Shipping and delivery

Where do you ship?

We currently ship throughout the United States.

How long does shipping take?

Orders are typically processed within 2–3 business days, Monday to Friday, excluding weekends and public holidays.

After dispatch, delivery usually takes 4–9 business days.

The estimated total delivery time is 6–12 business days.

Please note that delivery times are estimates and may vary depending on your location, weather conditions, carrier delays, or high order volumes.

Do you offer free shipping?

Yes. We offer free standard shipping on all orders within the United States.

Can I track my order?

Yes. Once your order has been shipped, you will receive a confirmation email with tracking information.

If you have not received tracking details, please contact us at info@vela-vale.com.

What if my package is delayed?

While we do our best to ensure timely delivery, delays may occasionally occur due to shipping carriers, weather conditions, or seasonal demand. If your order is significantly delayed, please contact us and we’ll be happy to assist.

What if my package is lost or damaged?

If your package arrives damaged or appears to be lost in transit, please contact us immediately at info@vela-vale.com with your order number and, if applicable, photos of the issue.

We will investigate the matter with the shipping carrier and work toward a suitable solution.

Returns and refunds

What is your return policy?

We offer a 30-day return policy. You may request a return within 30 days after receiving your item.

To be eligible for a return, items must be unworn, unused, with tags, and in their original packaging. Proof of purchase is also required.

How do I start a return?

To start a return, please contact us at info@vela-vale.com.

If your return is approved, we will provide instructions on how and where to send your package.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

We do not charge any restocking fees for returns.

Do you offer exchanges?

We do not offer direct exchanges.

If you would like a different item, we recommend returning the original item (if eligible) and placing a new order.

How long do refunds take?

Once your return has been received and inspected, approved refunds are processed to your original payment method within 10 business days.

Please note that banks and payment providers may require additional time to complete the refund process.

Can sale items be returned?

Sale items may only be returned if they are faulty or defective.

Which items cannot be returned?

For hygiene and safety reasons, certain items cannot be returned, including:

• Underwear
• Swimwear without hygiene seals
• Personalised or custom-made items
• Gift cards

Orders and payments

What payment methods do you accept?

We currently accept:

• American Express
• Visa
• Mastercard
• Apple Pay
• Google Pay
• Maestro

All prices are listed in USD unless stated otherwise.

Can I change or cancel my order?

Please contact us as soon as possible after placing your order.

Once an order has entered processing, we may no longer be able to modify or cancel it.

I entered the wrong shipping address. What should I do?

If you entered an incorrect shipping address, contact us immediately at info@vela-vale.com.

We will do our best to update your order before it ships.

Why didn’t I receive a confirmation email?

Please check your spam, junk, or promotions folder first.

If you still cannot find your confirmation email, contact us at info@vela-vale.com and we will assist you.

Products

Are your products true to size?

Most of our products fit true to size unless stated otherwise on the product page.

We recommend checking the size guide before placing your order.

Will sold out items be restocked?

Some popular items may be restocked, depending on availability and demand. Availability can change regularly.

Contact Information

Customer service hours (EST):
Monday to Friday: 09:00 AM – 05:00 PM
Saturday and Sunday: Closed

We aim to respond to your inquiries within 24 hours.

Email: info@vela-vale.com
Phone number: +15733045409

Business Information

Store name: Vela Vale
Company name: JWK E-com
Warehouse address: 978 Francis Mine, Nevada City, California, 95959, United States
Company address: Hertogstraat 10, 2405 ZH, Alphen aan den Rijn, The Netherlands
Company Number: 91469457