FAQ

Last Updated: 22 October 2025

Welcome to our Frequently Asked Questions (FAQ) page. Here you’ll find quick answers to the most common questions about ordering, delivery, returns, and payments at VELISTRA. If you can’t find what you’re looking for, please contact us directly — we’re always happy to help!

1. Where is VELISTRA based?

We are proudly based in London, United Kingdom. All our orders are processed and shipped from our UK location.

2. How long does delivery take?

We offer Express Delivery across the United Kingdom. Orders are delivered within 1–3 business days after dispatch. All deliveries are trackable for your convenience.

3. How much does shipping cost?

We charge a flat £20.00 shipping fee per order, regardless of the number of items. This covers our express, trackable delivery service.

4. How can I track my order?

Once your order has been dispatched, you’ll receive an email with a tracking number and link to follow your shipment in real time.

5. What payment methods do you accept?

We currently accept PayPal as our secure payment method. You can pay using your PayPal account or any major debit/credit card through PayPal — no account required. For details, see our Payment & Billing Policy.

6. Can I cancel my order?

You can cancel your order before it is dispatched by contacting us immediately at velistraltd@gmail.com. Once an order has shipped, please refer to our Refund & Return Policy.

7. What is your return policy?

We accept returns within 30 days of delivery for unused items in their original packaging. Refunds are processed within 1 business day once the returned item is received and approved. For more details, see our Refund & Return Policy.

8. What should I do if my item arrives damaged?

If your item arrives damaged or defective, please contact us within 48 hours of delivery with photos of the damage. We’ll quickly arrange a replacement or full refund at no extra cost to you.

9. Are your products new?

Yes, all items sold on VELISTRA are brand new. We do not sell used, refurbished, or second-hand products.

10. Do you deliver outside the United Kingdom?

Currently, we ship only within the UK. However, we may expand to other regions soon — stay tuned through our newsletter for updates!

11. How do I contact customer service?

You can reach us easily by:

12. Is my information secure?

Absolutely. Your privacy and security are very important to us. All payments are processed securely via PayPal, and your personal data is protected in line with our Privacy Policy.

13. Do you offer discounts or promotions?

Yes! We regularly offer exclusive discounts, deals, and early access to new collections through our email newsletter. You can subscribe at checkout or by signing up on our homepage.

Need More Help?

Our friendly support team is always here for you. You can reach out via phone, email, or live chat anytime for fast and personalised assistance.

VELISTRA
128 City Road, London, EC1V 2NX, United Kingdom
Phone: +44 7853 791073
Email: velistraltd@gmail.com

For more details, please review our Shipping Policy, Payment & Billing Policy, Refund & Return Policy, and Terms & Conditions.