Frequently Asked Questions

Last Updated: September 30, 2026

Welcome to the Velunevia FAQ.

Below you can find answers to common questions regarding products, orders, shipping, returns, refunds, payments, damaged items, and customer support.

How do I place an order?

To place an order, select the product you wish to purchase, choose any available product options, add the item to your cart, and follow the instructions provided during checkout.

Once checkout has been completed successfully, an order confirmation will be sent to the email address provided at checkout.

Can I change or cancel my order?

If you need to request a change or cancellation, please contact us as soon as possible after placing your order.

We will make reasonable efforts to assist before fulfillment begins. However, changes or cancellations cannot be guaranteed once an order has entered processing, fulfillment, shipment preparation, or dispatch.

How can I track my order?

When tracking information becomes available, it will be sent to the email address used at checkout.

Please note that tracking activity may take some time to appear after a shipping label has been created. Carrier updates and tracking frequency may vary depending on the shipping provider and destination.

When will my order arrive?

Delivery estimates may vary depending on the destination, product availability, carrier operations, customs review, weather conditions, holidays, and other factors outside our reasonable control.

For information regarding order processing, estimated delivery times, shipping procedures, and other delivery-related matters, please review our Shipping Policy.

Do you ship internationally?

Available shipping destinations will be shown during checkout.

Shipping availability, delivery times, and shipping charges may vary depending on your destination and the shipping services available for your order.

International shipments may also be subject to customs processing or other destination-specific requirements.

Please refer to our Shipping Policy for additional information.

What should I do if my order is damaged, defective, incorrect, or incomplete?

If your order arrives damaged, defective, incorrect, incomplete, leaking, or with compromised packaging, please contact us promptly at:

Email: service@velunevia.com

To help us review the issue efficiently, please provide:

• Your order number

• The email address used when placing the order

• Clear photos or videos of the product

• Photos of the packaging

• A photo of the shipping label, where applicable

Once we receive the relevant information, our customer support team will review your request and advise you of the appropriate next steps.

What if a skincare product arrives leaking or with damaged packaging?

Some skincare and personal care products may be packaged in jars, bottles, tubes, pumps, sachets, or other containers that can occasionally be affected during transportation.

If a product arrives leaking, damaged, opened, unsealed, or with compromised packaging, please keep the product and its original packaging and contact us as soon as possible.

Please provide clear photographs or videos showing the product, packaging, and shipping label where applicable so that our team can review the issue.

Do not dispose of the affected product or packaging until our customer support team has completed its review or advised you that they are no longer required.

How should I use Velunevia skincare products?

Please review the product description, directions for use, ingredient information, and any warnings provided on the applicable product page or packaging before use.

Usage instructions may vary depending on the product.

If you have sensitive skin, known allergies, an existing skin condition, or concerns about whether a product is suitable for you, you may wish to perform a patch test where appropriate or consult a qualified healthcare professional before use.

Individual experiences may vary.

What should I do if I experience irritation?

If you experience irritation, discomfort, redness, or another unexpected reaction after using a skincare or personal care product, discontinue use.

If symptoms persist or you have concerns about a reaction, seek advice from an appropriate healthcare professional.

Product information provided by Velunevia is intended for general cosmetic and personal care purposes and is not a substitute for professional medical advice, diagnosis, or treatment.

What is your return process?

Before returning any item, please review our Refund Policy and contact us at service@velunevia.com for return instructions.

Please do not return an item without contacting us first.

Our customer support team will review your request and, where the return is eligible under our Refund Policy, provide the appropriate return instructions and applicable return address.

Returns sent without prior authorization or without following the provided return instructions may not be accepted.

Can opened or used skincare products be returned?

Return eligibility for opened or used skincare and personal care products may be limited for hygiene, safety, or product-integrity reasons.

Please review our Refund Policy for the applicable eligibility requirements and contact us before sending any product back.

If a product was received damaged, defective, incorrect, leaking, or otherwise affected by an issue attributable to the order or delivery, please contact our customer support team so we can review the matter.

Is your registered business address also the return address?

Not necessarily.

Our registered business address is provided for business identification purposes and may not be the return address for your order.

Please do not send products directly to our registered business address unless our customer support team has specifically instructed you to do so.

If your return request is approved, we will provide the appropriate return address and return instructions applicable to your order.

When will I receive my refund?

Refund processing depends on the circumstances of the return and the original payment method used.

Once an eligible refund has been approved and processed by us, additional time may be required for your bank, card issuer, or payment provider to post the funds to your account.

For complete information regarding refund eligibility, procedures, timeframes, and processing, please review our Refund Policy.

Which payment methods are accepted?

Available payment methods are displayed during checkout and may vary depending on your location, currency, device, and the payment services available at the time of purchase.

Please use one of the payment methods displayed during checkout to complete your purchase.

Is my payment information secure?

Payments are processed through the payment methods and payment service providers made available during checkout.

Velunevia does not ask customers to send complete payment card information by email.

If you receive a suspicious communication claiming to represent Velunevia and requesting sensitive payment information, please contact us at service@velunevia.com before providing any information.

How can I contact Velunevia?

For questions about products, ingredients, directions for use, orders, shipping, returns, refunds, payments, privacy-related requests, or other store-related matters, please contact:

Email: service@velunevia.com
Customer Support Days: Monday–Friday

We aim to respond to customer inquiries within 1–2 business days.

When contacting us regarding an existing order, please include your order number and the email address used at checkout so that we can assist you more efficiently.

Business Information

Velunevia is an online retail store owned and operated by Zhengzhou Zelin Network Technology Co., Ltd.

Zhengzhou Zelin Network Technology Co., Ltd. is the legal seller of products purchased through velunevia.com and is responsible for order processing, transactions, customer support, returns, refunds, and other store-related services provided through the website.

Brand Name: Velunevia
Website: velunevia.com
Legal Company Name: Zhengzhou Zelin Network Technology Co., Ltd.
Registered Address: Room 1002, 10th Floor, Unit 2, Building 13, Jinlanwan, No. 10 Jinbei Road, Huiji District, Zhengzhou, Henan, China
Customer Support Email: service@velunevia.com