Customer Care

NEED HELP?

Frequently asked questions
Delivery options?

Please visit our Shipping Information page to view available delivery services for different regions and estimated delivery times.
Cancel or amend an order?

At Velora, we aim to process your orders immediately after they are placed to ensure quick delivery.

This means once your order is confirmed, we are unfortunately unable to cancel or amend it.

However, we do offer a 30-day return policy. Once you receive your items, you can return them to us via our Returns Portal.
Received a faulty item?

If your order arrives damaged or faulty, please contact our Customer Service Team within 48 hours of delivery.

You’ll need to provide:

  • Clear images of the fault
  • A written description of the issue

Our team will guide you through the return process. Once the item is received and inspected by our Returns Team, we’ll arrange a replacement or refund if eligible.

Please note, refunds or exchanges are not available for items with reasonable wear and tear.
Missing something from your order?

If you believe an item is missing, please check the following before contacting us:

  1. Multiple parcels – Some orders are shipped separately. Please check your emails for multiple tracking numbers.
  2. Out-of-stock items – If an item wasn’t available, we’ll have emailed you and automatically refunded the amount (please check spam/junk).

If after checking, you still believe something is missing, contact our Customer Service Team within 48 hours of delivery.

Provide your order number, shipping address, and the item name(s). Our team will investigate and update you accordingly.
Received an incorrect item?

If you received the wrong product, please notify our Customer Service Team immediately.

We’ll ask you to provide:

  • The name of the item you ordered but didn’t receive
  • Images of the incorrect item and its barcode/packaging

Our team will review and arrange a return for the incorrect item. A replacement will be shipped (subject to stock availability).
Using Afterpay as a payment method?
  • Add products to your cart and select Afterpay at checkout.
  • Enter your details and get an instant approval decision.
  • Pay in 4 instalments, due every 2 weeks. The first instalment is due at checkout.
  • Afterpay is interest-free with no hidden costs when payments are made on time.

For payment-related issues, please contact Afterpay directly via their support page.
Using Klarna as a payment method?

How it works:

  1. Add products to your cart and select Klarna at checkout.
  2. Enter your details to check instant eligibility.
  3. Manage payments and orders directly via the Klarna app.

Pay in 3 – Interest-Free Instalments:

  • The first payment is made at checkout.
  • Remaining payments are automatically taken every 30 days.
  • No interest or hidden fees.

Klarna eligibility requires a soft credit check (does not affect your score). You must be 18+ and a resident of Australia to use Klarna.
Payment options?

Velora accepts the following payment methods:

  • Visa, Visa Debit / Delta, Visa Electron
  • MasterCard Debit, MasterCard, UK Maestro
  • American Express
  • Apple Pay
  • PayPal (Australia only)
  • Klarna (Australia only)
  • Afterpay (Australia only)
  • Velora Gift Cards

All transactions are securely processed through Shopify Payments or PayPal with encryption for your safety.

Additional fraud checks may be carried out internally.

International customers should note that charges are subject to the exchange rate applied by their card issuer.