FAQ
Frequently Asked Questions
General
Do you offer international shipping?
Yes, we offer international shipping to select destinations. Shipping availability and rates will be calculated at checkout based on your location. For additional details, please review our Shipping & Delivery page.
How does local pickup work?
Complimentary local pickup is available in Vancouver.
When will my order be ready?
Orders are typically ready the next business day. You will receive a confirmation email once your order is ready. Please bring this confirmation when collecting your order.
Pickup hours
- Tuesday–Wednesday: 11:00 AM – 2:00 PM
- Thursday–Saturday: 12:00 PM – 3:00 PM
Products & Ingredients
Are your products authentic?
Always. We source directly from reputable manufacturers and authorized distributors to ensure every item is genuine, fresh, and carefully handled.
Do you carry products suitable for sensitive skin?
Yes. We thoughtfully curate formulas suitable for delicate and sensitive skin types. We recommend looking for products described as fragrance-free, low-irritation, or barrier-supportive. If you’re unsure, we’re happy to provide guidance.
What is the shelf life of your products?
Most skincare products have a shelf life of 1–3 years when unopened. Once opened, we recommend using them within 6–12 months for optimal freshness and efficacy. Please refer to individual packaging for specific PAO (Period After Opening) guidance.
Orders & Shipping
Where do orders ship from?
All orders are fulfilled from Vancouver, British Columbia, Canada. Every parcel is carefully prepared before dispatch.
How long does it take to process an order?
Orders are typically processed within 1–2 business days. Delivery timelines vary based on destination and shipping method selected.
How can I track my order?
Once your order has shipped, you will receive a tracking number via email. Tracking details may take up to 24 hours to update after dispatch.
Can I modify or cancel my order?
If you need to update your shipping information or request a cancellation, please email us with your order number as soon as possible. Once an order has been dispatched, we are unable to make changes.
What if my order arrives damaged or incorrect?
If you receive an item that is leaking, damaged, or incorrect, please contact us within 48 hours of delivery. Include your order number and clear photos of the item and packaging. Kindly retain all materials while we review the claim with the carrier.
Returns & Refunds
What is your return policy?
We accept returns on unopened, unused items within 30 days of purchase. Return shipping costs are the responsibility of the customer. For full instructions, please visit our Returns & Refunds page.
When will I receive my refund?
Once your return has been received and inspected, refunds are processed within 14 business days. Funds will be returned to your original method of payment.
Payments & Offers
What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, and Afterpay.
Do you offer promotions?
From time to time, we extend private offers and curated events to our community. We invite you to join our newsletter or follow us on Instagram for early access and exclusive updates.
For any additional inquiries, please contact us at info@velybeautyshop.ca We are always pleased to assist.