FAQs
How can I contact Vellvio?
You can email us at info@vellvio.com, where our customer service team will be happy to assist you with anything you need!
Do you ship worldwide?
Yes.
Where do you ship from?
We ship from Hong Kong.
Can I change or cancel my order?
Since we aim to process orders as quickly as possible, any changes or cancellations must be requested within 12 hours of ordering. Requests after this period may not be accepted, but you can return your order for a full refund once it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped from our warehouse. Please allow extra time during holidays and sales. We process orders Monday through Friday. Orders will be processed within 1-3 business days of the order date and shipped the next day after processing. Please note that we don’t ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.
What if I don’t receive my order?
If you don’t receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged customs and taxes?
The prices displayed on our site are tax-free in US Dollars, meaning you may need to pay duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged upon arrival at your final destination, as determined by your local customs office. These fees are your responsibility and will not be covered by us. We are not responsible for delays caused by customs. For more information, please contact your local customs office.
How do I return an item?
Please contact us at info@vellvio.com.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received incorrect, missing, or defective merchandise. Include your order number, photographs of the item(s), and any related references. We will do our best to resolve the issue as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. For questions regarding the credit posting to your account, please contact your bank or credit card company.