FAQ
Frequently Asked Questions
Ordering
How do I know my order went through?
You'll get a confirmation email within a few minutes of ordering. If it hasn't arrived, check your spam folder before contacting us — that's where it usually is.
Can I change or cancel my order?
Email us within 12 hours of ordering. If the parcel hasn't been dispatched, we'll change or cancel it for you.
Which payment methods do you accept?
We currently accept PayPal at checkout, which includes PayPal's buyer protection. In most countries you can also pay by card through PayPal's guest checkout, without needing a PayPal account. Your payment details are handled entirely by PayPal — we never see or store them.
Shipping
Is shipping really free?
Yes. Free worldwide shipping on every order, with no minimum spend.
How long will my order take?
Orders are dispatched in 1–3 business days. Delivery is typically 6–14 business days in Europe and 8–15 business days in the US and Canada. Full details are on our shipping page.
My tracking hasn't updated in days. Is something wrong?
Usually not. Tracking can go quiet for several days while a parcel is in transit between countries. If there's been no movement for more than 10 days, let us know and we'll investigate.
Why did my order arrive in separate parcels?
Items are sometimes dispatched from different locations. You're never charged extra, and the rest of your order is on its way.
Will I have to pay customs or import duties?
Orders shipped outside the EU may attract import charges set by your local customs authority. These aren't included in your order total.
Returns
What's your returns policy?
You have 30 days from delivery to return an item for a refund. See our returns page for the full details.
What if my item arrives damaged?
Email us within 14 days with your order number and a photo. We'll send a free replacement or refund you in full, including return postage.
Products
Do your products come with a warranty?
All Velusure products are covered against manufacturing defects. If something fails in normal use, contact us and we'll put it right.
What plug type do electrical products use?
Most of our electrical products are USB-rechargeable, so they work anywhere. Where a specific plug or standard applies, you can choose it on the product page.
Do you restock sold-out items?
Usually, yes. Email us and we'll tell you when a product is due back.
Contact
How do I reach a human?
Use our contact page. We answer every message, usually within one working day.