Question 1

How do I track my order?

Accepted Answer

Once your order ships you'll receive a tracking link by email and SMS. You can also track any order from Account → Orders, or by visiting the Track Order page with your order number.

Question 2

Can I change or cancel my order?

Accepted Answer

Orders can be changed or cancelled within 1 hour of placing them, before they move to 'Packed'. Contact our care team with your order number and we'll help right away.

Question 3

I received the wrong or a damaged item. What do I do?

Accepted Answer

We're so sorry. Share a photo with care@velora.demo within 48 hours of delivery and we'll send a replacement at no cost — no need to return the item.

Question 4

Can I order as a guest?

Accepted Answer

Yes. You can check out as a guest with just an email and phone number. Creating an account lets you track orders, save addresses and earn Velora Circle points.

Question 5

How much does shipping cost?

Accepted Answer

Standard shipping is complimentary on orders over ₹999, and ₹79 below that. Express delivery is ₹149 on any order.

Question 6

How long will delivery take?

Accepted Answer

Standard delivery takes 3–5 business days across India. Express delivery takes 1–2 business days in metro cities and 2–3 elsewhere.

Question 7

Do you ship internationally?

Accepted Answer

Not yet — we currently deliver within India only. International shipping is on our roadmap.

Question 8

Is your packaging sustainable?

Accepted Answer

Orders ship in recycled, recyclable paper packaging with paper tape — no plastic fillers. Our glass bottles and aluminium tins are infinitely recyclable.

Question 9

What is your return policy?

Accepted Answer

Unopened products can be returned within 30 days of delivery. If you've opened something and it isn't right for your skin, we offer a one-time 'Love it or return it' exchange within 30 days.

Question 10

How long do refunds take?

Accepted Answer

Refunds are processed within 2 business days of receiving your return and typically reach your original payment method in 5–7 business days. COD refunds are made to your bank account or as store credit.

Question 11

How do I start a return?

Accepted Answer

Go to Account → Orders, select the order and choose 'Request return', or email our care team. We'll arrange a free pickup.

Question 12

Are your products cruelty-free and vegan?

Accepted Answer

All VELORA products are cruelty-free — we never test on animals. Nearly all are vegan; the exceptions (like our lip balm with beeswax) are clearly labelled.

Question 13

Are your products dermatologically tested?

Accepted Answer

Yes. Every skincare and body formula is tested under dermatological supervision for skin compatibility, including on sensitive skin panels.

Question 14

How do I know which products are right for me?

Accepted Answer

Take our 2-minute Beauty Quiz for a personalised routine, or chat with our care team for one-on-one guidance.

Question 15

What is the shelf life of your products?

Accepted Answer

Unopened, our products last 24–36 months. Once opened, use within the period shown by the open-jar symbol on the pack — usually 6 to 12 months.

Question 16

Can I use your products during pregnancy?

Accepted Answer

Many are suitable, but we recommend avoiding retinol during pregnancy and breastfeeding, and checking any new product with your doctor.

Question 17

Do you use fragrance?

Accepted Answer

Most of our skincare is fragrance-free. Body care, hair care and fragrance products contain carefully selected, IFRA-compliant fragrance, always listed on the label.

Question 18

Are your products free from parabens and sulphates?

Accepted Answer

Yes. We don't use parabens, and our cleansers use gentle, sulphate-free surfactants.

Question 19

Where are your ingredients sourced?

Accepted Answer

We work with certified suppliers and prioritise Indian botanicals — Kannauj rosewater, Coorg coffee, bhringraj — alongside proven lab-made actives.

Question 20

What payment methods do you accept?

Accepted Answer

UPI, all major credit and debit cards, net banking and cash on delivery (for orders under ₹5,000). This demo store simulates all payments — no real charges are made.

Question 21

Is my payment information secure?

Accepted Answer

In production, payments are processed by a PCI-DSS compliant gateway and we never store card details. In this demo, no payment information leaves your browser.

Question 22

My payment failed but money was deducted.

Accepted Answer

Don't worry — failed payments are automatically reversed by your bank within 5–7 business days. Contact us with the transaction reference if it hasn't arrived.

Question 23

How does Subscribe & Save work?

Accepted Answer

Choose Subscribe & Save on eligible products to get 10% off every delivery. Pick a frequency of 30, 45 or 60 days — you can skip, change or cancel anytime.

Question 24

Can I cancel my subscription?

Accepted Answer

Yes, anytime from your account with no fees. Changes made at least 3 days before your next shipment apply to that order.

Question 25

Do subscriptions earn Velora Circle points?

Accepted Answer

They do — every subscription order earns points just like a regular purchase, plus a bonus 50 points on your third delivery.

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