Help & Support
We want your experience with Veloura by Elsa to feel effortless. Find answers to the questions we hear most — and if something's still unclear, we're always just a message away.
01
Orders
Simply browse our collection, select the pieces you love, and proceed to checkout. Once your order is confirmed, you'll receive an email with all the details. It's that easy — and we're so glad you chose us.
We process orders quickly to get them to you as soon as possible. If you need to make a change, please reach out to us immediately via our Contact page. We'll do our best, but we can't guarantee changes once an order has been dispatched.
Once your order ships, you'll receive a tracking number by email. You can use it to follow your parcel's journey directly with the courier. If you have any trouble, our team is here to help.
We take great care in packaging every order, but if something arrives damaged or a piece is missing, please contact us within 48 hours of delivery with a photo. We'll make it right.
02
Returns & Exchanges
At Veloura by Elsa, we offer exchanges only — we do not provide cash refunds. We believe in standing behind every piece we create, and we want you to love what you receive. If something isn't right, we'll work with you to find a piece you adore.
To initiate an exchange, please contact us within 7 days of receiving your order. Items must be unused, in their original condition, and returned in their original packaging. Once we receive and inspect the item, we'll arrange your exchange promptly.
For hygiene and quality reasons, certain items — including skincare products that have been opened, and jewellery that shows signs of wear — are not eligible for exchange. If you're unsure, please reach out before returning anything.
03
Payments
We accept all major payment methods including credit and debit cards, bank transfers, and other methods available at checkout. All transactions are processed securely.
Absolutely. Our store is secured with SSL encryption, and we never store your payment details. Your privacy and security are something we take very seriously.
Please check at checkout for available payment options in your area. We're continuously working to offer the most convenient payment methods for our customers across Pakistan.
04
Products
Yes. We are committed to offering only authentic, thoughtfully sourced products. Our skincare and cosmetics are selected with care, and we are proud to be cruelty-free.
Each product listing includes detailed descriptions and, where applicable, shade guides or size charts. If you're still unsure, don't hesitate to message us — we're happy to help you find your perfect match.
We restock popular pieces regularly. You can sign up for restock notifications on the product page, or reach out to us directly and we'll let you know as soon as it's back.
05
Care & Packaging
To keep your Veloura pieces looking their best, store them in a cool, dry place away from direct sunlight. Avoid contact with water, perfume, and harsh chemicals. Gently wipe with a soft cloth after wearing to preserve their finish.
Store skincare products in a cool, dry place, away from direct sunlight and heat. Always close lids tightly after use and keep them out of reach of children. Check each product's label for specific storage recommendations.
Every Veloura order is packaged with love and attention to detail. We use premium materials to ensure your pieces arrive safely and feel like a gift — because every unboxing should be a moment worth remembering.
Delivery Information
Shipping
We currently deliver across Pakistan. Every order is handled with care and dispatched as quickly as possible so your Veloura pieces reach you in perfect condition.
| Region | Estimated Delivery | Notes |
|---|---|---|
| Karachi, Lahore, Islamabad | 2–4 Business Days | Major cities may receive faster dispatch |
| Other Major Cities | 3–5 Business Days | Includes Faisalabad, Rawalpindi, Multan, Hyderabad |
| Remote & Rural Areas | 5–8 Business Days | Timelines may vary depending on courier access |
At the moment, we ship within Pakistan only. We're a proudly local brand and are focused on delivering an exceptional experience to our customers here first. Stay tuned — international shipping may be on the horizon.
We work with reliable courier partners across Pakistan to ensure your order is delivered safely and on time. You'll receive a tracking number once your order has been dispatched.
While we always aim to deliver within the estimated timeframe, occasional delays can occur due to courier or weather conditions. If your order is significantly delayed, please don't hesitate to reach out — we'll follow up with the courier on your behalf.