FAQ — Velorae Essence

Welcome to the Velorae Essence Frequently Asked Questions page.

We've compiled answers to many of the questions our customers ask most often. If you don't find the information you're looking for, please visit our Contact page and we'll be happy to assist you.

1. What is Velorae Essence?

Velorae Essence is a European wellness and lifestyle brand dedicated to creating products that encourage calm, balance, intentional living, and meaningful daily rituals. Our collections may include fragrances, home ambiance products, self-care essentials, and thoughtfully selected lifestyle goods designed to elevate everyday experiences.

2. Where are you located?

Velorae Essence is based in Portugal.

We proudly ship to select countries within the European Union. As our business grows, additional shipping destinations may become available.

3. Where do you ship?

At this time, we ship to select countries within the European Union.

Available shipping destinations are displayed during checkout.

We do not currently offer shipping outside the European Union.

4. How long will my order take to arrive?

Orders are typically processed within 1–5 business days before shipment.

Delivery times depend on your location, product availability, carrier schedules, weather conditions, and seasonal demand.

Estimated delivery dates are provided for convenience and are not guaranteed.

5. Will I receive tracking information?

Yes.

Once your order has shipped, you'll receive a shipping confirmation email with tracking information whenever it is provided by the shipping carrier.

6. What payment methods do you accept?

Accepted payment methods are displayed during checkout and may include major credit and debit cards, digital payment services, and other secure payment options supported by our payment providers.

7. Do you store my payment information?

No.

Velorae Essence does not store your complete credit card or payment information.

Payments are securely processed by trusted third-party payment providers.

Please refer to our Privacy Policy for additional information.

8. Can I return my purchase?

Eligible products may be returned in accordance with our Returns & Refunds Policy.

Certain products—including personalized items, opened personal care products, and products identified as non-returnable—may not qualify for return.

Please review our Returns & Refunds Policy before requesting a return.

9. What should I do if my order arrives damaged?

Please contact us within 48 hours of receiving your order.

To help us resolve the issue quickly, please include:

Your order number
Photographs of the damaged product
Photographs of the shipping packaging

We'll review the information and work with you to determine the most appropriate resolution.

10. Can I cancel or change my order?

Orders begin processing shortly after they are placed.

If you need to make changes, please contact us as soon as possible.

Once an order has entered production or shipment, cancellations or modifications may no longer be possible.

11. Do you offer gift wrapping?

Gift packaging may be available for selected products.

If offered, available options will be presented during checkout.

12. Do you sell gift cards?

Digital gift cards may be available for purchase.

Gift cards can be used toward eligible purchases and are generally non-refundable except where required by applicable law.

13. Are your products handmade?

Some products may be handcrafted or produced in small batches, while others may be manufactured by carefully selected production partners.

Individual product pages will provide additional information whenever applicable.

14. Will the product I receive look exactly like the photographs?

We make every effort to accurately represent our products.

However, slight variations in color, texture, packaging, fragrance intensity, natural materials, or appearance may occur due to manufacturing processes, lighting conditions, or differences in display screens.

These normal variations do not constitute product defects.

15. Are your fragrances and wellness products safe?

Our products are intended for normal consumer use when used as directed.

Please read all product instructions, warnings, and ingredient information before use.

Individuals with allergies, sensitivities, or medical concerns should consult an appropriate healthcare professional if they have questions regarding product suitability.

16. Are your products safe around children and pets?

Many fragrance and home products should be kept out of reach of children and pets.

Always follow the safety instructions provided with each product.

Never leave candles burning unattended or use products in a manner inconsistent with their intended purpose.

17. Is my personal information secure?

Protecting your privacy is important to us.

We use reasonable administrative, technical, and organizational safeguards to help protect the personal information you provide.

Please review our Privacy Policy for complete details regarding how your information is collected, used, and protected.

18. Do you offer promotions or discounts?

From time to time, Velorae Essence may offer seasonal promotions, introductory offers, or limited-time discounts.

Unless otherwise stated:

Promotions cannot be combined.
Discounts have no cash value.
Promotions may be modified or withdrawn at any time.

19. How can I stay informed about new collections and product releases?

We encourage you to subscribe to our newsletter.

Subscribers may receive updates regarding:

New product launches
Seasonal collections
Exclusive offers
Wellness inspiration

You may unsubscribe at any time.

20. How can I contact Velorae Essence?

If you have questions that aren't answered here, please visit our Contact page.

We'll do our best to respond as promptly as possible during normal business hours.

Additional Information

For more information about your rights and our business practices, please review the following policies available on our website:

These policies work together to explain how Velorae Essence operates, how we protect your information, and what you can expect when using our website and purchasing our products.

Thank you for choosing Velorae Essence. We appreciate the opportunity to be part of your wellness journey.