Frequently Asked Questions (FAQ)
ACCOUNT & MEMBERSHIP
How can I create an account?
You can easily create a free account by clicking on the “Sign In / Register” button at the top right or bottom of our website and filling out the registration form. Once registered, you can start shopping quickly and securely.
Why should I become a member?
To place orders, track the status of your purchases, stay updated on our latest campaigns, and benefit from special offers tailored just for you, we recommend becoming a member.
Can I shop without creating an account?
Yes, you can shop on velorist.com without creating an account. However, for better order tracking and customer support, we recommend signing up.
I forgot my password. What should I do?
If you forget your password, simply click the “Forgot Password” link on the login page and follow the instructions provided.
SHOPPING & ORDERS
Is it safe to make a payment?
Shopping on Velorist Online Shop is completely secure. You can pay using your credit card, debit card, or choose the cash-on-delivery option.
Thanks to SSL (Secure Socket Layer) technology, your credit card information is encrypted and securely transmitted to your bank. No one, including Velorist, can access or view your card details. Your card information remains strictly between you and your bank.
How can I make a payment?
You can pay for your orders using credit or debit cards.
Can I place an order with cash on delivery?
At the moment, we do not accept cash-on-delivery. Payments can only be made online via credit card or bank transfer.
How will I know if my order is confirmed?
Once your order is confirmed, you will receive a confirmation email to your registered email address. You can also track the status of your order in the “My Account” section by logging into the Velorist Online Shop.
Can I make changes to my order?
If your order has already been shipped, changes are not possible due to international shipping regulations. However, if your order has not yet been shipped, you can contact us via WhatsApp, and we will do our best to accommodate any changes, if possible.
How long will it take to receive my order?
Orders are usually shipped within 5 – 7 business days. This time may vary during promotional or high-demand periods.
How can I cancel my order?
If you wish to cancel your order right after placing it, simply contact our customer service or reach out via our WhatsApp support line.
If your order has already been shipped, you can cancel it by returning the products after delivery.
SHIPPING & DELIVERY
Which courier companies do you use?
Since the products purchased from the Online Shop are shipped internationally, the courier companies we work with may change regularly.
What are your shipping costs?
For orders under 300 USD, a fixed shipping fee of 5 USD applies. Orders over 300 USD are shipped free of charge to Europe.
Which countries do you ship to?
We strive to offer shipping to all countries.
How can I track my order?
You can track your order by logging into your account on the Online Shop and checking the ‘My Account / My Orders’ section, or by clicking on the order tracking button located at the bottom of the page.
Has my order been shipped?
Once your order has been shipped, you will receive a notification email with the tracking number sent to the email address registered in our system.
What should I do if my order is missing, incorrect, or damaged?
If you receive a missing, incorrect, or damaged order, please contact our Customer Support via our Live Chat at +905349542653 during business hours (9:00 AM – 6:00 PM, Monday to Friday). Our representative will assist you in resolving the issue.
RETURNS & REFUNDS
How can I return a product I purchased from the Online Shop?
To initiate a return, go to the “My Orders” page, select the order you wish to return, and click the “Request Return” button.
Then select the item(s) you want to return and the reason for the return, and click “Request Return” again.
After submitting your return request, please follow the steps below to complete the return process:
On the bottom front side of your invoice, write your full name, the date, and your signature.
Repackage the item(s) with all original accessories.
Send the package to the return address provided on the invoice using any courier service of your choice.
(Please note: Return shipping costs are not covered by us.)
📌 Important Notes:
The return period is 15 days from the delivery date.
Due to hygiene standards, returns are not accepted for swimwear (bikinis, swimsuits), hair accessories, masks, or bodysuits.
If you return items purchased as part of a promotion, the terms of the promotion may be affected.
For example, if you take advantage of a “Buy 2, Get 1 Free” offer and return one item, the promotion becomes invalid, and the remaining items will be recalculated at full price.
If the campaign has ended, the return will be processed based on the promotional price at the time of purchase.
📩 If you have any questions about the return process, feel free to email us at contact@velorist.com or contact our customer support team via our call center or WhatsApp line.
When will I receive my refund?
Once your returned items reach our warehouse, they are checked to ensure they comply with our return policy.
If approved, the refund will be processed and forwarded to your bank within 1–5 business days of receiving the return.
You will receive a notification email once your refund has been processed on our end.
After that, depending on your bank’s procedures, the refund may take 3–14 business days to appear in your account.