently available item — we don't list placeholder or fabricated products.

Question 2

Are the product photos accurate?

Accepted Answer

Yes. Product images are the real images from the listing at the time it was added, downloaded and hosted directly by VELORA rather than linked externally. Colours can appear slightly different depending on your screen.

Question 3

Can I search and filter products?

Accepted Answer

Yes — use the search bar in the header, or the category pages, which support filtering and sorting (price, newest, etc.) on both desktop and mobile.

Question 4

Do I need an account to place an order?

Accepted Answer

Yes. VELORA currently requires you to sign in before checkout so we can reliably manage your order history, tracking, and support requests. Creating an account takes less than a minute.

Question 5

How do I know my order was placed successfully?

Accepted Answer

You'll see an on-screen confirmation immediately after payment, and an order-confirmation email is sent to the address on your account as soon as payment is verified.

Question 6

What do the order status labels mean?

Accepted Answer

Orders move through: New → Processing → (if needed) awaiting supplier order → ordered from supplier → Shipped → Delivered. Payment status is shown separately as Pending, Paid, Failed, Refunded, or Partially Refunded. You can see both on your Track Order page.

Question 7

What payment methods do you accept?

Accepted Answer

VELORA accepts PayPal and debit/credit card payments processed securely through PayPal's payment system. We do not currently offer cash on delivery.

Question 8

Do you store my full card details?

Accepted Answer

No. Card payments are handled entirely by PayPal's secure payment fields — VELORA never receives or stores your full card number, expiry date, or CVV.

Question 9

Why did my payment fail?

Accepted Answer

Payment failures are usually caused by the card issuer declining the transaction, an expired card, or a cancelled PayPal checkout. No charge is made to your account when a payment fails — you're welcome to try again or contact support if it keeps happening.

Question 10

Can I pay by card without a PayPal account?

Accepted Answer

Yes. PayPal's checkout lets you pay with a debit or credit card directly, without creating or logging into a PayPal account.

Question 11

Is checkout secure?

Accepted Answer

Yes. All payment steps happen inside PayPal's own secure, PCI-compliant checkout flow. VELORA's checkout page never asks for or sees your card number directly.

Question 12

What currency am I charged in?

Accepted Answer

Prices are shown in your selected display currency for convenience, but the exact charge is calculated and confirmed by PayPal at the time of payment. You can change your displayed currency at any time from the currency selector.

Question 13

How do I use a discount code?

Accepted Answer

Enter your code in the promo code field at checkout before completing payment. Valid codes are applied immediately and the updated total is shown before you pay.

Question 14

Why isn't my discount code working?

Accepted Answer

A code may be expired, limited to one use per customer, restricted to certain products, or require a minimum order value. If you believe a valid code isn't applying correctly, contact support with the code and we'll check it.

Question 15

Can I combine multiple discount codes?

Accepted Answer

Only one discount code can be applied per order.

Question 16

How much does shipping cost?

Accepted Answer

Shipping is calculated automatically at checkout based on your delivery address and order value, and is always shown before you pay — never hidden or added afterward.

Question 17

Is there free shipping?

Accepted Answer

Free shipping applies once your order reaches the qualifying order value, shown at checkout and in your cart. We never advertise free shipping unless your order genuinely qualifies.

Question 18

How long does delivery take?

Accepted Answer

Estimated delivery windows are shown at checkout for your specific address. Most orders are processed within a few business days and then shipped; exact timing depends on the product and destination, since some items are fulfilled through verified third-party suppliers.

Question 19

Will I be charged customs or import duties?

Accepted Answer

Possibly, depending on your country's import rules. Any customs fees, import taxes, or duties charged by your local authorities are the customer's responsibility and are not included in VELORA's shipping price.

Question 20

Do you deliver internationally?

Accepted Answer

Most products ship worldwide by default. Some individual products or entire country stores have delivery limited to specific countries — this is always shown clearly on the product page before you buy.

Question 21

Why can't I order a specific product to my country?

Accepted Answer

Some products are restricted to selected countries only (for supply, regulatory, or logistics reasons). If a product isn't deliverable to your address, the product page and checkout will tell you before you can complete an order for it.

Question 22

Will delivery estimates differ by country?

Accepted Answer

Yes — delivery windows vary by destination and are recalculated for your specific address at checkout.

Question 23

What is VELORA Sri Lanka?

Accepted Answer

VELORA Sri Lanka (veloraro.com/stores/sri-lanka) is VELORA's first dedicated country store — a version of VELORA focused specifically on Sri Lankan customers, priced in LKR. It's currently marked Coming Soon while the catalogue is being prepared.

Question 24

Can I order from VELORA Sri Lanka now?

Accepted Answer

Not yet — the store is visible so you can preview it and sign up for updates, but products haven't been published there yet. Ordering will open once the Sri Lanka catalogue goes live.

Question 25

Will VELORA add more country stores?

Accepted Answer

Yes, VELORA Sri Lanka is the first of what's intended to be several country- and brand-specific stores, each with delivery limited to its relevant country or region.

Question 26

How do I know if a product is restricted to certain countries?

Accepted Answer

Restricted products clearly show their delivery availability (for example, "Delivers only to: Sri Lanka") directly on the product page, before you add it to your cart.

Question 27

Can I still check out with a restricted item if I'm not in an eligible country?

Accepted Answer

No. Country delivery restrictions are enforced on our servers at checkout, not just shown as a warning — an order for a restricted product can't be completed to an ineligible address.

Question 28

How do I track my order?

Accepted Answer

Go to the Track Order page and enter your order number together with the email address used for the order. This combination is required so that only you can view your order details.

Question 29

What information will I see when tracking my order?

Accepted Answer

Payment status, fulfilment status, tracking number and carrier (once shipped), your ordered items, and the order total.

Question 30

I don't have a tracking number yet — is that normal?

Accepted Answer

Yes. A tracking number appears once your order has shipped. Orders that are still processing won't have one yet.

Question 31

Can I change my delivery address after placing an order?

Accepted Answer

Contact support as soon as possible with your order number. We can update the address if the order hasn't been shipped yet, but can't guarantee a change once it's already with the supplier or carrier.

Question 32

What if I entered my address incorrectly?

Accepted Answer

Please double-check your address carefully before paying — incorrect or incomplete addresses can cause delays or non-delivery. Contact support immediately if you notice a mistake right after ordering.

Question 33

Can I cancel my order?

Accepted Answer

Contact support as soon as possible after ordering. We can cancel orders that haven't yet been sent for processing or shipped; once an order is with the supplier or carrier, cancellation may no longer be possible.

Question 34

Will I get a full refund if I cancel in time?

Accepted Answer

Yes — orders successfully cancelled before shipping are refunded in full to your original payment method.

Question 35

What is VELORA's return window?

Accepted Answer

We offer a 30-day window from delivery to contact us about a return, damaged item, or issue with your order. See our full Returns & Refunds Policy for exactly what qualifies.

Question 36

How do I start a return?

Accepted Answer

Contact support with your order number, the item(s) involved, and the reason. For damaged, missing, or incorrect items, photos help us resolve it faster.

Question 37

How long does a refund take?

Accepted Answer

Once a refund is approved, it's issued back to your original PayPal or card payment method. From there, how quickly it appears depends on PayPal and your bank or card issuer — this is outside VELORA's control.

Question 38

Will I be refunded before you've confirmed the issue?

Accepted Answer

No — refunds are issued once we've verified the order and payment, and confirmed the return or issue. We won't promise a refund before that's done.

Question 39

My item arrived damaged. What do I do?

Accepted Answer

Contact support within 30 days of delivery with your order number and photos of the damage (and packaging, if relevant). We'll review it and arrange a replacement or refund.

Question 40

Part of my order is missing. What do I do?

Accepted Answer

Contact support with your order number and which item(s) are missing. Multi-item orders can sometimes arrive in separate packages at different times — check your tracking first in case another package is still in transit.

Question 41

My tracking says delivered but I never received it.

Accepted Answer

Contact support with your order number as soon as possible. We'll look into it with the carrier and work with you on next steps.

Question 42

How do I create a VELORA account?

Accepted Answer

Use the Sign Up link in the account menu, or you'll be prompted to create one when you reach checkout.

Question 43

Where can I see my past orders?

Accepted Answer

Your order history is available from your account area once signed in.

Question 44

I forgot my password — what do I do?

Accepted Answer

Use the "Forgot password" link on the sign-in page. We'll email you a secure reset link if the address matches an account. For your security, we show the same confirmation message whether or not that email has an account.

Question 45

How long is the password reset link valid?

Accepted Answer

Reset links expire a short time after they're sent, for security. If yours has expired, just request a new one.

Question 46

A product I want is out of stock. Will it come back?

Accepted Answer

Not always — availability depends on the supplier. If a product is unavailable, we recommend checking similar items in the same category.

Question 47

Can I be notified when a product is back in stock?

Accepted Answer

Not currently — this isn't a feature on VELORA yet. In the meantime, contact support and we can let you know if we hear anything.

Question 48

How do I contact VELORA?

Accepted Answer

Use the Contact Us page — pick the category that matches your issue and we'll get back to you by email. If your message relates to an order, include your order number so we can find it quickly.

Question 49

How long does support take to respond?

Accepted Answer

We aim to respond as quickly as we can. Response times can vary, so please check your Track Order page for order-status updates in the meantime.

Question 50

Is my personal information safe with VELORA?

Accepted Answer

Yes. Passwords are securely hashed (never stored in plain text), payment details are handled entirely by PayPal, and your data is used only to run your orders and account — see our Privacy Policy for full details.

Question 51

Does VELORA sell my data to third parties?

Accepted Answer

No. See our Privacy Policy for exactly what data is collected and how it's used.

Frequently Asked Questions

Shopping & Products

Orders

Payments

PayPal & Card Checkout

Discounts & Promo Codes

Shipping & Delivery

International Delivery

VELORA Sri Lanka Store

Country-Restricted Products

Order Tracking

Address Changes

Cancellations

Returns

Refunds

Damaged & Missing Items

Customer Accounts

Password Reset

Product Availability

Contacting Support

Security & Privacy

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