Frequently Asked Questions (FAQs)
Welcome to Velzes! Below you’ll find answers to the most common questions about orders, shipping, payments, returns, and more.
Orders & Shipping
1. Where do you ship?
We currently ship within the United Kingdom.
2. How long does order processing take?
All orders are processed within 1–2 business days (Monday–Friday, excluding public holidays).
Once your order ships, you will receive a confirmation email with tracking details.
3. How long does delivery take?
Orders are processed within 1–2 business days. Delivery usually takes 7–21 business days with Free Standard Shipping, or 5–14 business days with Tracked Priority Shipping
4. How can I track my order?
Once your order is dispatched, you’ll receive a tracking number via email.
Tracking updates may take up to 48 hours to become active.
If your tracking shows “Delivered” but you cannot locate your parcel, please contact the shipping carrier directly.
5. What if my order hasn’t arrived?
If you have not received your order within 30 days of the shipping confirmation email, please contact us at:
📧 support@velzes.com
Include your full name and order number.
6. Can I change my delivery address?
Delivery addresses cannot be changed after an order is placed.
If you made an error, contact us within 2 hours of placing your order, and we will try to update it before processing.
7. Can I ship to multiple addresses?
No, we cannot ship to multiple addresses within one order. Please place separate orders for different delivery addresses.
Billing & Payments
8. What payment methods do you accept?
We accept:
- VISA
- Mastercard
- AMEX
- Discover
- Diners Club
- JCB
- Apple Pay
- Google Pay
All payments are processed securely.
9. What currency do you charge in?
All payments are processed in GBP (Pound Sterling).
If purchasing from outside the UK, your bank may apply currency conversion fees.
10. Is my payment information secure?
Yes. Our website uses SSL encryption technology to ensure your financial and personal data is protected.
11. I didn’t receive a payment confirmation. What should I do?
If you don’t receive a confirmation email within 24 hours, please contact us so we can assist you.
12. Why is my payment delayed?
In rare cases, payment confirmation may take up to 48 hours depending on your bank or payment provider. If it takes longer, please contact us.
Cancellations
13. Can I cancel my order?
Yes — you can cancel your order within 2 hours of placing it.
To cancel, email us at:
📧 support@velzes.com
Include your order number for faster processing.
14. What if I miss the 2-hour cancellation window?
After 2 hours, orders may already be processed or shipped. In this case, you may return the item once it arrives according to our Return Policy.
Returns & Refunds
15. What is your return policy?
We offer a 30-day money-back guarantee.
You may return items within 30 days of delivery if:
- The item is unused
- The item is in original condition
- Original packaging is included
16. Are there any non-returnable items?
Yes. Opened or used products cannot be returned.
17. Who pays for return shipping?
Return shipping responsibility depends on the reason for the return:
- Change of mind: The customer is responsible for arranging and paying for return shipping.
- Damaged or defective items: We will provide a free return solution, which may include a prepaid return label, replacement, or covering reasonable return shipping costs where applicable.
18. How do I start a return?
To initiate a return, contact us at:
📧 support@velzes.com
We will review your request and provide return instructions.
Returns are accepted by mail only.
Return labels are not automatically provided for all returns and are issued only for eligible cases (such as defective or damaged items).
Please do not send items back without prior authorization.
19. How long do refunds take?
Refunds are processed within 10 business days after approval.
Once processed, your bank or payment provider may take additional time (up to 20 business days) to post the refund.
Refunds are issued to the original payment method.
A full refund is issued only after the returned item has been received and inspected.
Warranty
20. Do your products come with a warranty?
Warranty coverage may vary depending on the product.
Where applicable, warranty details are provided directly within the product description. Some items may also be covered by a manufacturer’s warranty. In such cases, warranty claims may need to be handled directly with the manufacturer.
If you are unsure about warranty coverage for a specific product, please contact our support team for clarification.
Product Information & Disclaimer
21. Are product claims verified?
Product descriptions, claims, and performance details are provided by manufacturers or suppliers.
We do not independently verify all claims unless explicitly stated.
22. Are your products medical advice?
No. All content on our website is for informational purposes only and should not replace professional medical advice.
Always consult a qualified healthcare provider before using products that may affect your health.
Privacy & Data Protection
23. Do you sell my personal information?
No, we do not sell your personal data.
Some limited data sharing may occur for analytics or advertising purposes in compliance with UK GDPR and EU GDPR.
24. How can I exercise my privacy rights?
You have the right to:
- Access your personal data
- Request correction
- Request deletion
- Object to marketing data use
- Withdraw consent
To exercise your rights, email:
📧 support@velzes.com
We respond within 1–2 business days.
Company Information
If you have any questions, feel free to contact us:
- Website Name:Â Velzes
- Company Name:Â Mooskaa LTD
- Address:Â 17 King Edward's Road, HA4 7AE, London, United Kingdom.
- E-Mail: support@velzes.com
- Contact Us:Â Here
- Phone: +44 7418 396773
- Business Number:Â 14225989
Customer Service Opening Hours:
- Monday to Friday: 09.00 a.m. – 6.00 p.m.
- Saturday and Sunday: Closed
- Time Zone: (GMT)
Response Hours: We aim to respond within 1 Business day.