FAQ

At VELA, after a customer places an order, our excellent staff carefully inspects each item and meticulously packages it.

We will ship products within [2-3 business days] from the business day following the confirmation of your order.

※Please note that the day the order is placed is not included.
※If you order an item marked "Pre-order" or "Pre-sale," it will be shipped once the product is complete.
※Depending on when the order is placed, our confirmation may not occur until the next business day. Thank you for your understanding.
※Popular items may take longer. Thank you for your understanding.

※Once shipped, a tracking number will be sent to your email address.

If your order was successfully completed, we sent an "Order Completion Email (automated)" to the email address you provided when ordering.
If you don't receive the email, please check your spam folder.
Also, if you create an account before placing an order, you can check your order status on your My Page on the website.

Important communications, such as shipping notifications, will be sent via email,
so please "be sure" to set up your email reception to allow emails from the following address in advance:

Automated email address:
info.vela.official@gmail.com

※Email transmission may take some time.
※If you accidentally provided an incorrect email address, please contact us via the inquiry form to inform us.

We do not accept cancellations after an order has been placed. Thank you for your understanding.

We can accommodate changes if you contact us before the order is processed.

※Please note that this may not be possible depending on the product.

We can accommodate changes if you contact us before the product is shipped.

Please note that changes cannot be made once the product has been shipped.

We sincerely apologize for the inconvenience. Depending on the product, shipping may take longer than usual.

Also, please be careful, as entering an incorrect address during registration can cause delays in delivery.

Please contact us at info.vela.official@gmail.com with your order number.

Shipping is free (0 yen) for all shipments worldwide, including Japan.

We are unable to specify the delivery date and time. Thank you for your understanding.

We can ship internationally.

Depending on the destination, delivery may take longer. We will inform you in such cases.

・Credit card
・QR payment
・Bank transfer
・Convenience store payment

These and other payment methods are available. Please refer to the following for details on each payment method:

Credit Card Payment
VISA / Mastercard / JCB / AMEX are accepted.

PayPay
You can pay using electronic money (PayPay balance) charged in advance.

Paidy Postpaid Payment
No credit card is required, and you can shop with just your email address and mobile number. You can consolidate multiple purchases and pay by the 10th of the following month.

By registering for Paidy Plus for free, you can use features such as 3-installment postpaid payments* with no installment fees** and monthly budget settings.
Additionally, registering for Paidy Plus increases your available postpaid payment amount.

*Installment fees are free only for bank transfers and direct debit payments.
**3-installment postpaid payments require registration upon first use. Also, they are only available for purchases of 3,000 yen or more.

Generally, a confirmation email is sent for all payments. If you are concerned about whether your order has been correctly completed, please contact us via the inquiry form.

After completing payment with Paidy Postpaid, an automated email will be sent from Paidy. We would appreciate it if you could set up your email reception to allow emails from the following Paidy email address in advance.

Due to the specifications of the order processing system, it is not possible to change the payment method once it has been confirmed.

If postpaid payment is selected as your payment method, an email regarding payment will be sent from Paidy's email address. Please check your spam folder, as an email may have arrived from the following email address:

noreply@paidy.com

※The subject of the email will be "【Paidy】Usage Notification". Also, please note that Paidy will finalize the billing and send a notification email by the 1st of the month following your order, at 1 PM.

Please note that we cannot resend notification emails or confirm billing information. Therefore, customers are requested to contact Paidy's support directly.
Please contact them at the following:

▼Paidy Inquiry Form
https://support.paidy.com/hc/ja/requests/new

▼Paidy Phone Inquiry
0120-971-918

Please understand that there may be differences in how colors appear between images and actual products due to the lighting conditions during photography, the monitor you are viewing on, and the environment in which the product is placed (outdoor, different types of indoor lighting).

Details are listed on each product page.

If the information you are looking for is not listed, please contact us.

If you have a delivery notice, please request redelivery from the shipping carrier.

Please understand that if delivery is impossible due to an incorrect address and the product is discarded, we cannot reship it.
If a package is returned due to long-term absence or refusal to receive, we will charge you the round-trip shipping fee and handling fee (flat rate of 1500 yen) that we incurred. We appreciate your understanding.

Please note that if redelivery is not requested within 7 days due to long-term absence or refusal to receive, the package will be discarded by the shipping carrier. Also, please be aware that no refunds will be accepted if the package is discarded by the shipping carrier.

Furthermore, if there are repeated long-term absences or refusals to receive, we may decline future transactions.
If past transactions lead us to determine that there is malicious intent, we reserve the right to cancel or refuse all transactions.
Packages returned due to an unknown address will also be treated as a long-term absence, so please carefully check for any omissions in your address when placing an order.

If you wish to return or get a refund, please contact us via email, stating your intention to return or refund the item.

We sincerely apologize. Please contact us within 3 days of product arrival, attaching an image of the defective part to your email.

Please note that even if you request an exchange, we may offer a refund instead, depending on the product.

We sincerely apologize. Could you please contact us within 3 days of product arrival?

We will respond regarding the appropriate action.

Coupons cannot be applied after an order has been placed.

You cannot use multiple coupons for a single order.