FAQ

After a customer places an order, VELA's skilled staff carefully inspects each item and carefully packs it.

Your order will be shipped within 2-3 business days from the next business day after your order is confirmed.

*Please note that this does not include orders placed on the day of order.
*If you order a product marked as "Pre-sale," it will be shipped as soon as it is completed.
*Please note that depending on the timing of your order, it may take until the next business day for us to confirm your order.
*Please note that popular items may take additional days to be delivered.

*After shipping is complete, we will notify you of the tracking number via email address.

If your order is successfully completed, we will send you an "Order Completion Email (automatic email)" to the email address you used to place your order.
If you do not receive the email, please check your spam box.
Also, if you create an account before placing an order, you will be able to check the status of your order on your My Page on the site.

Important notices such as shipping notifications will be sent by email.
Please make sure to set the following email address to allow receiving emails in advance.

Auto-send email address:
info.vela.official@gmail.com

*It may take some time to send the email.
*If you have specified an incorrect email address, please contact us using the inquiry form.

Please note that we do not accept cancellations after an order has been placed.

Please contact us before processing your order.

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

Please contact us before shipping the product.

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

We apologize for any inconvenience caused. Depending on the product, it may take longer than the usual shipping time.

Please note that entering an incorrect address when registering may result in a delivery delay.

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

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

Please note that we cannot specify the delivery date and time.

We can ship internationally.

Delivery may take some time depending on the shipping destination. We will contact you if this occurs.

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

Payment can be made by the following methods. Please see below for details on each payment method.

Credit card payment
VISA / Mastercard / JCB /AMEX are accepted.

PayPay
You can make payments using pre-charged electronic money (PayPay balance).

Pay later (Payday)
No credit card is required, just enter your email address and mobile phone number to make a purchase. Multiple purchases can be paid for together by the 10th of the following month.

By signing up for PayDeePlus for free, you can enjoy features such as the ability to pay in three installments with no fees* and monthly budget settings.
Also, if you sign up for PaydayPlus, the amount you can pay later will be increased.

*Installment fees are free only for direct debit and bank transfer payments.
**Pay in 3 installments requires registration the first time you use the service. Also, it is only available for purchases of 3,000 yen or more per transaction.

Generally, we send a confirmation email for all orders. If you are unsure whether your order has been completed correctly, please contact us using the inquiry form.

After completing your deferred payment, you will receive an automatic email from Paidy with instructions. The following is Paidy's email address, so please make sure to allow it in advance.

Due to the specifications of our order system, we cannot change the payment method once it has been confirmed.

If you select deferred payment as your payment method, an email regarding payment will be sent from your Paidy email address. Please check your spam folder as it may have been sent from the following email address.

noreply@paidy.com

*The subject will be "Notice of Paidy Usage." In addition, Paidy will confirm the billing by 1:00 PM on the 1st of the following month after your order, and will send you an email with the details.

Please note that we are unable to resend the email notification or confirm billing information, so please contact Paidy directly.
Please contact the following office.

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

▼Paidy phone inquiries
0120-971-918

Please note that the color of the actual product may differ from the image due to lighting conditions during photography, the monitor you are viewing it on, and the environment in which the product is placed (indoor or outdoor lighting).

It is listed on each product page.

If there is no mention of something you are concerned about, please contact us.

If you receive a missed delivery notice, please ask the delivery company to redeliver the package.

Please note that if delivery is not possible due to an incorrect address or other reason and the product is discarded, we will not be able to re-deliver it.
If your package is returned due to a long absence or refusal to accept delivery, we will charge you the round-trip shipping fee and handling fee (a flat rate of 1,500 yen) that we have covered. Thank you for your understanding.

Please note that if you do not request redelivery within 7 days due to an extended absence or refusal to accept delivery, the delivery company will dispose of the package. Please also note that we will not be able to provide a refund if the delivery company disposes of the package.

Please note that if you are absent for an extended period of time or refuse to accept delivery, we may refuse to do business with you in the future.
Furthermore, if we determine that you are malicious based on past transactions, we will cancel and refuse all transactions.
If the package is returned due to an unknown address, it will be considered a long-term absence, so please make sure that you have not omitted any information in the address when placing your order.

If you would like to return or receive a refund, please contact us by email stating that you would like to return or receive a refund.

We apologize for any inconvenience caused. Please contact us within 3 days of receiving the product by email with a description of the defect.

Depending on the product, we may have to refund you even if you request an exchange.

We apologize for the inconvenience. Could you please contact us within 3 days of receiving the product?

We will respond to you regarding the response.

Coupons cannot be applied after an order has been placed.

You cannot use multiple coupons per order.