Frequently asked questions
Have a question about shopping with VELQUA? Start here, or contact us for help.
How can I get more information about a product?
Send us the product name and your question through our contact form. Let us know which details you need before placing your order.
Who can I contact about my order?
Use our contact form and include your order number and the email address used at checkout. Describe your question so we can look into it.
Can I change or cancel my order?
Contact us as soon as possible with your order number and the change you would like to make. We’ll need to check your order’s status before confirming whether a change or cancellation is possible.
What if an item arrives damaged or I receive the wrong item?
Contact us with your order number, a description of the issue, and clear photos of the item and packaging if possible. Keep the packaging while we review your enquiry.
How do I ask about a return?
Contact us with your order number and the item you would like to return so we can help you with the next steps.
What details should I include when contacting you?
Include your name, the email address used for your order, your order number if applicable, and a short description of your question. Never send passwords or full payment card details.