Common Questions, Clearly Answered

A practical guide to ordering, delivery, returns, and account details.

 

 

◍ Before You Order

Do I need an account to shop?

No. Guest checkout is available. Creating an account may make future checkout faster and lets you review order history and status more easily.

Which currency is used?

Prices and transactions are processed in U.S. dollars. Your bank or card issuer may convert the amount using its own exchange rate and may charge a conversion fee.

What payment methods are available?

We generally accept major credit cards and other payment options displayed at checkout. Available methods can vary by device, location, or payment provider.

Can multiple discount codes be combined?

Usually not. Unless a promotion says otherwise, only one discount or promotional code may be applied to an order.

Is checkout secure?

Checkout data is transmitted through encrypted connections and processed by payment providers. We do not directly store full card details on our own servers.

⌁ Accounts & Details

I forgot my password. What should I do?

Use the password-recovery link on the sign-in page and follow the emailed reset instructions.

I entered the wrong email address. Can it be corrected?

Contact us promptly at service@velrionpbe.com. We may be able to update contact details before processing advances, although completed order records may not always be editable.

How should I enter my shipping address?

Use complete, accurate address details in standard English characters where possible. Include apartment, suite, building, or unit information when applicable.

Can I change the shipping address later?

Please contact us immediately. Once an order has entered packing or shipment, address changes may no longer be possible.

⎔ Orders & Changes

Can an order be changed or canceled?

We will review requests made before packing begins. Orders already prepared or shipped cannot usually be changed or canceled. Approved cancellations may be subject to non-refundable processing costs where legally permitted.

Why might an order be declined or canceled?

An order may be declined due to stock limitations, pricing errors, payment concerns, suspected fraud, shipping restrictions, or other operational reasons. Any eligible payment reversal will be returned to the original method.

What should I do if an item is missing?

Check all packaging first, since multi-item orders may arrive separately. If something is still missing, email us with your order number and details of the missing item.

⌇ Processing, Shipping & Tracking

When is my order processed?

Orders are typically prepared within 3–7 business days. Weekends, holidays, large promotions, or inventory checks may extend processing time.

How long does delivery take?

Estimated transit is generally 10–20 business days after dispatch. Customs reviews, carrier disruptions, weather, or remote destinations may affect timing.

When will I receive tracking?

Tracking is sent after shipment. Carrier scans can take about 24–48 hours to appear in the tracking system.

Why is tracking not updating?

Some carriers pause updates while a parcel moves between facilities or countries. If there is no movement for an extended period, contact us so we can review the shipment.

Are customs charges included?

Import duties, taxes, brokerage charges, or local handling fees may be assessed by the destination country and are generally the customer’s responsibility unless checkout states otherwise.

❁ Returns & Refunds

How do I request a return?

Email service@velrionpbe.com within 180 days of delivery. Include your order number, return reason, and any supporting photographs where relevant. Wait for approval and instructions before sending anything back.

What condition must returned items be in?

Items should be unused, in original condition, with tags, accessories, manuals, and packaging intact. Certain hygiene-sensitive, personalized, clearance, or final-sale items may not qualify.

Who pays return shipping?

Unless an item is confirmed defective, damaged, or incorrect, return shipping and related costs are normally the customer’s responsibility.

What if my item arrived damaged or incorrect?

Contact us within 7 days of delivery and provide the order number, clear photographs, packaging images, and a short explanation. We will review the case and offer an appropriate solution.

How long does a refund take?

After an approved return is received and inspected, eligible refunds are generally issued within 7 business days to the original payment method. Your bank may require additional posting time.