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FAQ

Here you will find a selection of the most frequently asked questions from our loyal travelers! 🌎

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Please read our FAQ before sending us a message.

[/ux_text] [accordion] [accordion-item title= »What are the delivery costs? »] [ux_text font_size= »1″]

We supply all our items free in Metropolitan France (excluding DOM-TOM & French Polynesia)

[/ux_text] [/accordion-item] [accordion-item title= »Did I make a mistake when entering my details? »] [ux_text font_size= »1″]

It happens, don't worry! 😉

You just have to contact us send an email with your phone number order at the following address: support@velartrip.com 

Specifying the corrected address.

However, if your order has been shipped, we will be unable to make any changes.

[/ux_text] [/accordion-item] [accordion-item title= »When will my order be shipped? »] [ux_text font_size= »1″]

Your order is shipped within 3 working days maximum. 

You will also receive a confirmation email confirming the shipment. Once this is received, you can take into account the announced delivery times.

[/ux_text] [/accordion-item] [accordion-item title= »When will I receive my order? »]

The processing of your order, the manufacturing and free delivery of our products require our specialists a certain amount of time. between 7 and 14 working days.

We are just as eager as you are for you to be able to use one of our products as soon as possible!

[/accordion-item] [accordion-item title= »I won’t be there at the time of delivery. What should I do? »]

Don't worry! The majority of our products are left in mailboxes.  However, if your package is too bulky or if the postman does not have access to your mailbox, your package will be ddeposited at the post office the closest. 

[/accordion-item] [accordion-item title= »Why was my package returned to you? »]

There are two reasons for this return:

1) You did not pick up your package from your post office on time.

2) You entered an incorrect shipping address.

If this is the case, please contact us by email so we can resend your package. The return shipping fee is €12.

[/accordion-item] [accordion-item title= »Why haven't I received my order in full? »]

When your order includes several items, it is possible that the shipment will be made separately depending on the availability of stocks in our different warehouses.

Please note that at VelarTrip, we have chosen to relocate our stocks to different warehouses to avoid the total loss of our production in the event of a natural disaster or any other accident.

Whatever happens, we are confident that your package will arrive very soon!

[/accordion-item] [accordion-item title= »Overseas France (DOM-TOM) »]

Unfortunately, we do not offer overseas deliveries.

[/accordion-item] [/accordion] [/col] [col] [title text= »Cancellation, Returns and Exchanges » icon= »icon-angle-down »] [accordion] [accordion-item title= »Can my order be changed? »] [ux_text font_size= »1″]

Of course! On one condition, your order must not be "in processing".

[/ux_text] [/accordion-item] [accordion-item title= »Is it possible to cancel my order? »] [ux_text font_size= »1″]

Yes, absolutely! You just need to send us an email to the following address: support@velartrip.com.

Please note however that if your order is in "preparation course", you must return the product to us upon receipt so that we can process the refund.

[/ux_text] [/accordion-item] [accordion-item title= »What is the time limit for making a return? »] [ux_text font_size= »1″]

Our return period is 14 days from the date of receipt of your package. 

Please note that we only accept products in perfect condition, in their original packaging. 

Shipping costs will be your responsibility.

For all return requests, you can contact us at the following email address: support@velartrip.com.

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You will receive the money in your bank account within a period of 7 days if the order has been settled by bank card.

[/ux_text] [/accordion-item] [accordion-item title= »I haven't received my refund, what should I do? »] [ux_text font_size= »1″]

If you have not received your refund after 14 working days, please inform us immediately by email: support@velartrip.com

[/ux_text] [/accordion-item] [/accordion] [/col] [col] [title text= »Miscellaneous Questions » icon= »icon-angle-down »] [accordion] [accordion-item title= »I haven't received an order confirmation. What should I do? »] [ux_text font_size= »1″]

Two scenarios:

1) Check your spam or junk mail.

2) If you still cannot find your confirmation, please send us an email to the following address: support@velartrip.com with this information:

– Name & surname

– Postal address 

– Phone number 

[/ux_text] [/accordion-item] [accordion-item title= »Do you offer partnerships? »] [ux_text font_size= »1″]

You can contact us directly by email at the following address: support@velartrip.com.

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