Frequently asked questions - velavape
Payment & billing
What payment methods are available? We accept various payment methods: credit cards, PayPal, iDEAL and SEPA transfers.
What to do in the event of payment difficulties? First check that your credit card details are correct, make sure that you have sufficient funds or check whether there are any problems with the payment provider.
How do I receive an invoice? Invoices can be requested during the purchase process and are then sent by e-mail.
Is cash payment possible on delivery? No, we only offer digital payment methods.
How do I use vouchers or discount codes? These can be entered and redeemed at the end of the order process.
How secure are my payment details? We use state-of-the-art encryption technology and PCI-compliant payment systems for maximum security.
When will I receive my order confirmation? Immediately after successful payment, a confirmation e-mail will be sent automatically.
How do I apply for a refund? Please contact our customer service with your order information.
Where can I find my previous orders? You can view your entire order history via your customer account login.
Delivery & Shipping
Which countries do you ship to duty-free? The following destinations receive duty paid deliveries (DDP): USA, United Kingdom, European countries, UAE (Dubai), South Africa, Vietnam and West Malaysia.
How long does shipping to Europe take? We deliver to 24 European countries with a delivery time of 8-13 days via our partners UPS, DPD and DHL from Germany.
What are the delivery times for other regions? The shipping time varies depending on the destination country: 3-5 days to Vietnam up to 15-25 days to South Africa.
How are the shipping costs calculated? The costs depend on the weight of the parcel, the delivery address and the selected shipping method.
Can I track my consignment? Yes, you will receive tracking information via your customer account and e-mail notifications.
Are there any additional customs duties? Generally not, with the exception of Canada and Denmark.
How long does the entire process take? Allow 1-5 days for warehouse processing plus 7-15 days for transport.
Security & data protection
How secure is your website? Our platform uses comprehensive data encryption, firewalls and is continuously checked for security.
How do you handle my personal data? We adhere to strict data protection regulations - your data will never be sold or passed on to third parties.
Is my payment processing protected? Yes, we use a PCI-compliant system for all payment transactions.
What password recommendations do you have? Use complex passwords with a combination of letters, numbers and special characters.
How do I recognise the genuine velavape website? Always check the URL and the SSL certificate of our website.
What to do in case of suspicious activity? Contact our customer service immediately if you notice anything unusual.
How do you protect against phishing attacks? We have implemented comprehensive protective measures against fraudulent websites and e-mails.
Return & Cancellation
Can I still change my order? Yes, changes are possible until 23:00 PDT on the day of ordering via info@velavape.com.
How long do I have the right of return? You have 15 days from receipt of the goods to return them.
What conditions apply to returns? Items must be unused and unworn, with all tags attached and in the original packaging. Proof of purchase is required.
How does the return process work? Contact info@velavape.com for a return authorisation and return address.
What happens in the event of unauthorised returns? Items that are returned without prior authorisation cannot be accepted.