Q&A

Frequently Asked Questions (FAQ)

1. How long does shipping take?

Orders are processed within 1–3 business days. Estimated delivery times are:

  • France: 5–10 business days

  • Europe: 5–12 business days

  • International: 7–15 business days

Delivery times are estimates and may vary depending on your location and the shipping carrier.

2. How can I track my order?

Once your order has been shipped, you will receive a confirmation email with a tracking number (when available). Tracking information may take up to 48 hours to become active.

3. Do you ship internationally?

Yes! We ship to many countries worldwide. Shipping availability and delivery times depend on your location.

4. How much does shipping cost?

Shipping costs are calculated at checkout based on your delivery address and the shipping method selected.

We may also offer free shipping promotions from time to time.

5. What payment methods do you accept?

We accept secure payments through Shopify Payments and Stripe, including major credit and debit cards and other payment methods available at checkout.

6. Is my payment information secure?

Yes. All payments are processed through secure, encrypted payment gateways. We do not store your full credit card information.

7. Can I cancel or change my order?

If your order has not yet been processed, we may be able to modify or cancel it.

Please contact us as soon as possible at velixoshop7@gmail.com.

8. What is your return policy?

If you are not satisfied with your purchase, please refer to our Refund Policy for complete details regarding returns, refunds, and eligibility.

9. What should I do if my package is damaged or lost?

If your package arrives damaged or you believe it has been lost, please contact us immediately at velixoshop7@gmail.com. We will work with the shipping carrier to resolve the issue.

10. What if I entered the wrong shipping address?

Please contact us immediately.

If your order has not yet been shipped, we will do our best to update the shipping address.

11. Do I have to pay customs duties or import taxes?

For international orders, customs duties, taxes, and import fees may apply depending on your country's regulations. These charges are the responsibility of the customer.

12. My tracking hasn't updated. What should I do?

Tracking updates can sometimes take 24–48 hours after shipment. If there has been no update after several days, please contact us and we'll be happy to assist you.

13. What if I receive the wrong item?

We sincerely apologize for any mistake. Please contact us at velixoshop7@gmail.com with your order number and photos of the item received so we can resolve the issue promptly.

14. How can I contact customer support?

Our customer support team is happy to help.

Email: velixoshop7@gmail.com

We aim to respond to all inquiries within 24–48 business hours.

15. Is my personal information protected?

Yes. We take your privacy seriously and process your personal information securely in accordance with our Privacy Policy.