FAQ - Frequently Asked Questions
🚚 Shipping & Delivery
How long will it take for my order to be shipped?
Delivery typically takes 2-4 business days within Germany and 2-8 business days within the EU. You will receive an email with tracking information as soon as your package is on its way.
Which shipping provider do you use?
We ship with Deutsche Post and DHL – depending on size and weight.
Can I change or cancel my order afterwards?
Please write to us as soon as possible at info@velovate.store. As long as your package has not yet been shipped, we can make changes.
How much does shipping cost?
Shipping costs are displayed at checkout. We offer free shipping within Germany for orders over €50. Free shipping within the EU for orders over €100.
Do you also ship internationally?
Yes, within the EU. Shipping costs and delivery times are displayed at checkout.
♻️ Returns & Refunds
Can I return my order?
Yes, within 30 days of receipt. Please email us at info@velovate.store beforehand to receive return information.
When will I receive my refund?
After receipt and inspection of the return, at the latest within 10 working days.
What else should be considered when returning a item?
The buyer is responsible for return shipping costs; unfortunately, Velovate cannot issue a refund. Once we receive your return, we will refund the amount to your original payment method.
💬 Contact & General Information
Can I find you on social media?
Yes, on Instagram at @ velovate.store – share your setup with #MyVelovate! and receive an exclusive discount code for your next order!
How do I contact customer support?
The quickest way is by email to info@velovate.store – we will reply within 24 hours.
I need a custom-made one.
Write to us using the contact form and we will get back to you as soon as possible to let you know if and how we can implement your project!
Do you have any further questions? Write to us at info@velovate.store or directly via the contact form.