FAQ

Welcome to the Vellano Help Center.
Here you’ll find answers to some of the most common questions from our customers.
If you need further assistance, please reach out to our support team — we’re always happy to help.

🛍 About Orders

Q1: How long does it take to process my order?
A: Orders are typically processed within 1–3 business days after payment is received.
Please note that we do not process or ship orders on weekends or public holidays. Orders placed on Friday evenings or holidays will be handled the next business day.

Q2: Can I change or cancel my order after placing it?
A: If your order has not yet entered the packaging stage, we may still be able to make changes or cancel it. Please contact us immediately at andiwillamsm4423@outlook.com with your order number for assistance.

Q3: What payment methods do you accept?
A: We currently accept:

  • Credit/Debit Cards (Visa, MasterCard, American Express, Discover)

  • PayPal

  • Apple Pay / Google Pay

  • Shop Pay (installment options available for eligible orders)

Q4: I didn’t receive a confirmation email. What should I do?
A: Please check your spam or promotions folder. Ensure your email address was entered correctly at checkout. If you still can’t find it, contact our support team and we’ll resend the confirmation.

🚚 Shipping & Delivery

Q5: Do you ship internationally?
A: Yes! We currently ship to:

  • All U.S. states (including Hawaii and Alaska)

  • Canada, Australia, the UK, and select EU countries

You can verify availability for your location at checkout or by contacting us directly.

Q6: How long does shipping take?
A:

  • Standard U.S. Shipping: 3–7 business days

  • Expedited U.S. Shipping: 1–3 business days

  • International Shipping: 7–21 business days (varies by destination and customs)

Q7: How do I track my order?
A: Once your order ships, you’ll receive a tracking email with your shipment details. You can also log into your Vellano account at any time to check your order status.

Q8: My package says “Delivered,” but I haven’t received it.
A: Please check the following before contacting support:

  • Was it received by a neighbor, doorman, or office front desk?

  • Could it be left at your mailbox, doorstep, garage, or parcel locker?
    If you still can’t locate it, contact us right away so we can help you investigate with the carrier.

🔁 Returns & Refunds

Q9: What is your return policy?
A: We accept returns within 30 days of delivery. Items must be unused, in their original condition, and in the original packaging. Please review our detailed Return Policy for full instructions.

Q10: What items are non-returnable?
A: The following items cannot be returned:

  • Used or damaged products

  • Personalized or custom-made items

  • Final sale or clearance items

  • Opened beauty or hygiene products (for safety reasons)

Q11: Do I have to pay for return shipping?
A:

  • If the return is due to a defect or our error, we’ll cover the shipping cost.

  • If it’s due to personal preference (e.g., wrong size, changed mind), the customer is responsible for return shipping.

Q12: When will I receive my refund?
A: Once your return is received and inspected, your refund will be issued within 5–10 business days to your original payment method.

🛡 Product Quality & After-Sales

Q13: What should I do if my item arrives damaged or defective?
A: Please email clear photos of the item to andiwillamsm4423@outlook.com within 72 hours of delivery. Our team will respond within 24 hours to arrange a replacement or refund.

Q14: Do your products come with a warranty?
A: Our handcrafted leather footwear is built to last, though it is not covered by a formal warranty. For product-specific concerns, please contact us and we’ll be happy to assist.

🧾 Other Questions

Q15: Do you accept discount codes?
A: Yes! Enter your valid promo code during checkout under the “Discount Code” field. Note that some promotions may not be combined.

Q16: Can I send an order as a gift?
A: Absolutely. Mark your order as a gift at checkout. We’ll remove price tags and, when possible, include simple, gift-ready packaging.

Q17: How can I contact you?
A:
📧 Email: andiwillamsm4423@outlook.com
📍 Address: 28 The Quarter Mile Walkway, Rochester NY 14623, United States

We typically respond within 24 hours on business days.