After placing your order, you will receive an order confirmation email.

This confirms that we have received your order. Your order may still be subject to review, product availability and processing before dispatch.

Orders are typically processed within 1–2 business days after payment has been successfully received.

Business days do not include weekends or public holidays.

Please contact us as soon as possible at support@bystudiovelora.com.

If your order has not yet entered processing or dispatch, we may be able to cancel it. If it has already been processed or shipped, cancellation may no longer be possible.

Please contact us immediately if you notice an address mistake.

We will do our best to help, but address changes cannot be guaranteed once your order has been submitted, entered processing or been dispatched.

Once your order has been dispatched, you may receive a shipping confirmation email with tracking information, where available.

Tracking updates can take some time to appear after dispatch.

Carrier scans may not update in real time, and tracking can sometimes take a few days to refresh.

If your tracking has not updated for several days, contact us at support@bystudiovelora.com with your order number and tracking details.

First, check your tracking link and confirm that the shipping address entered at checkout is correct.

You can also check with household members, neighbours, reception or concierge. If your parcel still has not arrived after the estimated delivery window, contact us at support@bystudiovelora.com.

If tracking shows your parcel as delivered, please check your delivery address, mailbox, household members, neighbours, reception or building concierge.

If you still cannot locate it, contact us. We will review the case in good faith, but a refund or replacement is not automatically guaranteed when tracking confirms delivery to the address provided at checkout.

Please include:

• your full name
  
• your order number
  
• the email address used at checkout
  
• a short description of the issue
  
• photos, if your item arrived damaged, incorrect or incomplete
  

This helps us review your request faster.

We aim to respond within 24 hours where possible.

Response times may vary during weekends, public holidays, busy periods or for more complex requests.