FAQs

1. What regions do you ship to?

We currently provide shipping services to Europe and other available worldwide regions. Delivery availability may depend on carrier coverage, customs rules, local delivery conditions, and checkout availability. If your destination cannot be selected at checkout, we may not be able to ship to that location at this time.

2. How long does order processing take?

Orders are usually processed within 1–4 business days after payment has been successfully confirmed. Business days do not include weekends, public holidays, or days when warehouse handling or carrier pickup services are unavailable.

3. What are your shipping fees?

For orders delivered within Europe, the standard shipping fee is €8.99. For other available worldwide regions outside Europe, the standard shipping fee is €10.99. Shipping fees may be shown at checkout based on your delivery address and available shipping service.

4. Do you offer free shipping?

Yes. Free shipping is available for European orders with an order subtotal of €120.00 or more. For other available worldwide regions outside Europe, there is currently no free shipping promotion unless it is clearly shown at checkout or announced on our website.

5. How long does delivery usually take?

Estimated delivery time depends on the destination, carrier handling speed, customs clearance, local delivery conditions, and remote area coverage. Europe orders usually take about 7–15 business days after shipment, while other available worldwide regions usually take about 10–20 business days after shipment. These are estimates only and are not guaranteed.

6. Where can I track my order?

After your order has shipped, tracking information will be sent to the contact information provided at checkout when available. You can also check your order status through our Track Order page. Tracking updates may take 48–72 hours to appear after carrier collection or scanning.

7. What should I do if my tracking information does not update?

Tracking information may not update immediately after shipment. Please allow 48–72 hours for the carrier system to refresh. If the tracking status still does not update after a reasonable period, please contact us at payment@velyzon.com with your order number and tracking information.

8. Do international orders require customs duties or taxes?

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, clearance fees, or other government-related charges depending on the destination country or region. Unless clearly stated otherwise at checkout, these charges are generally the customer’s responsibility.

9. What should I do if my package arrives damaged or has a problem?

Please contact us within 48 hours after delivery at payment@velyzon.com. Include your order number, clear photos of the product, photos of the outer packaging, photos of the shipping label or waybill, and a short description of the issue. Reports submitted after 48 hours may be more difficult to verify with the carrier or fulfillment team.

10. Can I return an item?

Yes. We accept return requests within 30 days of receiving your order. Return requests submitted more than 30 days after delivery will not be accepted unless otherwise required by applicable law. Returned items must be in a condition that does not affect resale.

11. What condition must returned products be in?

Returned products should be clean, complete, undamaged, and returned with their original packaging, accessories, manuals, labels, gifts, or included parts where applicable. Items must not show signs of misuse, improper handling, alteration, washing, strong odors, stains, damage, missing components, or any condition that prevents normal resale.

12. How do I start a return?

To start a return, please contact us at payment@velyzon.com before sending anything back. Please include your order number, the email used at checkout, and the reason for the return. If your request is approved, we will provide return instructions. Unauthorized returns may be refused or may not be processed correctly.

13. Who pays for return shipping?

If the return is caused by customer reasons, such as change of mind, wrong option selected, personal preference, duplicate order, or incorrect address provided by the customer, the customer is responsible for return shipping costs. If the return is caused by our error, such as a wrong item, confirmed defect, missing item, or delivery damage reported within 48 hours, we will provide a reasonable solution after review.

14. How long does a refund take?

Once the returned item is received and inspected, we will notify you whether the refund has been approved. Approved refunds will be returned to the original payment method used at checkout. The refunded amount will generally appear in your original payment account within 7 business days, depending on Stripe, PayPal, your bank, card issuer, or payment provider.

15. What payment methods do you accept?

We accept major secure payment methods shown at checkout, including Visa, PayPal, Mastercard, American Express, Discover, Apple Pay, Google Pay, and JCB. Some payment options may vary depending on your device, browser, region, card issuer, payment provider, or checkout settings.

16. What currency do you use?

All transactions on our website are processed in Euro (EUR). Product prices, shipping fees, free shipping thresholds, taxes where applicable, and order totals are displayed and charged in Euro unless clearly stated otherwise at checkout. Your bank or payment provider may apply currency conversion or foreign transaction fees if your account uses another currency.

17. Is my payment information secure?

Yes. Payments are processed through secure third-party payment providers, including Stripe-supported payment services and PayPal. We do not store customers’ full card numbers, CVV codes, PayPal passwords, or full payment authentication data on our website. Our website is designed to use HTTPS secure browsing and SSL/TLS encryption to help protect data during transmission.

18. How do you protect my personal data?

We use reasonable technical and organizational measures to protect customer information, including HTTPS, SSL/TLS transmission protection, restricted administrative access, secure payment gateway integration, website monitoring, system maintenance, data minimization, and limited access to order records. Customer data is generally retained for up to 1 year unless a longer period is required by law, payment dispute handling, or legal obligations. For more details, please see our Privacy Policy.