FAQ's

Velorno is the trade name of Veradine LLC. Below are answers to the most common questions about ordering, shipping, returns, and support.

Contact & Company Info

How do I contact Velorno?

Email: support@velorno.com
Phone: +1 (307) 533-2817

What is your business address?

Velorno (Veradine LLC)
71-75 Shelton Street, London England WC2H 9JQ, United Kingdom

What is the legal company name?

Trade name: Velorno
Company name: Veradine LLC
Company registration number: 7863250300

Orders

Do I need an account to place an order?

No. You can check out as a guest. If you create an account, you can more easily view order history and save details for faster checkout.

Can I cancel or change my order after placing it?

If you need to cancel or change an order, contact us as soon as possible at support@velorno.com.

If your order has not been processed/shipped yet, we may be able to help.
If your order has already shipped, we may not be able to cancel it; you can request a return after delivery (if eligible) under our Return & Refund Policy.

I entered the wrong shipping address—what should I do?

Email us immediately at support@velorno.com with your order number and the correct address. We’ll do our best to update it if the order hasn’t shipped yet. Address changes are not guaranteed once an order is in processing or has shipped.

Will I receive an order confirmation?

Yes. After you place an order, you should receive an order confirmation email. If you don’t see it, check your spam/junk folder or contact us.

Shipping (USA Only)

Where do you ship?

We currently ship within the United States only. We do not ship internationally at this time.

How much does shipping cost?

Shipping is free for U.S. orders, unless a product page or checkout specifically states otherwise.

How long does shipping take?

We show timelines as business days (Monday–Friday):

Order processing time: 1–2 business days (Mon–Fri)
Transit time (after shipment): 5–7 business days (Mon–Fri)

Estimated total delivery time: 6–9 business days (Mon–Fri) from the time you place your order (excluding weekends and U.S. federal holidays).

Delivery times are estimates and are not guaranteed. Carrier delays, weather, and other factors outside our control can impact delivery.

Which carriers do you use?

We ship using DHL or FedEx, depending on destination and service availability.

Will I get tracking?

Yes. Once your order ships, we’ll send tracking information by email (when available). Tracking updates may take 24–48 hours to appear after the carrier receives the package.

My tracking says “Delivered” but I didn’t receive my package—what now?

Please:

Check around the delivery location and with neighbors/building management.
Confirm the shipping address on your order confirmation.
Contact the carrier (DHL/FedEx) using your tracking number.

Then email support@velorno.com with your order number and tracking number. We’ll help guide you through next steps (such as a carrier inquiry). Outcomes depend on the carrier’s investigation.

Returns, Refunds & Exchanges

What is your return window?

We offer a 30-day return window, meaning you have 30 days from the delivery date to request a return.

What items are eligible for return?

To be eligible, items must be:

In the same condition as received (unused/unworn)
With original tags (if applicable)
In original packaging
With proof of purchase (order number/receipt)

How do I start a return?

Email support@velorno.com with:

Your order number
The item(s) you want to return
The reason for return

Returns must be requested/approved before sending anything back.

Where do I send my return?

Do not mail returns until you receive return approval and instructions from us.
Once approved, we will email you the correct return instructions and address.

Do you charge return shipping?

Return shipping depends on the reason for the return:

If the return is due to our error (wrong item sent, or a confirmed defective/damaged item): we provide a prepaid return label at no cost to you.
If the return is for other reasons (changed mind, didn’t fit, etc.): return shipping is your responsibility. If we provide a label, the label cost may be deducted from your refund (we will disclose this during the return process).

What items are non-returnable?

We do not accept returns for:

Gift cards
Perishable goods (food, flowers, plants)
Custom/personalized products
Personal care/beauty products (especially if opened/used)
Hazardous materials, flammable liquids, or gases
Final sale items (only when clearly marked “Final Sale”)

Do you offer exchanges?

We do not offer direct exchanges. If you want a different item, the fastest option is:

Return the eligible item, then
Place a new order.

What if my item arrived damaged, defective, or incorrect?

Inspect your order upon delivery. If something is wrong, email support@velorno.com within 7 days of delivery with:

Your order number
Clear photos of the item and issue (and packaging if relevant)

If confirmed, we’ll provide an appropriate solution (replacement if available or refund).

When will I receive my refund?

After we receive and inspect your return, we’ll email you the approval status. If approved:

Refunds are issued to your original payment method
We process refunds within 10 business days after approval/inspection
Your bank/credit card company may take additional time to post the refund

If more than 15 business days have passed since refund approval, contact support@velorno.com.

Pricing, Taxes & Promotions

Are taxes included in the price?

Taxes (if applicable) are calculated and shown at checkout.

Can I use more than one discount code?

Unless stated otherwise at checkout or in a promotion’s terms, discount codes typically cannot be combined.

Do prices change?

Prices and promotions can change over time. The price you pay is the price shown at checkout when your order is placed.

Products & Accuracy

Will the product look exactly like the photos?

We aim to represent products accurately, but colors and appearance can vary based on device/screen settings. If you have a product-specific question, contact us before ordering.

Privacy & Security

How do you use my personal information?

We use customer information to process orders, provide support, and operate our store. For full details, please review our Privacy Policy.

Is checkout secure?

Shopify provides the checkout platform and uses security measures designed to protect transactions. As with any online service, no method is 100% secure, but we use reasonable safeguards to protect customer information.

Need more help?

Email support@velorno.com or call +1 (307) 533-2817 and include your order number for faster support.