FAQ
Here are some of our most common questions. If you can't find your answer here, please contact us!
1. SHIPPING & DELIVERY
What is the total delivery time?
Total delivery time = processing time + shipping time
Most orders arrive within 3–8 business days after being placed. You’ll receive tracking details in your confirmation email once shipped.
What is your processing time?
All orders are processed within 2–3 business days. Orders placed after our cut-off time (12:00 AM GMT) will begin processing the next business day.
What is your shipping time?
Once processed, delivery takes approximately 2–5 business days across the United Kingdom.
Which courier do you use?
We partner with Royal Mail to ensure safe and reliable delivery throughout the United Kingdom.
How can I track my order?
Once your order ships, you’ll receive a tracking number by email. You can track your parcel on our Track My Order page.
Can I change my delivery address?
We cannot change the delivery address once the order has been dispatched.
If you’d like to update your shipping address, please contact us within 24 hours of placing your order at info@velinamoda.com or call us at +31 6 10 94 53 91.
What if my item is out of stock?
If any product in your order is out of stock, we’ll notify you by email. If restocking takes longer than two weeks, we’ll issue a full refund automatically.
What if my order is damaged or incorrect?
If your order arrives damaged or incorrect, please email info@velinamoda.com immediately. We’ll provide a prepaid return label and send a replacement or issue a full refund.
2. RETURN & REFUNDS
What is your return policy?
You can return items within 30 days of receiving your order.
What are the requirements for a return?
Your product must meet the following conditions to qualify for a return:
- Be in good condition (new or slightly used)
- Be returned in its original packaging
- Show no signs of excessive wear, damage, or missing parts (unless caused by our error)
- Be returned within 30 days of delivery
What are valid reasons for a return?
- Size issue
- Fit issue
- Received incorrect product
- Damaged item
How do I start a return?
If you’d like to return an item, please follow these steps:
- Download and print our Return Form (You may replace this with Velina Moda’s version later).
- Fill it out and include it in your return package.
- Send your return to:
Verdier E-commerce
Mozartlaan 5
2742 BK Waddinxveen
Netherlands - Use a trackable shipping method.
- Once shipped, email your tracking code to info@velinamoda.com.
Who pays for return shipping?
- Defective or incorrect items: We cover the return shipping cost.
- Voluntary returns or exchanges: Customers are responsible for the return postage to the Netherlands.
Do you charge a restocking fee?
No — we never charge restocking fees.
When will I get my refund?
- We’ll notify you once your return is received and inspected.
- Approved refunds are processed within 5 business days to your original payment method.
- Your bank or card provider may take extra time to display the refund.
My refund seems delayed. What should I do?
If your refund hasn’t arrived after 10 business days, please check with your bank or card provider. Still waiting? Email us at info@velinamoda.com — we’ll respond within 24 hours.
3. GENERAL & PRODUCT SUPPORT
How fast can you answer my question?
We reply to all messages and emails in the order we receive them and aim to respond within 24 hours.
Contact Information
Email: info@velinamoda.com
Telephone: +31 6 10 94 53 91
Company Name: Verdier E-commerce
Business Name: Velina Moda
Business Hours
Monday–Friday: 8:00 AM–6:00 PM GMT
Saturday–Sunday: Closed
Public Holidays: Closed