FAQs
Thank you for choosing Veloona. We’re honored to be part of your home and wellness journey. 🌿
1. How long will my order take to process?
We carefully pack and process every order within 1–3 business days, excluding weekends and public holidays. During festive or peak seasons, processing may take up to 5 business days.
2. How long is the shipping time within Malaysia?
Our parcels are shipped via trusted local couriers. Delivery usually takes 1–5 business days, depending on your location.
3. Can I change or cancel my order?
If you need to change your order or shipping address, please contact us as soon as possible at veloonaofficial@gmail.com. We’ll do our best to assist, but once your order has shipped, changes are no longer possible.
4. Can I return or exchange my order?
Yes, returns are accepted within 30 days of purchase. Items must be in their original condition. Please contact us before returning any items to obtain a Return # and instructions. See our Return & Refund Policy.
5. Do you ship internationally?
Currently, we deliver within Malaysia only. For international shipping inquiries, please email veloonaofficial@gmail.com.
6. What should I do if my parcel is delayed or missing?
- Check your tracking number from the shipping confirmation email.
- Contact the courier directly for updates.
- If unresolved, email us with your order number for assistance.
7. What should I do if I receive a damaged or defective product?
Email us within 48 hours of receipt with your order number and photos/videos of the damaged item and packaging. We’ll arrange a replacement or refund promptly.
8. Can I use multiple discounts or vouchers in one order?
No, only one promo code or voucher can be used per order unless otherwise stated.
9. Do you offer gift wrapping or personalized messages?
Yes! Selected Veloona gift sets come with elegant wrapping. Add your message in the “Order Notes” section during checkout.
10. How do I join Veloona’s VIP or Rewards Program?
Create an account to join our Veloona Rewards Program. Earn points for every purchase and redeem rewards. Learn more here.
11. What types of payment do you accept?
- Credit/Debit Cards (Visa, Mastercard)
- FPX Online Banking (Maybank2u, CIMB Clicks, etc.)
- eWallets (Touch ‘n Go, GrabPay, Boost, ShopeePay)
12. How do I contact Veloona?
📩 Email:veloonaofficial@gmail.com
📍 Address: No 6, Jalan Kempas 6, 84200 Bukit Bakri, Muar, Johor, Malaysia
📞 Phone: +6018-2011768
🕐 Business Hours: Monday–Friday, 9AM–6PM
