FAQ'S

Find answers to common questions about ordering, shipping, cancellations, returns, and refunds. If you need help, email info@velnoragifts.com with your order number and the relevant details.

How do I place an order?

Add the items you would like to buy to your cart, review your items and order details, and proceed to checkout. Please check your shipping address and any personalization details carefully before completing your order.

How can I track my order?

After your order has shipped, tracking information will be provided when available. Use that information to follow your shipment. If you need help with tracking, email info@velnoragifts.com with your order number.

What should I do if I have not received an order confirmation?

Please check your spam or junk folder. If you still cannot find your order confirmation, contact info@velnoragifts.com with the email address used at checkout and any available order or payment details so we can help locate your order.

Can I change my order after placing it?

Email info@velnoragifts.com promptly with your order number and the change you would like to make. We can make changes only if they are still possible at the time of your request; changes are not guaranteed.

Can I cancel my order?

Cancellation requests must be submitted within 24 hours after payment confirmation and before the order is marked “Processing for shipment” in our fulfilment system, whichever occurs first.

To request cancellation, email info@velnoragifts.com with your order number. Cancellation requests accepted before the cutoff receive a full refund to the original payment method. If cancellation is no longer available, please refer to our Return & Refund Policy for return options.

What if I entered the wrong shipping address?

Contact info@velnoragifts.com promptly with your order number and the correct address. An address update can be made only before dispatch and only if it is still possible. Please review your address carefully at checkout.

What should I do if my order is missing, incorrect, or damaged?

Email info@velnoragifts.com with your order number, the affected item, and a description of the problem. Include tracking information or photos of the item and packaging where relevant. For verified merchant-caused errors, you will not pay return costs, and we will provide an appropriate replacement or refund. Please obtain return authorization before sending an item back.

How do I use a discount code?

Enter your discount code at checkout and review the order total before completing payment. If you need help with a code, contact info@velnoragifts.com. Discounts, including G10 and multi-item discounts, reduce the merchandise subtotal used to determine eligibility for free standard shipping.

Do you offer free shipping?

Free standard shipping is available when your merchandise subtotal after discounts is US$49.99 or more, excluding taxes and shipping charges. This applies to all currently offered destinations and products. G10 and multi-item discounts reduce the qualifying subtotal, so please check your subtotal after discounts.

Express and VIP shipping are charged separately at the rates shown before you place your order. For more details, see our Shipping Information.

How long will my order take to arrive?

Factory-made personalized items that are not in stock have an estimated processing time of 2–3 weeks, followed by an estimated transit time of 10–15 calendar days after dispatch.

In-stock items, including items held in supplier stock, have an estimated processing time of 7–10 business days, followed by an estimated transit time of 10–15 calendar days after dispatch.

Processing and transit are separate stages: allow the applicable processing time plus the transit time after dispatch. Weeks and calendar days refer to normal elapsed days; business days exclude weekends and public holidays. All times are estimates, not a promise of arrival on a particular calendar date. See our Shipping Information for details.

Can I return an item?

You may request a return within 30 calendar days after delivery for all products. For a change-of-mind return, the item must be unused, in its original condition, and in its original packaging. These requirements do not limit any nonwaivable legal rights you may have. See our Return & Refund Policy for details.

Can I return a personalized or made-to-order item?

Yes. The same 30-calendar-day return request period after delivery applies to personalized and made-to-order items. Change-of-mind returns must be unused, in their original condition, and in their original packaging, subject to your nonwaivable legal rights. Personalization or made-to-order status alone does not exclude an item from this return policy.

How do I request a return?

Before sending anything back, email info@velnoragifts.com within 30 calendar days after delivery. Include your order number, the item you wish to return, your reason for returning it, and photos where relevant. After approval, we will supply the authorized return address. Do not send your return to an unconfirmed address.

Who pays return shipping, and is there a restocking fee?

For preference-based or change-of-mind returns, the customer pays return shipping. There is no restocking fee. For verified merchant-caused errors, the customer does not pay return costs, and an appropriate replacement or refund will be provided.

What amount will be refunded?

An eligible item refund covers the item's purchase price. Original outbound shipping charges are not refundable unless the return involves a merchant-caused error or a refund is required by law. Refundable taxes are handled as required by applicable law. There is no restocking fee. See our Return & Refund Policy for details.

When and how will I receive my refund?

Approved refunds are issued to the original payment method within 5 business days after receipt and inspection of an authorized return. Your payment provider may need additional time to post the refund to your account.

Can I exchange an item?

You may request an exchange within 30 calendar days after delivery. Exchanges are subject to the same return eligibility requirements and replacement availability. Email info@velnoragifts.com with your order number, the item you wish to exchange, and the replacement you would like. Please obtain authorization and the approved return address before sending the item back.

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