Frequently Asked Questions

 

How nice that you are trying to contact us! Do you have a question about your package? Please first read our FAQ, as it contains the most frequently asked questions. Can’t find your answer? Then you can always contact us.

1. Where is my package?
After placing your order, it usually takes 1-2 business days (Mon-Fri) to process your order and 4-6 business days (Mon-Fri) before your order is delivered, provided you ordered before 5:00 PM. If these days have passed, please contact our customer service.

2. Where can I find my track & trace code?
As soon as your order has been shipped, you will automatically receive a Track & Trace code. Also check your spam folder, as sometimes our emails end up there. Please note that it may take a while before your Track & Trace link becomes active.

3. How can I track my order?
You can track your order with your Track & Trace number that you received by email. Enter the Track & Trace on our Track & Trace page to see the status of your delivery. You can do this on  this page.

4. I am not satisfied with my package
Check our Exchange & Returns page to return your package.

If you cannot find the answer to your question, you can of course always contact us:

Contact information:

Velanora is managed by NEW GLOBAL VISION - FZCO, a company registered in Dubai. Our trade ID is 36600.

Office address: 
50 Stanley Street
Central, Hong Kong Island
999077, Hong Kong

Email: support@velanora.nl
Phone: +31616996196

Customer service hours:
Monday to Friday from 8:00 AM to 6:00 PM.
Saturday and Sunday: 10:00 AM to 4:00 PM.

We will respond to your request within 24 hours