Orders & Shipping
Where does Velnorie ship?
Velnorie currently ships to customers in the United States, the United Kingdom and Mexico. Shipping availability may vary by product and delivery address.
Where are orders shipped from?
Orders may be fulfilled by our international fulfilment partners, including facilities in China. This allows us to offer a broader selection of beauty, personal-care and styling products across our supported markets.
How long does order processing take?
Most orders are processed within 1–3 business days. Orders placed during weekends, public holidays or high-volume periods may require additional processing time.
How long does delivery take?
Estimated delivery usually takes 10–15 business days after dispatch.
Delivery times are estimates rather than guarantees. Customs procedures, local carrier delays, severe weather, public holidays or an incomplete delivery address may affect the final delivery date.
Will I receive tracking information?
Yes. Once your order has been dispatched, tracking information will be sent to the email address used at checkout.
Tracking updates may take several business days to appear after the parcel has been handed to the carrier.
Why has my tracking information not updated?
Tracking may temporarily stop updating while a parcel is moving between countries, undergoing customs processing or being transferred to a local delivery carrier.
If there has been no update for an extended period, please contact us through the Contact Us page and include your order number.
Can I change or cancel my order?
Please contact us as soon as possible after placing your order.
We will try to assist, but changes and cancellations cannot be guaranteed once an order has entered processing or has already been dispatched.
What happens if I enter the wrong delivery address?
Customers are responsible for checking that their delivery information is complete and accurate before placing an order.
If you notice an error, contact us immediately. Once a parcel has been dispatched, we may not be able to redirect it. Additional delivery or reshipping charges may apply if a parcel is returned because of an incorrect or incomplete address.
Products
What types of products does Velnorie offer?
Velnorie offers a curated selection across five main categories:
- Hair Care
- Hair Styling
- Personal Care
- Body Care
- Beauty Tools
The collection may include shampoos, conditioners, hair masks, hair-colour products, curling tools, hot-air brushes, grooming devices, body lotions and everyday beauty accessories.
Are product colours and packaging exactly the same as shown online?
We aim to present products as accurately as possible. However, colours may appear slightly different because of lighting, photography and screen settings.
Manufacturers may also make minor packaging updates without changing the product’s intended use. Please review the product page carefully before ordering.
How do I choose the correct plug type for an electrical product?
Where available, select the plug version that matches your destination market:
- United States: US plug
- United Kingdom: UK plug
- Mexico: US-style plug is commonly used, but voltage and product compatibility must still be checked
Always review the voltage, wattage, plug type and technical specifications shown on the product page before ordering. Do not use an electrical product with an incompatible voltage or unsuitable adapter.
Do electrical products come with a warranty?
Warranty coverage may vary by product. Any applicable warranty information will be stated on the relevant product page.
Damage caused by misuse, accidental damage, incorrect voltage, unauthorised modification or failure to follow the supplied instructions may not be covered.
How should I use hair-colour products safely?
Always read and follow the instructions supplied with the product.
A patch test should generally be performed before use, even if you have used similar products previously. Do not use the product on irritated or damaged skin, and avoid contact with the eyes.
Results may vary depending on the original hair colour, hair condition, previous treatments and application method.
Are product results guaranteed?
No cosmetic, hair-care or styling result can be guaranteed for every customer.
Results can vary according to hair type, skin type, previous treatments, usage method and individual circumstances. Product descriptions are intended to explain the product’s purpose and features, not to promise identical results for every user.
Returns & Refunds
Can I return an item?
You may request a return within 14 days of receiving your order.
To be eligible, the item should normally be unused, unopened, in its original packaging and in a condition suitable for resale.
For hygiene and safety reasons, opened or used cosmetics, hair-care products, hair-colour products, body-care items and personal-care products are generally not eligible for return unless they arrived damaged, defective or incorrect.
How do I request a return?
Contact us before returning any item and provide:
- Your order number
- The item you wish to return
- The reason for the return
- Clear photographs or video where relevant
Do not send products to the address shown on a parcel or product label without receiving return instructions from us first. Unauthorised returns may not be accepted or refunded.
Who pays the return shipping cost?
If the return is caused by a change of mind, incorrect selection or another reason not caused by Velnorie, the customer is generally responsible for the return shipping cost.
If the item arrived damaged, defective or incorrect, we will review the evidence and provide an appropriate resolution.
What should I do if my item arrives damaged or incorrect?
Contact us as soon as possible after delivery and provide your order number, a description of the issue, photographs of the parcel and product, and a short video where necessary.
Please keep all packaging until the issue has been reviewed.
When will I receive my refund?
Approved refunds are issued to the original payment method after the returned item has been received and inspected, or after another resolution has been approved.
Your bank or payment provider may require additional time to display the refund in your account.
Payments & Support
Which currencies are available?
Prices may be displayed in USD, GBP or MXN depending on your location and Shopify Markets settings.
The final amount charged will be shown at checkout. Your bank may apply its own foreign-exchange rate or international transaction fee.
Is payment secure?
Payments are processed through secure third-party payment providers supported by Shopify. Velnorie does not directly store complete payment-card details.
How can I contact Velnorie?
Use the Contact Us page and include your order number when contacting us about an existing order.
To help us respond efficiently, please send one clear message describing the issue and attach relevant photographs or videos where necessary.