FAQ

Frequently Asked Questions

Find answers about VELORA eyewear, our Duo Offer, delivery, returns and order support.

What is the VELORA Duo Offer?

The VELORA Duo Offer allows you to choose any two eligible pairs for a total of €69.90.

Add two eligible frames to your bag and the promotional price will be applied automatically. No discount code is required.

Do I have to buy two pairs?

No. The Duo Offer is completely optional. Every VELORA frame can also be purchased individually at the price displayed on its product page.

How do I activate the Duo Offer?

Add your first eligible pair to the bag, then choose a second eligible pair. Once both products are added, your bag will automatically update to the promotional total of €69.90.

Which products are eligible?

Eligible products are identified on their product pages and within participating VELORA collections.

If the Duo Offer is not applied, check that both selected products are marked as eligible.

Can I choose different styles or colours?

Yes. You can mix and match eligible styles and available colours to create your preferred combination.

What should I do if the offer is not applied?

Confirm that two eligible pairs have been added to your bag. If the total still does not update, contact our Customer Support team before completing your purchase.

Orders and Payments

Do I need an account to place an order?

No. You can complete your purchase through our secure checkout without creating an account.

Which payment methods do you accept?

Available payment methods are displayed during checkout and may vary according to your location and currency.

All payments are processed through secure and encrypted payment providers.

How do I know that my order was confirmed?

After completing your purchase, you will receive an order confirmation email containing your order number and purchase details.

If you do not receive the email, check your spam or junk folder and confirm that the email address entered during checkout is correct.

Can I change or cancel my order?

Contact our Customer Support team as soon as possible if you need to change or cancel an order.

We will do our best to assist you, but changes cannot be guaranteed once the order has entered processing or has been dispatched.

Can I change my delivery address?

If your order has not yet been dispatched, contact us immediately with your order number and the correct address.

Once an order has been dispatched, we may be unable to redirect it.

Delivery and Tracking

Where does VELORA deliver?

We deliver throughout the United Kingdom, Europe and selected international destinations.

Available delivery options will be displayed during checkout according to your destination.

Is delivery free?

Yes. Free tracked delivery is included with every VELORA order, with no minimum purchase required.

How long does delivery take?

Estimated delivery times begin after your order has been dispatched:

• United Kingdom and European destinations: 3–7 business days.

• Other international destinations: 7–21 business days.

Business days exclude weekends and public holidays. Delivery times may vary due to customs procedures, carrier conditions or circumstances outside our direct control.

How can I track my order?

Once your order has been dispatched, you will receive an email containing your tracking information.

Please allow some time for the carrier’s system to update after receiving your dispatch confirmation.

Why has my tracking information not updated?

Tracking information may take time to appear or may pause while the parcel is moving between carrier facilities or undergoing customs processing.

If there has been no update for an extended period, contact our Customer Support team with your order number.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes or local charges depending on the destination country.

Applicable charges will be displayed at checkout whenever supported. Any charges collected directly by local authorities are outside VELORA’s control.

Returns, Exchanges and Refunds

What is your return policy?

You may request a return or exchange within 30 calendar days of receiving your order.

Items must meet the eligibility conditions described in our Returns, Exchanges & Refunds Policy.

How do I request a return?

Contact our Customer Support team through the Contact Us page and provide:

• Your full name.

• Your order number.

• The item you wish to return.

• The reason for the request.

• Photographs if the item is damaged, defective or incorrect.

Wait for our return instructions before sending the product. Items returned to an unauthorised address may not be accepted.

Who pays for return shipping?

For change-of-mind returns, including preference, colour or fit, return shipping costs are generally the customer’s responsibility unless otherwise required by applicable law.

If the item is defective, damaged on arrival or different from what was ordered, VELORA will cover the reasonable return shipping costs or provide another appropriate solution.

Can I exchange my eyewear?

Yes. Exchanges are available for eligible items and are subject to product and colour availability.

If the requested replacement is unavailable, you may choose another eligible product or receive a refund.

When will I receive my refund?

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method, where applicable, within 14 days of receiving the returned item or valid proof that it has been sent back.

Your bank or payment provider may require additional processing time.

What should I do if my order arrives damaged or incorrect?

Contact us as soon as possible and include your order number, a description of the issue and clear photographs of the item and packaging.

Our team will assess the situation and arrange a replacement, exchange or refund where appropriate.

Products and Fit

Are all VELORA sunglasses polarised?

No. Only products specifically identified as Polarised include polarised lenses.

Review the product title, description and lens details before placing your order.

How do I choose the correct frame?

Each product page contains information about the frame shape, fit profile, lens coverage and available colours.

Consider your preferred frame width and style when selecting your eyewear. If exact measurements are provided, compare them with a pair that already fits you comfortably.

Will the colour look exactly the same as it does online?

We make every effort to display colours accurately. However, slight differences may occur due to lighting, photography and individual screen settings.

How should I clean my VELORA eyewear?

Use a clean microfibre cloth and remove dust before wiping the lenses whenever possible.

Avoid abrasive materials, household cleaners and strong solvents, as they may damage the frame or lens coating.

How should I store my eyewear?

Store your eyewear away from direct heat, heavy pressure and unprotected surfaces. Use suitable protective storage when the frame is not being worn.

When putting the frame on or removing it, handle both temples evenly to help preserve its alignment.

Customer Support

How can I contact VELORA?

Visit our Contact Us page and send our Customer Support team your question.

For order-related enquiries, include your full name and order number so we can assist you more efficiently.