FAQ

About Us & Our Service

1. Who are we?
We are Veloria Life Hub, an online retailer focused on curated home decor, lighting, storage organizers, wallpaper and household accessories. We aim to bring stylish and practical home solutions to customers globally.

2. Where do you ship from?
All orders are dispatched from our fulfilment centre based in Hong Kong.

3. To which countries do you deliver?
We offer worldwide delivery to most countries and regions.

Payment & Security

4. What payment methods do you accept?
We accept major credit cards including Visa, Mastercard, American Express and other mainstream online payment channels.

5. Are there any hidden taxes or fees at checkout?
No extra fees are added during checkout. Any local import duties or taxes will be charged separately by customs upon arrival and borne by the receiver.

6. Is my payment information secure?
Yes. Our website uses SSL encryption and follows PCI-DSS standards to fully protect your personal and payment data.

Shipping & Delivery

7. What shipping methods do you use?
We use reliable international tracked postal and courier services for all orders.

8. How can I track my order?
Once dispatched, you will receive an email with your tracking number and tracking link.

9. How long will delivery take to Europe / North America?
Typically 12–22 working days after dispatch, subject to customs clearance.

10. How long does global delivery take for other regions?
Delivery varies greatly; most international orders arrive within 18–30 working days.

11. Can I choose express fast shipping?
Express options will be displayed at checkout if available for your destination.

Returns & Refunds

12. What is your return policy?
We support returns within 30 days after delivery. Items must remain unused, undamaged, with complete original packaging and accessories. Custom-cut wallpaper and clearance goods are non-returnable.

13. How do I start a return?
Please email our customer service: service@velorialifehub.com to obtain return instructions. Do not send items back without prior confirmation.

14. How long for refunds to be processed?
After we receive and inspect returned goods, refunds will be processed within 3–5 working days.

15. How will I receive my refund?
Funds are returned via your original payment channel. Processing time depends on your bank.

16. What if I receive defective, damaged or wrong items?
Contact us within 48 hours after receiving your parcel and attach clear photos of the issue. We will arrange replacement or full refund, covering eligible return shipping costs for our error.

Product Information

17. Is the product color exactly the same as photos?
We take real product photos. Minor color difference caused by screen brightness and lighting is normal and not regarded as product defect.

18. Are assembly instructions included for furniture/lamps?
Most lamps and storage racks come with simple assembly guides. Contact us if you require extra installation support.

19. Can wallpaper be customized to specific sizes?
We provide custom cut wallpaper service. Custom sized wallpaper is final sale and cannot be returned unless damaged on arrival.

20. Can I return custom-cut wallpaper?
No. Custom cut wallpaper is specially produced for your order and non-refundable unless the item arrives damaged or faulty due to our mistake.

21. What materials are your storage boxes and lighting made of?
We use premium PU leather, solid metal frames, high density flannel, tempered glass and qualified plastic materials for long-lasting daily use.

22. How do I confirm dimensions before ordering?
Detailed size information is shown on each product page. Please double-check measurements before placing orders.

Contact & Wholesale Orders

23. How can I contact customer service?
Email us: service@velorialifehub.com

24. Do you offer wholesale discount for bulk orders?
Yes. For orders with large quantities, send your product list and quantity to our email for a wholesale quotation.

25. I have a question not covered here.
Feel free to email our support team anytime.

General

26. What if my package is lost or stuck in transit?
Share your order number with us. We will work with logistics carriers to trace your parcel.

27. When will my order be processed?
Orders are processed within 2–4 working days after payment confirmation.

28. Can I change or cancel my order after payment?
Please email us immediately. We can only modify or cancel orders that have not yet been dispatched.

Veloria Life Hub Team