FAQ
FAQ
1. General Information
Q: Do you offer international shipping?
A: Yes, we offer international shipping to many countries. Please check our shipping policy. Shipping rates will be visible at checkout.
Q: Can I pay with cash upon pick-up?
A: Yes, simply select "Cash at pick-up" at checkout and ensure you make an appointment for pickup.
Q: How do I pick-up locally?
A: Orders can be picked up the next business day and pickup hours are Mon-Wed 11am-2pm and Thurs-Sat 12-3pm. Read all about how to pick-up here.
2. Products and Ingredients
Q: Are your products authentic?
A: Absolutely. We source our products directly from reputable manufacturers and authorized distributors to ensure authenticity and quality.
Q: Can I find products suitable for sensitive skin?
A: Yes, we offer a wide range of products designed for sensitive skin. Look for items labeled as hypoallergenic, fragrance-free, or specifically formulated for sensitive skin.
Q: What is the typical shelf life of your products?
A: The shelf life varies by product, but generally, skincare products have a shelf life of 1-3 years. Once opened, it's best to use them within 6-12 months for maximum effectiveness.
3. Order and Shipping
Q: Where do your products ship from?
A: All items are in stock and ready to ship from Vancouver British Columbia, Canada.
Q: How can I cancel my order or change my shipping information?
Please e-mail us you order # and request as soon as possible. Once the order is shipped it is out of our hands.
Q: How can I track my order?
A: Once your order has been shipped, you will receive a tracking number via email. You can use this number on the carrier’s website to monitor your package. Please note that it may take up to 24 hours for tracking numbers to update.
Q: What should I do if my order arrives leaking or is incorrect?
A: If you receive a leaking or incorrect order, please contact us within 2 days of receiving your package. Provide your order number and photos of the damaged or incorrect items. Keep these items as proof until an investigation with the courier has concluded.
Q: How long does it take to process an order?
A: Orders are typically processed within 1-2 business days. Shipping times vary depending on your location and the shipping method selected.
4. Returns and Refunds
Q: What is your return policy?
A: We accept returns on unopened and unused products within 30 days of purchase. Return postage is paid by the customer. Please visit our Returns & Refunds page for detailed instructions on how to return an item.
Q: How long does it take to receive a refund?
A: Once we receive your returned item, we will process your refund within 14 business days. The refund will be credited back to your original method of payment.
5. Payments and Discounts
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, MasterCard, American Express), PayPal, and Afterpay.
Q: Do you offer any discounts or promotions?
A: Yes, we frequently offer discounts and promotions. Follow our instagram for flash discount codes and sign up for our newsletter to stay updated on the latest deals and exclusive offers.
For further questions please reach out to us via email at velybeauty@hotmail.com
For further questions please reach out to us via email at velybeauty@hotmail.com