Frequently Asked Questions (FAQs)
Orders & Payments
How do I place an order?
You can place an order directly through our website by selecting your desired timepiece and completing the checkout process. Once your order is confirmed, you will receive a confirmation email.
What payment methods do you accept?
We accept major credit and debit cards, as well as other secure payment options displayed at checkout.
Can I cancel or change my order?
Orders can only be modified or canceled before they are processed for shipping. Please contact our support team as soon as possible after placing your order.
Shipping
Do you offer international shipping?
Yes, we ship to selected international destinations. Shipping availability and costs are shown at checkout.
How long does shipping take?
Delivery times vary by location. Orders are typically processed within 1–3 business days, followed by standard shipping timelines for your region.
Will I receive tracking information?
Yes, once your order is shipped, you will receive a tracking number via email.
Returns & Exchanges
What is your return policy?
We accept returns within the specified return window provided the watch is unused, in original condition, and includes all packaging.
How do I request a return or exchange?
Please contact our Client Services team with your order details, and we will guide you through the process.
Are return shipping costs covered?
Return shipping costs may vary depending on your location and reason for return.
Warranty
Do VELOME watches come with a warranty?
Yes, all VELOME timepieces come with a limited warranty covering manufacturing defects.
What is not covered under warranty?
Normal wear and tear, accidental damage, misuse, water damage beyond rated resistance, and unauthorized repairs are not covered.
How do I make a warranty claim?
Contact our support team with your proof of purchase and a description of the issue.
Watch Care
Are VELOME watches water resistant?
Yes, our watches are designed with water resistance. Always check the specific water resistance rating of your model.
How should I care for my watch?
We recommend regular cleaning with a soft cloth, avoiding extreme temperatures, and servicing your watch periodically.
Account & Support
Do I need an account to place an order?
No, you can checkout as a guest. Creating an account allows you to track orders and manage your details more easily.
How can I contact customer support?
You can reach us via the Contact page. Our Client Services team is happy to assist you.
Authenticity
Are VELOME watches authentic?
Yes, all watches sold through our website are 100% authentic and quality checked.
Do you provide certificates of authenticity?
Each watch includes official documentation and warranty information.