Frequently Asked Questions

Welcome to the VelQono FAQ.

Find answers to common questions about placing an order, payments, shipping, returns, sizing and product care.

If you cannot find the information you need, please contact our customer service team.

Orders

How do I place an order?

Choose the product you would like to purchase, select the correct size and color, and add it to your cart.

When you are ready, proceed to checkout and enter your contact, delivery and payment information. Review the details carefully before completing your order.

How do I know if my order was successful?

An order confirmation should be sent to the email address provided during checkout.

If you cannot find it, check your spam or junk folder. You should also confirm that the email address entered at checkout was correct.

If you still cannot locate the confirmation, contact us with your full name and relevant order details.

Can I change or cancel my order?

We will review your request, but changes cannot be guaranteed once an order has entered processing or been prepared for shipment.

Can I change my delivery address?

Contact customer service immediately if the delivery address is incorrect.

We may be able to update it before the order is processed. Once the parcel has been shipped, changing the address may no longer be possible.

What should I do if an item is out of stock?

Product availability is shown on each product page.

If your preferred size or color is unavailable, check the page again later or use the restock notification option if one is available.

You can also contact us to ask whether a restock is planned.

Why was my order cancelled?

An order may occasionally be cancelled because of product availability, payment verification or incorrect checkout information.

If this happens, review the email sent regarding the cancellation or contact customer service for more information.

Payments and Discounts

Which payment methods does VelQono accept?

The available payment methods are displayed during checkout.

Options may vary depending on your country, currency and the device used to place the order.

When will I be charged?

The timing of the charge depends on the payment method selected at checkout.

Any relevant payment information will be shown before you confirm your purchase.

Why is my payment not working?

First, check that your payment information and billing address have been entered correctly.

You may also need to confirm that:

The card has not expired
Sufficient funds are available
Online or international payments are enabled
Your bank has not blocked the transaction

If the problem continues, contact your bank or try another available payment method.

How do I use a discount code?

Enter the discount code in the designated field during checkout and apply it before completing your order.

Make sure the code is entered exactly as provided. Discount codes may have expiration dates, minimum order values or product restrictions.

Can I use more than one discount code?

The conditions for each promotion will state whether it can be combined with another offer.

If multiple codes cannot be applied at checkout, select the one that provides the best value for your order.

Are taxes included in the price?

Applicable taxes and the final order total will be displayed during checkout.

The amount may vary depending on your delivery destination and local requirements.

Shipping and Delivery

Where does VelQono ship?

The countries and regions currently available for delivery are shown during checkout.

If your destination does not appear, shipping may not currently be available to that location.

How much does shipping cost?

Shipping costs depend on the destination, delivery method and order value.

The available options and final shipping cost will be displayed before you complete your purchase.

How long will delivery take?

Estimated delivery times are shown during checkout or on the VelQono Shipping Information page.

Delivery times can vary depending on the destination, carrier, customs processing and periods of high demand.

How can I track my order?

When tracking is available, you will receive a shipping confirmation containing a tracking link or number.

It may take some time for the carrier to register the first tracking update after the parcel has been shipped.

Why has my tracking information not updated?

Tracking information does not always update immediately.

Allow some time for the carrier to scan and process the parcel. If there has been no update for an unusually long period, contact the carrier or VelQono customer service.

What should I do if my order is delayed?

Check the tracking information for the latest update.

If the expected delivery period has passed and no useful information is available, contact us with your order number. We will help you review the shipment.

Will my order arrive in more than one package?

Some orders may be divided into separate shipments.

If this happens, you may receive more than one shipping confirmation or tracking number.

Will I need to pay customs duties?

International orders may be subject to local taxes, customs duties or import fees.

Any available information about these charges should be reviewed during checkout and on the Shipping Information page before placing an order.

Returns, Exchanges and Refunds

How do I return an item?

Review the VelQono Returns and Refunds page before sending anything back.

It will explain the applicable return period, product condition requirements and return instructions.

Do not send a product to an address that has not been confirmed as the correct return destination.

Which items can be returned?

Return eligibility depends on the product, its condition and the applicable return terms.

Review the Returns and Refunds page for complete information. Some products or promotional items may be subject to different conditions.

Can I exchange an item?

Exchange availability depends on stock and the current return process.

In some cases, you may need to return the original item and place a new order for the preferred size or color.

How long does a refund take?

After an approved return has been received and inspected, the refund will be processed according to the VelQono refund policy.

Your bank or payment provider may require additional time before the amount appears in your account.

Will shipping costs be refunded?

This depends on the reason for the return and the applicable return conditions.

Review the Returns and Refunds page or contact customer service for information about your specific order.

What should I do if I receive a damaged or incorrect item?

Include:

Your order number
The name of the affected item
A description of the problem
Clear photographs of the item and packaging

Keep the product and its packaging until the customer service team has reviewed your case.

Sizing and Fit

How do I choose the right size?

Use the VelQono Size Guide and compare its measurements with a similar garment that already fits you well.

Do not rely only on the size label, as measurements and fits may differ between products.

What should I do if I am between sizes?

Consider how you prefer the garment to fit.

Choose the smaller size for a closer fit or the larger size for a more relaxed silhouette. Always check the measurements and fit notes on the product page first.

Are all VelQono products sized the same way?

Sizing and fit can vary between products and silhouettes.

Review the individual product measurements and description before selecting a size.

How should a sweatshirt fit?

A regular-fit sweatshirt should provide comfortable room through the chest and body without looking excessively loose.

The cuffs should reach your wrists, while the hem should generally finish around your hips.

An oversized sweatshirt may have dropped shoulders, additional width and a longer silhouette by design.

Can VelQono help me choose a size?

You are welcome to contact customer service for additional product information.

Include the product name, your usual size and any relevant measurements. Recommendations can be helpful, but the final choice depends on your preferred fit.

Products and Care

Where can I find information about materials?

Material information should be available in the description on each product page.

Review it before purchasing if you have specific fabric preferences, sensitivities or care requirements.

How should I wash my VelQono clothing?

Always follow the instructions on the garment’s care label.

Unless otherwise stated, washing at a lower temperature, using a gentle cycle and avoiding excessive heat can help preserve the garment’s fit, color and surface.

Can product colors look different in person?

We aim to present colors as accurately as possible.

However, the appearance of a color may vary depending on screen settings, lighting and the device used to view the product.

How can I make my clothing last longer?

Follow the care label and avoid washing garments more frequently than necessary.

Wash similar colors together, treat stains carefully and use high heat only when recommended. Heavy sweatshirts and knitwear are often better folded than stored on hangers.