FAQ
Frequently Asked Questions (FAQ)
Welcome to the Velluray Help Center. Below you will find resolutions to our most frequently raised questions. If you require further support that is not covered on this page, please contact our customer care team at support@velluray.com. To help us expedite your request regarding an existing purchase, kindly provide your Order Number (e.g., 015SHOP-1218) along with the email address used at checkout.
Ordering & Payments
Q: What is the procedure for redeeming a promotional code?
A: To apply a discount code to your purchase using a credit card, debit card, or PayPal, please follow these instructions:
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Select your preferred items, add them to your shopping cart, and view your cart summary.
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Click on the "PAY WITH DEBIT/CREDIT CARD" option to advance to our secure checkout portal (this step applies to both card and PayPal transactions).
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For Mobile Users: Tap the "Show order summary" dropdown menu at the top of the screen to reveal the promo code field, then input your code.
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For Desktop Users: Enter your promotional code into the designated entry box located on the right-hand side of the checkout page.
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Once the discount is applied to your total, complete the transaction by entering your card details or finalized through PayPal.
Q: Which payment options are available?
A: Velluray supports a variety of safe and encrypted payment gateways, which include:
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PayPal
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Major Credit & Debit Cards (Visa, MasterCard, American Express, Diner’s Club)
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Digital Wallets (Apple Pay & Google Pay)
Q: What are the delivery charges?
A: We offer worldwide standard shipping at a flat rate of $5.99 USD. Please note that exact delivery fees may fluctuate depending on your destination and ongoing store promotions. Your precise delivery cost will be computed and visible on the checkout page prior to finalizing your payment.
Shipping & Delivery
Q: Do you ship to international destinations?
A: Absolutely. Velluray operates on a global scale. We utilize an international network of fulfillment centers to ensure efficiency, dispatching your packages from the warehouse closest to your geographic location to optimize transit times.
Q: What is the estimated delivery timeframe?
A: Once your package has been processed and leaves our facility, standard delivery typically takes between 10 to 20 business days.
Q: How can I monitor the status of my package?
A: As soon as your order is dispatched, an automated confirmation email containing a tracking number will be sent to you. You can input this tracking identifier into global postal tracking sites, such as 17track.net, to monitor its journey.
Q: Why has my tracking status not updated?
A: Tracking systems normally require 24 to 48 hours following dispatch to show initial updates. Furthermore, it is completely standard for tracking statuses to remain unchanged while a package is in transit between international sorting hubs.
Q: My order arrived incomplete. What is the reason for this?
A: To minimize your waiting time, items from the same order may be packed separately and shipped from different fulfillment hubs. When this occurs, each parcel is assigned its own unique tracking ID, which will be emailed to you individually.
Order Modifications & Cancellations
Q: Is it possible to update my delivery address, contact number, or name?
A: Address and contact adjustments are highly time-sensitive. If you notice an error, please reach out to support@velluray.com immediately. Your email must feature:
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Your Order Number (e.g., 071SHOP-112938)
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The original checkout Email Address
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The fully corrected shipping details
We will do our utmost to update your information if the order has not yet entered the fulfillment stage. Please note that no modifications can be executed once a package has been shipped.
Q: Can I modify the contents of my order (such as color, size, or quantity)?
A: This process is also under a strict timeline. Please contact support@velluray.com immediately with the following details:
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Your Order Number (e.g., 071SHOP-112938)
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The associated Email Address
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The exact adjustments you wish to make
We can only accommodate product alterations if our warehouse has not yet started preparing your package.
Q: Can I cancel my purchase?
A: Orders can only be terminated prior to shipment. Please be advised that cancellations may incur a processing/handling fee. Once an item has been dispatched from our facility, the order can no longer be canceled.
Post-Delivery Issues
Q: What should I do if my package arrives damaged?
A: If any of your items arrive compromised, please email support@velluray.com right away with the following documentation so we can assist you:
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Your Order Number (e.g., 071SHOP-112938)
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Clear photographs or video evidence of the damaged product(s)
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A legible photo of the shipping label attached to the external packaging
Q: How do I report a manufacturing defect or quality concern?
A: To report an item with a factory defect, please contact our support team at support@velluray.com and provide:
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Your Order Number and purchase Email Address
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A detailed explanation of the quality issue
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Photographic or video evidence clearly highlighting the defect
Q: What should I do if an item is missing or incorrect?
A: If there has been an error with your delivery, please email support@velluray.com with the details below so we can rectify the mistake:
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Your Order Number and purchase Email Address
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A photograph of the incorrect item received, or a specification of which item is missing from the parcel
Account & Communication
Q: Why haven't I received an order confirmation email?
A: We recommend checking your spam or promotions folder first, as automated emails are sometimes filtered there. If it is still missing, email support@velluray.com with your full name and the email address used during checkout. Our team will verify your details and manually re-send the confirmation.
Q: Where is my tracking number?
A: Tracking details are typically generated and emailed within 1 to 2 business days after your order is successfully processed. If this timeframe has passed, please review your junk mail folder before contacting customer support for an update.