Frequently asked questions

Most orders are delivered within approximately 7–14 business days. Delivery times may vary depending on the product, destination, carrier and customs processing. Once your order has shipped, you will receive tracking information when tracking is available.

Yes. We offer free shipping on orders over €50. Shipping options and any applicable charges for orders below €50 will be shown at checkout before you complete your purchase.

We aim to make Velsoma products available internationally. Available shipping destinations may vary depending on the product and local delivery restrictions. If a destination is not available at checkout, the product may not currently be available for delivery to that location.

Once your order has been shipped, we will send tracking information to the email address provided during checkout when tracking is available. Please allow some time for tracking information to become active after shipment. If you have not received tracking information or believe there is an issue with your order, contact us at contact@velsoma.com.

If you need to change or cancel an order, contact us as soon as possible at contact@velsoma.com. We will do our best to accommodate your request before the order has been processed or shipped. Once an order has entered fulfilment or has been shipped, we may not be able to make changes or cancel it.

Yes. You can purchase multiple products in the same order. Please note that products may be fulfilled separately depending on availability and fulfilment arrangements, so items from the same order may occasionally arrive in separate packages.

We offer a 30-day return policy, subject to the conditions described in our Refund Policy. If you are located in a jurisdiction where mandatory consumer rights apply, those rights remain unaffected.

If your order arrives damaged or you believe you received the wrong or defective product, please contact us at contact@velsoma.com. Please include your order number and clear photos of the issue so we can review it and help you with the next steps.

Our products are designed for their intended wellness and relaxation purposes. Always read the product instructions, warnings and usage information before use. If you have a medical condition, are pregnant, have recently undergone surgery, or are unsure whether a product is suitable for you, consult an appropriate healthcare professional before use. Velsoma products are not intended to diagnose, treat or cure medical conditions unless explicitly stated otherwise.

We're here to help. You can contact us at contact@velsoma.com. We aim to respond as soon as reasonably possible.