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Orders & Payments
Q: How can I place an order?
A: Simply select your products, add them to your shopping bag, and proceed to checkout. You will receive an email confirmation once your order has been placed.
Q: What payment methods do you accept?
A: We accept major credit cards, PayPal, and other secure payment options available at checkout.
Q: Can I modify or cancel my order?
A: Orders cannot be modified once placed. If you wish to cancel, please contact us within 24 hours at support@velasienne.com. Once processing begins, cancellations are no longer possible.
Shipping & Delivery
Q: How long will it take to process my order?
A: All orders require 3–5 business days for processing before shipment.
Q: When will I receive my package?
A:
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Canada & U.S.: 2–7 business days after shipping
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International: 7–14 business days after shipping
Q: How can I track my order?
A: Once your order has shipped, you will receive a tracking number by email.
Q: Do you ship internationally?
A: Yes. International orders may be subject to duties, taxes, or customs fees, which are the customer’s responsibility.
Q: What if my package is lost or stolen?
A: Once a package is marked delivered by the carrier, Velasienne cannot be held responsible. Please contact the carrier directly.
Returns & Exchanges
Q: Do you accept returns?
A: For health and safety reasons, all sales are final.
Q: What if my product arrives damaged or defective?
A: Contact us within 7 days of delivery with photos at support@velasienne.com. If approved, we will issue a replacement or store credit.
Q: What if I have an allergic reaction?
A: All ingredient lists are published on our website and packaging. Customers are responsible for reviewing ingredients before purchase. Velasienne cannot be held liable for allergic reactions.
Products
Q: Are Velasienne products authentic?
A: Yes. Every product is genuine, carefully sourced, and packaged under strict quality controls.
Q: Are your products cruelty-free?
A: Velasienne is committed to ethical standards, including cruelty-free sourcing wherever possible.
Q: How should I store my products?
A: Store in a cool, dry place away from direct sunlight to preserve effectiveness.
Q: Do you provide product samples?
A: At this time, samples are not available for every product. Follow our newsletter for updates on sample programs and seasonal offers.
Privacy & Security
Q: Is my payment information secure?
A: Yes. All transactions are processed via encrypted, PCI-compliant payment gateways. Velasienne does not store your payment details.
Q: How do you use my personal data?
A: Only to process your order, provide customer service, and (if you consent) send promotions. We never sell your information to unauthorized third parties.
General
Q: Do you offer gift options?
A: Gift packaging and messages may be available during checkout for select products.
Q: Do you work with resellers?
A: To ensure authenticity, Velasienne products are only available directly through our website and authorized partners.
Q: How can I stay updated on new launches?
A: Subscribe to our newsletter or follow us on social media for exclusive updates and early access.