FAQ
Which countries do you ship to and what are the shipping costs?
We currently deliver to the United Kingdom only (England, Scotland, Wales and Northern Ireland). Tracked delivery is free on all UK orders, with no hidden charges.
How long does it take to process and deliver orders?
Order processing takes 1 to 2 business days (Monday to Friday, cut-off 5:00 pm UK time). Delivery takes 5 to 7 business days after dispatch, so most orders arrive within 7 to 9 business days of being placed.
How can I track my order?
Once your order has been dispatched, you will receive an email with your tracking number. Please allow up to 24 hours for the tracking link to become active. You can follow your parcel through the carrier's tracking portal, or contact us at support@vellora-official.com for help.
Can I modify or cancel my order after it has been placed?
Yes. Orders can be modified or cancelled free of charge at any time before dispatch, for a full refund. Contact our customer service at support@vellora-official.com as soon as possible.
What is the 90-Day Satisfaction Guarantee?
If you are not satisfied with your purchase for any reason, you can return it within 90 days of delivery for a full refund of the product price — even if the product has been opened and used. Gift cards are the only exception. Your statutory rights are not affected. Full details are in our Return and Refund Policy.
How do I start a return?
Email support@vellora-official.com with your order number. We will reply within 1 to 2 business days with your return authorisation and the return address. Return postage is paid by the customer, except for faulty, damaged or incorrect items, where we cover the cost.
How long does it take to process a refund?
Refunds are issued to your original payment method within 10 business days of receiving your return. Depending on your bank, it may take a further 3 to 5 business days for the funds to appear on your statement.
What should I do if I receive a damaged or incorrect item?
Please contact us within 48 hours of delivery at support@vellora-official.com with a description and photos. We will send a replacement or issue a full refund, and we will cover any return costs.
Which payment methods do you accept and how are transactions secured?
We accept:
- Visa
- Mastercard
- American Express
- Discover
- PayPal
- Google Pay
- Apple Pay
All transactions are protected with SSL encryption from your browser to the payment provider. We never see or store your full card number.
How do I use GenciVie?
Full usage instructions are included with every order and on the product page. If you have any questions about your routine, our support team is happy to help at support@vellora-official.com.
Do I need an account to place an order?
No, you can check out as a guest. Creating an account simply makes future orders faster and lets you view your order history.
How can I reach customer service?
Email us at support@vellora-official.com, use our contact form, or call +44 7400 753792, Monday to Friday, 9:00 am to 5:00 pm (UK time). We aim to answer every enquiry within 24 to 48 hours on business days.