FAQs
Frequently Asked Questions
Welcome to Vellorisa's Frequently Asked Questions. Here you'll find answers to common questions about ordering, payment, shipping, returns, and our beauty products.
If you can't find the information you're looking for, please contact us at support@vellorisa.com.
1. Do I need an account to place an order?
No. You can place an order with Vellorisa as a guest without creating an account.
Creating an account, however, may provide additional benefits, including:
- Faster checkout;
- Easy access to your order status and order history;
- Updates about new products, special offers, and promotions, where applicable.
2. What payment methods do you accept?
We accept major payment methods available at checkout, which may include:
- Visa;
- Mastercard;
- American Express;
- Discover;
- PayPal.
Available payment methods may vary depending on your location and the options displayed at checkout.
Payments are processed securely through our payment service providers.
3. How secure is my online order?
Protecting your payment information is important to us.
Payment information submitted during checkout is processed through secure payment systems provided by our payment service providers.
Vellorisa does not directly store your complete credit card details on our servers.
For more information about how we collect and process personal information, please review our Privacy Policy.
4. What currency will I be charged in?
Prices displayed on the Vellorisa website are generally shown and processed in US Dollars (USD) unless otherwise indicated at checkout.
If your payment method is denominated in another currency, your bank, card issuer, or payment provider may apply its own exchange rate or currency conversion fees.
Any such fees are determined by your financial institution and are outside Vellorisa's control.
5. How should I enter my shipping address?
Please make sure your shipping information is complete and accurate before placing your order.
We recommend that you:
- Enter your full street address;
- Include the correct city, state/province, postal code, and country;
- Provide an apartment, suite, or unit number where applicable;
- Provide a valid email address and contact number when requested;
- Use characters supported by the shipping carrier whenever possible.
Vellorisa is not responsible for delivery issues resulting from incorrect or incomplete shipping information provided by the customer.
6. Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us at support@vellorisa.com as soon as possible.
We will try to accommodate your request if the order has not yet been processed. However, once an order has entered processing or has been shipped, we cannot guarantee that the shipping address can be changed.
Please carefully review your shipping information before completing your purchase.
7. How long does shipping take and how can I track my order?
Orders are generally processed within 1–3 business days after payment confirmation.
Estimated shipping times after processing are:
United States:
7–15 business days
Other international destinations:
10–25 business days
Please note that processing time and shipping time are separate.
Actual delivery times may vary depending on your destination, customs clearance, local carrier operations, weather conditions, peak seasons, or other circumstances outside our reasonable control.
Once your order has shipped, tracking information will be sent to the email address associated with your order.
You may track your shipment using the tracking information provided in your shipping confirmation email or through:
17TRACK: https://www.17track.net/en
For additional information, please see our Shipping & Delivery Policy.
8. Do you charge shipping fees?
Shipping fees, if applicable, are calculated based on factors such as:
- Shipping destination;
- Order size or quantity;
- Available shipping method.
Unless a free-shipping promotion or other offer applies, shipping costs are the customer's responsibility.
Any applicable shipping charges will be displayed during checkout before you complete your purchase.
Please refer to our Shipping & Delivery Policy for more information.
9. Can I cancel my order?
You may request an order cancellation within 12 hours of placing your order by contacting:
We will make reasonable efforts to accommodate cancellation requests. However, cancellation cannot be guaranteed once an order has entered processing, packing, or shipment preparation.
Orders that have already shipped cannot be cancelled.
If your order has already shipped, please refer to our Return & Refund Policy to determine whether it is eligible for return.
10. What is your return and refund policy?
Eligible return requests must be submitted within 30 days of receiving your order.
Because Vellorisa sells cosmetic and beauty products, returned items must meet our return eligibility requirements.
Unless the product is defective, damaged, incorrect, or otherwise eligible under applicable law, products generally must be:
- Unused and unopened;
- In their original condition;
- In their original packaging;
- With any hygiene or protective seals intact, where applicable.
For hygiene and safety reasons, opened or used cosmetic products may not be eligible for return unless they arrived defective, damaged, or incorrect, or a return is otherwise required by applicable law.
Customers are generally responsible for return shipping costs unless the return is due to an error on our part or an eligible defective, damaged, or incorrect item.
Please review our Return & Refund Policy for complete eligibility requirements and instructions.
11. Where should I send returns?
Please do not return any product without first contacting our customer support team.
To request a return, contact:
If your return is approved, we will provide return instructions and confirm the applicable return address.
Our current designated return address is:
Room 916-7, 9th Floor, Building 3, No. 66 Dayu East Road, Deyuan Street (Jingrong Town), Pidu District, Chengdu, China
Please do not send products to any address other than the return address confirmed in your return instructions. Unauthorized returns may not be accepted or processed.
12. What should I do if my order is damaged, incorrect, or missing items?
If your order arrives damaged, contains an incorrect product, or is missing an item, please contact us within 7 days of delivery at:
Please include:
- Your order number;
- A description of the issue;
- Clear photos of the products received;
- Photos of the outer packaging and shipping label, where applicable.
Please keep the product and original packaging while your request is being reviewed.
Our customer support team will review the information and provide an appropriate solution in accordance with our Return & Refund Policy.
13. What should I know before using Vellorisa cosmetic products?
Please review the product description, ingredient information, warnings, and directions for use provided on the relevant product page or packaging before using a product.
Individual skin types and sensitivities vary. If you have sensitive skin or are trying a new cosmetic product, consider performing a patch test before full application where appropriate.
Discontinue use if irritation or discomfort occurs.
Product information provided on our website is for general informational purposes and is not intended to replace professional medical advice.
14. Will Vellorisa products work the same for everyone?
Individual results may vary depending on factors such as skin type, application method, frequency of use, and other individual characteristics.
Product descriptions, images, demonstrations, or customer experiences should not be interpreted as a guarantee that every customer will achieve identical results.
15. Do you offer discounts or promotions?
From time to time, Vellorisa may offer promotional discounts, promotional codes, or special offers on eligible products.
Promotion terms, discount amounts, eligibility, and expiration dates may vary and will be displayed with the applicable offer.
Promotional offers cannot be combined unless otherwise stated.
If a promotion is advertised as 30% OFF, the discount will apply only to the products and during the promotional period specified in that offer.
16. Still have questions?
We're happy to help.
For questions about your order, shipping, returns, products, or other customer service matters, please contact:
Email: support@vellorisa.com
When contacting us about an existing order, please include your order number so we can assist you more efficiently.
Brand: Vellorisa
Operated by: Sichuan Qianyi Network Technology Co., Ltd.
You may also review our Shipping & Delivery Policy, Return & Refund Policy, Privacy Policy, and Terms of Service for additional information.