FREQUENTLY ASKED QUESTIONS (FAQs)
Welcome to VELEN. Below you’ll find answers to some of the most common questions about ordering, shipping, returns, payments, and our products.
1. WHAT IS VELEN?
VELEN is an online fashion store offering contemporary clothing and accessories for men and women, including tees, jeans, hoodies, jackets, caps, and more.
We focus on versatile, modern pieces designed for effortless everyday style.
2. WHERE DOES VELEN SHIP?
We currently ship to:
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Australia
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United States
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United Kingdom
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Selected international destinations
Shipping options and estimated delivery times are displayed at checkout and detailed in our Shipping & Delivery Policy.
3. DO YOU OFFER FREE SHIPPING?
Yes. Free Essential Delivery is available on all eligible orders with no minimum purchase required.
Faster Standard, Priority, and Express delivery options are also available for an additional charge.
4. HOW LONG DOES DELIVERY TAKE?
For Australia, the United States, and the United Kingdom, estimated delivery times are:
Essential Delivery: 7–12 business days
Standard Delivery: 5–8 business days
Priority Delivery: 3–6 business days
Express Delivery: 2–4 business days
For International destinations:
Essential Delivery: 10–20 business days
Standard Delivery: 8–15 business days
Priority Delivery: 6–12 business days
Express Delivery: 4–8 business days
Please note that order processing generally takes 1–3 business days and is separate from the estimated delivery time.
5. HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where available.
Please allow some time after receiving the email for the carrier’s tracking system to update.
6. WHY HASN’T MY TRACKING INFORMATION UPDATED?
Tracking information may take some time to update after your order has been dispatched.
Occasionally, carriers may experience delays in scanning or updating packages. If your tracking has not updated for an extended period, please contact VELEN Customer Care for assistance.
7. CAN I CHANGE MY SHIPPING ADDRESS?
If you entered an incorrect shipping address, please contact us as soon as possible.
We will try to assist before your order is fulfilled. However, once an order has been fulfilled or dispatched, we may not be able to change the delivery address.
Customers are responsible for ensuring that their shipping information is complete and accurate at checkout.
8. CAN I CANCEL MY ORDER?
Orders may be cancelled until the item has been fulfilled.
Once an item has been fulfilled, cancellation is no longer available under our standard cancellation process.
If you need to cancel an order, please contact Customer Care as soon as possible.
9. WHAT IS YOUR RETURN POLICY?
Eligible products may be returned within 30 days of delivery.
Items should be returned in their original condition, unworn, unused, unwashed, with tags attached and, where applicable, in their original packaging.
Please review our Refund & Return Policy for complete eligibility requirements.
10. DO YOU OFFER FREE RETURNS?
Yes. VELEN provides free return shipping for eligible returns.
Please contact Customer Care before returning an item. We will provide the appropriate return instructions once your request has been reviewed and approved.
Do not send returns to our registered business address unless specifically instructed to do so.
11. DO YOU CHARGE A RESTOCKING FEE?
No.
VELEN charges a 0% restocking fee on eligible returns.
12. CAN I RETURN FINAL SALE ITEMS?
Products specifically identified as Final Sale are generally not eligible for standard returns or cancellations.
This does not affect any rights you may have regarding faulty, damaged, or incorrectly supplied products under applicable consumer laws.
13. WHAT IF MY ITEM ARRIVES DAMAGED OR INCORRECT?
Please inspect your order after delivery.
If an item arrives damaged, defective, or different from what you ordered, contact VELEN Customer Care as soon as reasonably possible.
Please provide your order number, a description of the issue, and clear photographs where appropriate so our team can review the matter.
14. DO YOU OFFER EXCHANGES?
Where direct exchanges are available, our Customer Care team will provide the appropriate instructions.
If a direct exchange cannot be processed, you may be asked to return the eligible item and place a new order for your preferred size, colour, or product.
Replacement availability cannot be guaranteed.
15. WHEN WILL I RECEIVE MY REFUND?
Once your return has been received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be issued to your original payment method.
Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.
16. WHAT PAYMENT METHODS DO YOU ACCEPT?
Available payment methods will be displayed securely during checkout.
Payment options may vary depending on your location, currency, device, and the payment services currently available through our online store.
17. ARE MY PAYMENT DETAILS SECURE?
Payments are processed through the secure payment providers available through our online checkout.
Complete card information is generally handled directly by authorized payment processors rather than stored by VELEN.
18. WILL I HAVE TO PAY CUSTOMS DUTIES OR TAXES?
International orders may be subject to import duties, taxes, customs fees, or other charges imposed by the destination country.
Where applicable, these charges are determined by local authorities and are generally the responsibility of the recipient unless otherwise stated at checkout.
19. HOW DO I CHOOSE THE RIGHT SIZE?
Please refer to the Size Guide available on our website before placing your order.
Sizing and fit may vary between styles, so we recommend reviewing the relevant product information and measurements before selecting your size.
20. WILL AN ITEM BE RESTOCKED?
Selected popular styles, colours, and sizes may be restocked.
However, restocks are not guaranteed. We recommend checking our website regularly for current availability and new arrivals.
21. WHY DID I RECEIVE MY ORDER IN SEPARATE PACKAGES?
In some cases, products from the same order may be dispatched separately to help fulfil your order efficiently.
If this happens, you may receive multiple packages and separate tracking information.
22. DO YOU HAVE A PHYSICAL STORE?
No. VELEN currently operates as an online retail store.
Our registered address is used for business registration and administrative purposes and is not a physical retail storefront, collection point, or customer return location.
23. HOW CAN I CONTACT VELEN?
Our Customer Care team can assist with orders, shipping, returns, product information, and general enquiries.
VELEN Customer Care
Email: customer.velen@outlook.com
Phone: +61 232 154 412
When contacting us about an existing order, please include your order number and the email address used to place the order so we can assist you efficiently.
24. WHERE CAN I FIND YOUR STORE POLICIES?
Our Terms of Service, Privacy Policy, Shipping & Delivery Policy, Refund & Return Policy, and other important information are available through the policy links on the VELEN website.
We recommend reviewing the applicable policies before placing an order.
25. HOW CAN I STAY UPDATED WITH VELEN?
Follow VELEN through our official social channels and visit our online store to discover new arrivals, seasonal edits, promotions, and our latest collections.
VELEN — Made for Everyday Style.