Veloura-Care Help

Use this page to find answers to any questions you have about Veloura-Care's customer service

From placing and tracking your order to returning an item, we’ve got you covered. If you can’t find what you’re looking for here, please contact us.

FAQ About Delivery

What are the shipping costs and delivery methods?

To ensure consumer privacy within the UAE, Veloura-Care utilizes discreet packaging. We employ a specialized delivery service, offering free shipping on all orders delivered within our coverage area in the UAE. Payment is accepted via Cash on Delivery. For specific delivery coverage details, please click here to view our Delivery Policy.

Which countries does your delivery service cover?

To better serve our customers, we currently focus exclusively on providing services to consumers located within the UAE. For specific delivery coverage details, please click here to view our Delivery Policy.

Does your packaging ensure privacy?

Yes, we use discreet packaging to safeguard your privacy. The exterior of the package displays no product information whatsoever, ensuring that only you know what is inside. For more details, please click here to learn about our Discreet Packaging.

What should I do if I am not home when my order is delivered?

On the day of delivery, prior to the actual drop-off, the courier will send you a text message via WhatsApp (please ensure you provide a correct and frequently used WhatsApp number when placing your order). Upon receiving this message, please reply promptly to the courier via WhatsApp (confirming details such as the delivery time and providing your delivery address via a Google Maps link). This is the most effective way to ensure you receive your order quickly. Our standard delivery window is typically between 4:00 PM and 10:00 PM; please arrange a delivery time that falls within this timeframe.

What should I do if I send a message to the courier but receive no reply?

Our couriers deliver up to 100 packages daily. Therefore, once you have replied to the courier's WhatsApp message with the necessary delivery details (such as your delivery address via a Google Maps link), please simply wait patiently. Customers who have successfully responded to the delivery notification can expect to receive their packages between 4:00 PM and 10:00 PM on the same day.

Can I track the status of my order?

Yes, you can. Orders are typically dispatched from our warehouse within 24 hours of being placed, and you should receive your products within 1 to 5 days. For specific details, please refer to our Shipping Policy. If you encounter any issues that cannot be resolved via the policy, please contact us for assistance.

What should I do if I haven't received my package after 3 to 5 days?

If you encounter this situation, please contact our 24/7 online Customer Service team for assistance.

FAQ About Privacy and Security

Is it safe to order products on the Veloura-Care website?

Absolutely. You can read more about how we ensure the security of the Veloura-Care website here.

What is your Privacy Policy?

It is a lengthy document, but our Privacy Policy explains how we use your personal data and the measures we take to safeguard its security.

FAQ About Orders and Payments

What payment methods are available?

In the UAE, we support Cash on Delivery (COD)—the payment method that offers you the greatest peace of mind.

How do I cancel an order?

Please contact us within 5 hours of submitting your order to process the cancellation.

Email or Live Chat

Can't find what you need on this page? Then please contact us and we will be more than happy to help. We aim to reply to all messages as quickly as possible but please bear with us during busy times.

Get in touch