Privacy policy

Privacy Policy

Vela Shop’s online sales portal is designed to allow purchases from anywhere in the world.
We are committed to providing an exceptional shopping experience, supported by the tools and resources needed for a seamless transaction.
Please note: All online sales are considered final. However, to ensure efficient service, we collaborate with trusted third-party partners in the sales and delivery process.
Returns Policy
Due to the handcrafted nature of our products, returns are limited and accepted only if the product arrives in compromised condition, such as:

  • Opened, tampered, or damaged packaging
  • Melted items or liquefied products
  • Defective candle wicks (excessive smoke or damage)
  • Any other product deterioration upon arrival

Return & Refund Procedure

  • Customers must provide video or photo evidence of the damage within 24 hours of delivery.
  • Send your claim to shopsvela@gmail.com with the following details:
  • Full Name
  • Mailing Address, Email, and Phone Number
  • Order Number & Order Date
  • Product Description

Reason for Return Request
Our team will respond within 24 business hours to evaluate the defect and verify delivery records.
If approved, a replacement of the same value will be sent.
Management reserves the right to approve or deny any return request.
Cancellations
Orders may only be canceled before shipment. If approved, customers will receive store credit equal to the product’s value, valid for 30 days.
Shipping costs are not covered by the credit. Requests after shipment are ineligible.
Shipping Policy
We ship via USPS, UPS, and FedEx. Unless otherwise requested during checkout, we will select the most convenient shipping option.

  • Changes to shipping speed must be made within 24 hours of placing the order.
  • Customers are responsible for providing accurate shipping information. Incorrect details may result in additional reshipment costs, which the customer must cover.
  • We are not responsible for carrier delays, increased shipping costs, or transit times.

Lost or Stolen Packages
If your package is lost or stolen during transit, you must notify us at shopsvela@gmail.com with:

  • Full Name & Contact Details
  • Order Date & Description
  • Reason for Claim

We will investigate with the carrier and confirm if insurance coverage applies.
We do not offer product-loss insurance and are not liable for packages stolen after delivery.
Discount Policy

  • Online coupons can only be redeemed on our website.
  • Only one coupon per order is allowed.
  • Expired coupons will not be honored.
  • Event or “Market” discounts are not valid online.
  • Coupons are non-transferable.

Online Accounts

  • Accounts remain active for 12 months and will be deactivated afterward.
  • Customers must be 18+ years old to create an account.
  • Fraudulent or fake accounts will be permanently removed, and legal action may be taken.

Allergy Notice
Our products may contain ingredients such as Lye (Sodium Hydroxide), Kaolin, Soy Wax, Coconut Wax, and other wax blends.

  • Customers are responsible for reviewing ingredient lists provided on our website and product labels.
  • We are not responsible for allergic reactions or sensitivities.

Product Labels
We rely on external suppliers for packaging and labels. Label quality and materials may vary and are subject to supplier availability.
Customer Testimonials
Testimonials are authentic and published with permission. Marketing materials are intended to share product information and do not guarantee performance.
Policy Updates
Vela Shop reserves the right to update these policies without prior notice. Customers are responsible for reviewing the latest version on www.velashops.com.