Frequently Asked Questions

 

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

1. Where is my package?
After placing your order, it takes an average of 1-2 business days (Mon-Fri) to process your order and 4-6 business days (Mon-Fri) for your order to be delivered, provided you ordered before 17:00. If these days have passed, please contact our customer service team.

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

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

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

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

Contact information:

Velanora is operated 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-fashion.com
Phone: +31616996196

Customer service hours:
Monday to Friday from 08:00 to 18:00.
Saturday and Sunday: 10:00 to 16:00.

We will respond to your request within 24 hours