Orders

What should I do when my order arrives?

We recommend inspecting your order as soon as it arrives to ensure everything is in perfect condition. If you notice any damage or quality issues, please keep in mind that we cannot offer refunds, replacements, or accept returns for damaged items...

My order was marked delivered but it’s not here.

Sometimes, carriers mark packages as "delivered" shortly before they actually arrive. If you haven’t received your package, we recommend the following steps:. If your package still hasn’t arrived after taking these steps, please let us know, and we’l

Why is my package being returned to sender, and what are my options?

If your package is being returned to us, it may be due to an issue with the shipping address. Here’s what to do next:. Correct Address Provided – If your shipping address was correct but the package is still being returned, we’re happy to reship your

What should I do if I receive a damaged or faulty item?

We’re so sorry that your item arrived damaged or faulty—we want to make this right for you! Please reach out to us as soon as possible with the following details:. You can contact us at via our chat or send us a email at [email protected] so we ca

What do I do if I receive the wrong item in my order?

We sincerely apologize for the mix-up and want to make this right for you as quickly as possible! Please reach out to us with the following details:. You can contact us via chat or email us at [email protected], and we’ll arrange for the correct i

Is there a discount code for first time buyers?

Yes! First-time buyers can enjoy 10% off their order of $50 or more with the code WELCOME10 at checkout. We’re so excited for you to experience VELA—happy shopping! 💕

Can I cancel my order?

We’d like to kindly remind you that, once your order has been confirmed, we are unable to accommodate cancellations or changes due to the high volume of orders we’re currently processing. This policy is clearly outlined in both the confirmation email

Can I remove an item from my order?

Yes! We can remove an item from your order as long as it has not yet been fulfilled. To request a change, please contact our customer service team as soon as possible at [email protected]. Be sure to include your order number and details of the it

I didn’t receive my gift card. What should I do?

If you haven’t received your gift card, please check your junk/spam folder as it may have been filtered there. If you still don’t see it, contact us at [email protected], and we’ll be happy to resend it to you.