Contact information

CONTACT POLICY & CUSTOMER SUPPORT

We are dedicated to providing you with an exceptional experience. If you have any questions about our beauty tech devices, skincare products, or an existing order, our customer support team is here to help.

HOW TO REACH US
For the fastest response, please contact us via email or through our official website contact form:
• Email: [velline.co.za@gmail.com]

Please note: We do not offer customer support via social media direct messages (Instagram/TikTok DMs) regarding order tracking, cancellations, or refunds for security and privacy reasons. All order-related inquiries must go through email.

WHAT TO INCLUDE IN YOUR EMAIL
To help us resolve your issue as quickly as possible, please include:
1. Your Full Name used at checkout
2. Your 4-digit Order Number (e.g., #1001)
3. A clear description of your question or issue (and photos if a product arrived damaged)

OUR SUPPORT HOURS
Our customer support team operates during the following hours:
• Monday – Friday: 9:00 AM – 5:00 PM [UTC+02:00]
• Saturday – Sunday: Closed (Our team is resting, but we will queue your email for Monday morning!)

RESPONSE TIMES
We read and reply to every single email in the order it was received. 
• Standard Response Time: Within 24 to 48 hours during regular business hours.
• During Sales or Holidays: Please allow up to 72 hours for a response during peak seasonal volumes.

Please avoid sending multiple follow-up emails for the same issue before we have had a chance to reply, as this pushes your support ticket back to the bottom of our queue system.