Frequently Asked Questions
Welcome to the Velonah FAQ Center.
Here you’ll find clear answers to the most common questions about orders, shipping, returns, and customer support.
If you ever need additional help, our team is here for you.
Where is Velonaliving based?
Velonah is a lighting and lamp brand headquartered in Hong Kong.
All products are shipped exclusively within the United States and UK.
How long does it take for my order to arrive?
Here’s a breakdown of our delivery timeline:
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Order processing: 1–2 business days
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Shipping time: 6–8 business days
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Estimated total delivery: 7–10 business days
More details are available in our Shipping Policy.
Do you offer free shipping?
Yes — every order shipped within the U.S. includes free shipping, with no minimum purchase required.
Visit our Shipping Policy for more information.
What should I do if my item arrives damaged or defective?
If your order arrives in defective condition, we will send you a replacement at no cost.
Please return the item within 30 days. You can review our full guidelines in the Return Policy.
Can I cancel an order after completing my purchase?
Yes. You may cancel your order within the first 24 hours after it has been placed.
Simply reach out to us as quickly as possible.
What is your return policy?
We offer a simple and customer-friendly return process.
A complete overview is available on our Return Policy page.
When will I receive my refund after returning an item?
Once your return is received and inspected, we will issue your refund.
Depending on your bank or payment provider, the funds typically appear within 7 business days.
Check our Refund Policy for full details.
Do your products come with any warranty or guarantee?
Yes. Every purchase includes a 30-day warranty.
You can find the warranty information in our Return Policy.
Do you operate a physical retail location?
No — Velonah operates entirely online.
This allows us to offer a wide selection of products and competitive prices.
Can I place a bulk or large-quantity order?
Yes, bulk orders are accepted.
If you’re interested, please contact our support team for more information.
How can I exchange an item?
The complete exchange process is outlined in our Return Policy.
It covers everything you need to know about size, color, or product exchanges.
How do I track my order?
After your order ships, you will receive a tracking number by email.
You can follow your shipment on our Track Order page anytime.
How do I get in touch with customer support?
You can reach us through the Contact Us page or by emailing:
support@velonah.com.
Contact Information:
Store Name: Velonah
Address: Flat 5, 4/F, Won Hing Building 74- 78 Stanley Street, Central 00000, Hong Kong
Email: support@velonah.com
Phone: +85294534117
Customer Service: Monday to Friday 9:00 AM - 5:00 PM (EST)
We respond within 24 hours