Frequently Asked Questions (FAQ)
Order & Payment
Which payment methods do you accept?
We accept all major payment methods: credit card (Visa, Mastercard, American Express), Apple Pay, Google Pay, Shop Pay, and more. Available options will be displayed at checkout.
Is my payment secure?
Yes, all payments are processed via secure, encrypted connections (SSL). We do not store complete credit card details. Payment processing is handled by certified payment service providers.
When will my payment be debited?
Payment is due and debited immediately upon completion of the order.
Can I change or cancel my order?
Please contact us as soon as possible at Info@vellorio.com. If the order has not yet been shipped, we can make changes or cancel the order.
Will I receive an invoice?
Yes, you will automatically receive an invoice via email after completing your order.
Shipping & Delivery
How long does delivery take?
Switzerland: 2-7 business days | Europe: 5-10 business days | Worldwide: 10-20 business days
Delivery times begin upon receipt of payment.
How much are the shipping costs?
Shipping costs are automatically calculated at checkout based on your destination country and order quantity. Within Switzerland, we offer free shipping for orders above a certain value.
Can I track my shipment?
Yes, after shipment you will receive an email with the tracking number, which you can use to track the status of your delivery online at any time.
Do you also deliver abroad?
Yes, we ship worldwide to over 28 countries. You can find the full list on our shipping page.
Are there any additional costs for international orders?
For deliveries outside of Switzerland, customs duties, import taxes, and fees may apply, which are the responsibility of the recipient. Please check the import regulations in your country before ordering.
What happens if I'm not at home?
The shipping provider usually leaves a notification and you can pick up the shipment at the nearest post office or arrange a new delivery date.
Returns & Exchanges
Can I return my order?
Yes, you have a 14-day right of withdrawal from the date you receive the goods. Details can be found in our cancellation policy.
How do I return an order?
Please contact us by email at Info@vellorio.com and provide your order number and the reason for the return. We will then send you further information regarding the return process.
Who bears the costs for the return shipment?
The customer bears the return shipping costs, unless the goods are faulty or were delivered incorrectly.
How long does the refund take?
After receiving and inspecting your return, we will refund the amount within 14 days to your original payment method.
Can I exchange items?
We do not offer direct exchanges. Please return the item and reorder the desired item.
Products & Gift Packaging
Do you offer gift wrapping?
Information about gift wrapping can be found on the respective product pages. For individual requests, please contact us at Info@vellorio.com.
Are the product images true to life?
We strive to present the products as realistically as possible. Please note that colors may vary slightly depending on your screen.
Can I add a gift message?
Please contact us at Info@vellorio.com before ordering if you would like to add a personal message.
Contact & Support
How can I reach you?
Email: Info@vellorio.com
Service hours: Monday to Friday, 9:00 AM - 2:00 PM (CET)
We usually respond within 24 hours.
I have a problem with my order. What should I do?
Please contact us immediately at Info@vellorio.com with your order number and a description of the problem. We will assist you as quickly as possible.
Do you have anymore questions?
If your question has not been answered here, please feel free to contact us – we will be happy to help!
As of January 2026