Honest answersto the questions that matter.

Orders with a merchandise subtotal of $70 or more (before any discount codes) ship free. Orders under $70 carry a flat $4.99 shipping charge, shown at checkout before you pay. Kosmos members, subscription renewals, and rewards redemptions always ship free with no minimum.

Orders are prepared and handed to the carrier within 1 to 3 days of purchase; orders placed after 2:00 PM Pacific count from the next day. You get a confirmation email at checkout and a second email with tracking once the carrier accepts the parcel. Carrier scans can take a day or two to update after the first scan, especially around weekends and holidays.

Within the United States, carrier transit takes 3 to 7 days once your order ships, so most orders arrive within 4 to 10 days of purchase. Your shipping email includes live tracking the whole way.

Your shipping confirmation email includes a secure link to your order status and tracking. That link stays valid for 30 days and does not require an account. If you cannot find the email, check spam, then message help@velourahq.com with the address you used at checkout and we will resend it.

We currently ship to addresses in the United States. If your delivery address is outside the U.S., email help@velourahq.com before you order so we can confirm what is possible.

Email help@velourahq.com as soon as possible with your order number and the correct address. We can update it before the carrier picks up the parcel. Once the parcel is with the carrier we usually cannot redirect it, so speed matters.

Please allow up to 7 business days for tracking to update after the first scan. If nothing has moved by then, or if your order has not arrived within 20 business days of the shipping confirmation, email help@velourahq.com with your order number and we will send a replacement or refund you in full. You will not be left chasing the carrier alone.

Keep the packaging, photograph the box and the product, and email help@velourahq.com within 7 days of delivery with your order number. We will replace the item or refund it, usually within one business day.

Every product page lists its complete ingredient deck, exactly how to use it, and what to expect week by week. Start on the shop page and open the formula you are considering.

Our formulas are designed to be low-friction: no fragrance for the sake of it, no dyes, no drying alcohols. That said, sensitivity is personal. Check the ingredient list on the product page against anything you already know irritates you, and consider patch-testing on the inside of your forearm for two nights before applying to your face.

Please share the ingredient deck with your doctor or midwife before you start. Certain active ingredients (retinoids, salicylic acid at treatment strength) are commonly avoided during pregnancy; your clinician is the right person to sign off on your specific routine.

It depends on the formula and the concern. Hydration and comfort claims usually show within days. Texture, tone, and firmness claims are honest four to twelve week timelines. Each product page states its own timeline in plain English, and our 30-day guarantee covers you through the first month regardless.

Yes. The five formulas were designed to layer together in one ritual (cleanse, treat, moisturize, protect). Compatibility notes on each product page tell you the order and whether to use morning, evening, or both. If you want a routine tailored to your skin, take the skin quiz.

If a Veloura product is not right for you, email help@velourahq.com within 30 days of delivery with your order number and we will refund it. This applies even if you have opened and used the bottle. Skincare only works if you actually try it, so we would rather you use it properly than keep the seal on just in case.

Usually no. We do not require you to ship anything back unless we specifically ask. If we do request a return of unopened items, we send instructions and cover reasonable return costs.

Refunds are issued to the original payment method through Stripe and typically appear within 5 to 10 business days of being processed. If it has been longer than that, message us and we will chase it with the payment provider on your behalf.

Yes. Bundles are covered by the same 30-day guarantee. If only part of a bundle is a problem for you, we may offer a proportional refund or replacement, whichever resolves it best.

Email help@velourahq.com within 7 days of delivery with a photo of the parcel and your order number. We will send the missing item or refund it. Claims made promptly with photos are almost always resolved within one business day.

WELCOME10 gives 10% off your first order. Enter it in the discount field at checkout and the total updates before you pay. It works on any product, including bundles, and stacks with our free-shipping threshold at $70 and above.

Only one discount code can be applied per order. Kosmos member pricing is applied automatically to eligible items and does not require a code.

All major credit and debit cards, plus Apple Pay, Google Pay, and Link. Payments are processed by Stripe. If your card is declined at checkout, Stripe will show a short reason (insufficient funds, address mismatch, expired card, or a bank-side security check) so you know what to fix.

Yes. Card details are entered directly into Stripe's payment form. They never touch Veloura systems and we cannot see your card number. We only store a token for optional post-purchase offers, and only if you consent by adding the offer at checkout.

Applicable sales tax is calculated at checkout based on your delivery address and shown as a separate line before you pay. There are no hidden charges added afterward.

Kosmos is our $28.99 per month membership. It unlocks member pricing on our single-bottle formulas, free shipping with no minimum on every order, and one product credit per billing cycle that you can save up (up to three at a time) and redeem for a free product. Full details are on the Kosmos page.

You earn one credit each month while your membership is active, up to a bank of three at once. Credits redeem for a free single-bottle formula: pick one from the shop, and at checkout the price drops to $0 and shipping is free. Bundles are not credit-eligible; member pricing applies to bundles instead.

Yes, anytime. Open your latest order email, tap the manage-subscription link, and cancel from the Stripe billing portal. You will not be billed again after the current period. If you cancel within 7 days of a monthly charge and have not redeemed a credit or used member pricing since that charge, email help@velourahq.com and we will refund that month.

Any credits still in your account expire at the end of your current billing period. If you have credits banked, use them before you cancel so nothing goes to waste.

No. Kosmos is completely optional. All formulas and bundles are available at their regular price without a membership.

You earn points on every completed order and by writing a verified review after your product arrives (+25 points per review). Kosmos members earn at a Pearl (1.5x) or Velvet (2x) multiplier on purchase points. Reviews stay at the flat 25 regardless of tier. See the rewards page for the current earn and redeem menu.

Open the rewards page from the account you used to place the qualifying orders. Pick a reward and we email a single-use VLR- code back to that address. Enter it at checkout like any discount code. Free-product rewards check out at $0 with free shipping.

Once your order is delivered you receive an email invitation to review the products you actually bought. The link is tied to that order, so only real customers can post reviews. We do not display fabricated ratings or ratings-out-of-five when a product has no verified reviews yet.

Reviews come in pending and go through a light moderation pass before they appear on the product page, so we can catch spam and personal information. We do not edit the content of your review.

When you choose the subscribe option on a product page, Stripe charges the subscribed price on the cadence you picked and we ship a fresh bottle each cycle. Renewals always ship free.

Open any order confirmation email and follow the manage-subscription link, or go to the orders page, enter your email, and open the current subscription. Both routes launch the Stripe billing portal, where you can pause, skip, change your card, update your address, adjust the cadence, or cancel. Changes take effect immediately.

Stripe automatically retries the payment over the next few days and sends you a reminder with a link to update your card. If it still fails, the subscription pauses instead of shipping.

Renewal orders are covered by the same 30-day guarantee as any other order. Contact us within 30 days of delivery and we will refund it. Please cancel from the billing portal too so it does not renew again.

No. Checkout is guest by default. Your order confirmation and shipping emails contain everything you need, including a secure link to view your order status for 30 days without logging in.

Go to the orders page, enter the email you used at checkout, and we email a secure link back to that address. The link opens your order history without a password.

The essentials to run your order and store: contact and delivery details, order history, and analytics on how the store is used. Card details are handled entirely by Stripe. Full details, including your rights and how to opt out of advertising cookies, are in our privacy policy.

Every marketing email includes an unsubscribe link at the bottom. You can also email us and we will remove you. Transactional messages (order confirmations, shipping updates, refund receipts) are separate from marketing and continue as long as the order is active.