Frequently Asked Questions
We understand that shopping for fashion and bridalwear online can raise questions about sizing, delivery, and product care. This page answers the most common inquiries to make your shopping experience with Velnua as smooth and delightful as possible.
1. What types of products does Velnua offer?
Velnua specializes in elegant, feminine clothing and bridal designs, including wedding gowns, evening dresses, maxi dresses, and stylish ready-to-wear pieces. Our collections combine romance, sophistication, and comfort, designed for women who appreciate timeless beauty.
2. Are the product photos accurate?
Yes, all photos on our website are taken using real samples under professional lighting to represent color and fabric texture as faithfully as possible. However, slight variations may occur due to screen settings or natural differences in materials.
3. How do I find the right size?
Each product page includes a detailed size chart measured by hand. We recommend comparing your measurements with the chart before ordering. If you are between sizes, choose the larger one for the best comfort and fit. You can also contact us via [email protected] for sizing guidance.
4. Can I customize or alter a dress?
We currently offer select items that can be customized, such as certain wedding gowns or matching couple outfits. For custom inquiries, please contact our support team before placing your order to confirm availability and possible adjustments.
5. How long does shipping take?
Processing time usually ranges from 2–5 business days before shipment. Delivery times depend on the destination and carrier service. You can refer to our Shipping Policy for detailed estimates and tracking information.
6. Do you ship internationally?
Yes, Velnua offers worldwide shipping. Delivery times and fees vary based on destination and order size. Any applicable customs duties or import taxes are the responsibility of the customer.
7. How can I track my order?
Once your package is shipped, you will receive an email with your tracking number and link. Please allow up to 48 hours for tracking updates to appear in the system. You can also check your order status through your account page if you created one during checkout.
8. Can I change or cancel my order after placing it?
If you wish to make changes or cancel your order, please contact us as soon as possible. Once your order has been processed or shipped, we may not be able to modify it. Our team will do their best to assist where possible.
9. What if my item arrives damaged or incorrect?
We sincerely apologize for any inconvenience. Please contact our customer service team within a few days of receiving the package, providing photos of the issue and your order number. We will promptly review and provide a replacement or refund according to our Refund and Returns Policy.
10. What is your return policy?
Items can be returned within a set timeframe after delivery, provided they are unworn, unwashed, and in their original packaging. Customized or intimate items may not be eligible for return. Detailed return procedures can be found on our Refund and Returns Policy page.
11. Do you offer exchanges?
Yes, if the requested item or size is in stock. Please email our support team with your order number and exchange details. We will guide you through the process to ensure a smooth experience.
12. What payment methods are accepted?
We accept major credit and debit cards, as well as secure online payment methods shown at checkout. All transactions are encrypted to protect your personal information. We do not store or share payment details.
13. What if I don’t receive my package?
If your order appears delayed or lost in transit, please reach out to us with your order and tracking information. We will coordinate with the courier service to resolve the issue. In rare cases of confirmed loss, we will arrange a replacement or refund.
14. How do I care for my dress or outfit?
Each garment includes care instructions on its product page and tag. Most dresses are best kept by gentle hand wash or dry cleaning. Avoid excessive heat or harsh detergents to preserve fabric quality and color.
15. Is my personal data safe?
Yes. Your privacy and security are important to us. All data is processed according to our Privacy Policy, and we use SSL encryption to protect your personal information during checkout.
16. How can I contact customer support?
You can reach our support team anytime via [email protected]. Our team typically responds within 1–2 business days. We appreciate your patience and are always happy to help with order or product questions.
17. Do you offer discounts or promotions?
Yes! We occasionally offer seasonal sales and limited-time discount codes. Subscribe to our newsletter or follow our store updates to stay informed about exclusive offers and new arrivals.
18. I’m a new customer—any tips before I order?
We recommend checking the product measurements carefully, reviewing customer photos if available, and reading care instructions. If you are shopping for a special occasion, please allow sufficient time for processing and delivery to ensure your outfit arrives on time.
Still have questions? We’re here to help—reach out to [email protected] for personalized assistance. Every message is read and responded to with care by our team.