Frequently Asked Questions

Orders & Shipping

How long does shipping take?

Standard shipping takes 7–15 business days from dispatch. Delivery times vary by country: France (7–12 days), Europe (10–15 days), United States / Canada (10–18 days), Australia / New Zealand (12–20 days).

How much does shipping cost?

Standard shipping is $7.99 to all destinations. It is tracked — you'll receive a tracking number by email as soon as your order ships.

How do I track my order?

You'll receive an email with your tracking number as soon as your order ships. You can track your package directly on our site or through the carrier.

Can I change or cancel my order?

You can cancel or change your order within 2 hours of purchase by contacting our support team at support@vel-ura.com.

Products

Are VELURA products guaranteed?

All our products come with a 30-day money-back guarantee. If you're not satisfied, we'll refund you in full.

Is the Gua Sha & Face Roller suitable for all skin types?

Yes, the gua sha and face roller are suitable for all skin types, including sensitive skin. Use them with a facial oil or serum for extra comfort.

How do I use the Face Sculptor?

Apply your serum, then glide the device upward along your face and neck for 5–10 minutes. Use it 3–5 times a week for visible results in 4 weeks.

Is the Collagen Face Mask suitable for sensitive skin?

Yes, our Collagen Face Mask is paraben-free and suitable for sensitive skin. If in doubt, do a patch test on a small area before your first full application.

Returns & Refunds

How do I make a return?

Email us at support@vel-ura.com with your order number within 30 days of delivery. We'll arrange the return free of charge.

When will I receive my refund?

Refunds are issued within 5–7 business days of receiving your return, to the payment method used at purchase.

Contact

Our team is available Monday to Friday, 9 AM to 6 PM.
📧 support@vel-ura.com