Support
Your questions, answered.
Everything you need to know about Velloura — before, during and after your ritual.
About Velloura
What is Velloura?
Velloura is a luxury wellness brand designed for women who turn self-care into a sensory ritual. We curate premium beauty, body wellness and intimate self-care products — each one an invitation to reconnect with yourself, with intention and elegance.
Where is Velloura based?
Velloura is a global brand serving customers primarily in the United States, the United Kingdom and Europe. Our team operates across time zones to ensure every ritual reaches you with care.
What are the three Velloura lines?
Velloura is organized around three ritual lines.
Beauty — Skincare, facial tools and beauty rituals. Where velvet meets the skin.
Sense — Body massagers, wellness devices and relaxation tools. Every tension has a touch.
Intimate — Discreet, elegant intimate wellness. Pleasure, elevated.
Beauty — Skincare, facial tools and beauty rituals. Where velvet meets the skin.
Sense — Body massagers, wellness devices and relaxation tools. Every tension has a touch.
Intimate — Discreet, elegant intimate wellness. Pleasure, elevated.
Orders and Payment
How do I place an order?
Browse our collections, choose your ritual and click Add to Ritual. At checkout, you will enter your shipping address and payment details. A confirmation email will arrive within minutes of your purchase.
In which currency will I be charged?
Orders are processed in USD by default. If you are shopping from the UK or Europe, our currency converter will display prices in your local currency. The final charge will reflect the exchange rate at the time of purchase.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay and Shop Pay. All transactions are secured with 256-bit SSL encryption.
Is checkout on your website secure?
Yes. All transactions are processed through Shopify's certified secure checkout with 256-bit SSL encryption. Your payment information is never stored on our servers.
Can I modify or cancel my order after placing it?
Orders are processed quickly to ensure prompt dispatch. If you need to make a change, please contact us at hello@shopvelloura.com as soon as possible. We will do our best to accommodate your request before the order ships.
Shipping
Do you ship worldwide?
Yes. Velloura ships to the United States, the United Kingdom and selected countries across Europe and beyond. Standard shipping is free on every order.
How long does order processing take?
Orders are processed and dispatched within 1 to 2 business days after payment is confirmed. Orders placed on weekends or public holidays are processed on the next business day. You will receive a shipping confirmation with your tracking number once your ritual is on its way.
How long does shipping take?
We offer two shipping options:
Standard Shipping — Free on all orders. Estimated delivery: 5 to 10 business days.
Express Shipping — $9.99. Estimated delivery: 3 to 5 business days.
These are estimates. Occasional delays may occur due to customs processing or carrier schedules, which are outside our control.
Standard Shipping — Free on all orders. Estimated delivery: 5 to 10 business days.
Express Shipping — $9.99. Estimated delivery: 3 to 5 business days.
These are estimates. Occasional delays may occur due to customs processing or carrier schedules, which are outside our control.
How much does shipping cost?
Standard shipping is completely free on every order. Express shipping is available for $9.99 for faster delivery in 3 to 5 business days.
Can I track my order?
Yes. Once your order ships, you will receive a tracking number by email. You can use it to follow your order at any time on our Track Your Order page. Tracking updates may take up to 24 hours to appear after dispatch.
Will my order arrive in discreet packaging?
Always. Every Velloura order is shipped in plain, unmarked packaging. There is no reference to the brand name or product contents on the outside of the parcel. Your ritual, your privacy.
Returns and Refunds
What is your return policy?
We offer a 30-day money-back guarantee on all orders. If you are not completely satisfied, contact us within 30 days of receiving your order and we will arrange a full refund, no questions asked. Please review our full Refund Policy for complete details.
How do I request a return or refund?
Simply email us at hello@shopvelloura.com with your order number and a brief description of your concern. Our team will respond within 24 hours with next steps.
When will I receive my refund?
Once your return is approved, refunds are processed within 3 to 5 business days. The time for funds to appear in your account may vary depending on your bank or payment provider.
Privacy and Data
How is my personal information used?
Your information is used solely to process your order, communicate with you and improve your experience with Velloura. We never sell or share your data with third parties for marketing purposes. Read our full Privacy Policy for complete details.
Will I receive marketing emails?
Only if you choose to. You may subscribe to receive exclusive updates, early access and ritual inspiration from Velloura. You can unsubscribe at any time with a single click.
Still have a question?
We are here for you.
Our team responds within 24 hours, Monday to Friday.
Every question deserves a thoughtful answer.