FAQ
Orders & Shipping
Frequently Asked Questions
How do I place an order?
To place an order, select the VELNIVAY product you would like to purchase, choose any available options, add the item to your shopping cart, and follow the checkout instructions.
Once your order has been successfully submitted, an order confirmation email will be sent to the email address provided during checkout.
Can I change or cancel my order?
If you need to change or cancel your order, please contact our customer support team as soon as possible after placing your order.
We will make reasonable efforts to assist before your order enters fulfillment.
However, once an order has entered:
- Processing
- Packaging
- Shipping preparation
- Dispatch
we cannot guarantee that changes or cancellations can still be made.
How do I track my order?
Once tracking information becomes available, we will send a shipping confirmation email to the email address used during checkout.
Please note that tracking information may take some time to become active after the shipping label has been created.
Tracking updates may vary depending on:
- Shipping carrier
- Destination country
- Transportation process
When will my order arrive?
Delivery times depend on:
- Shipping destination
- Carrier operations
- Customs procedures
- Local delivery conditions
- Holidays
- Other external factors
Order processing times and estimated delivery information are provided in our Shipping Policy.
All delivery timeframes are estimates and do not represent guaranteed delivery dates.
What should I do if my order arrives damaged, incorrect, or incomplete?
If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.
To help us review your request efficiently, please provide:
- Order number
- Clear photos of the product
- Photos of the packaging
- Shipping label photo where available
- Short video if the issue relates to product condition, design details, or components
Our support team will review the information and provide the appropriate next steps.
Product Support
What types of products does VELNIVAY offer?
VELNIVAY creates thoughtfully designed beauty and fashion accessories inspired by modern elegance, personal expression, and timeless style.
Our collections include:
- Necklaces
- Earrings
- Bracelets
- Rings
- Pendant designs
- Chain accessories
- Fashion accessories
- Beauty-inspired lifestyle pieces
- Minimalist and statement styles
Our collections are designed to complement everyday styling, special occasions, and meaningful moments.
Available products may change as new collections are introduced.
Are VELNIVAY products made with different materials and finishes?
Materials, finishes, decorative elements, and construction methods may vary depending on the individual product.
Because of production methods and material characteristics, slight differences may occur in:
- Shape
- Texture
- Color
- Finish
- Decorative details
- Surface appearance
These natural variations do not necessarily indicate a product defect.
Will the product look exactly like the photos?
We make reasonable efforts to display product colors, finishes, proportions, and details as accurately as possible.
However, the actual appearance may vary slightly due to:
- Screen settings
- Lighting conditions
- Photography
- Material characteristics
- Production variations
Please review the individual product page for specific product information.
How should I care for VELNIVAY accessories?
To maintain the appearance and condition of your accessories, we recommend:
- Handle products carefully
- Avoid dropping, bending, or excessive impact
- Store accessories in a clean and dry place
- Clean gently with a soft cloth
- Avoid abrasive cleaning materials
- Avoid unnecessary contact with harsh chemicals
- Keep delicate chains and components from tangling
Always follow any product-specific care instructions provided with your item.
How should I care for chains, clasps, and decorative details?
For products featuring:
- Chains
- Clasps
- Connectors
- Decorative accents
- Pearl-inspired details
- Stone-inspired details
we recommend:
- Handling delicate parts carefully
- Avoiding excessive pulling or twisting
- Opening and closing clasps gently
- Storing pieces separately when possible
- Cleaning with an appropriate soft cloth
Please review the product page or included instructions for additional care recommendations.
What should I do if a clasp, chain, or accessory component has an issue?
If your VELNIVAY accessory has an issue involving a clasp, chain, connector, ring, earring component, or other design detail, please inspect the product carefully and avoid applying excessive force.
Where applicable, please check:
- Whether the clasp is aligned correctly
- Whether chains are tangled
- Whether connectors are positioned properly
- Whether detachable components are securely attached
- Whether earring closures are aligned correctly
- Whether there is visible damage to the affected component
If the issue continues, please contact our customer support team.
Can I wear VELNIVAY accessories while sleeping, bathing, or swimming?
Please follow the care instructions provided with each specific product.
Unless a product page specifically states otherwise, we recommend removing accessories before:
- Sleeping
- Bathing
- Swimming
- Activities involving prolonged moisture exposure
- Contact with harsh environments
Avoid using products in ways that are inconsistent with their recommended care instructions.
Are clear stone-inspired or pearl-inspired details natural gemstones or pearls?
Materials vary depending on the individual product.
Terms such as:
- Stone-inspired details
- Decorative accents
- Pearl-inspired finishes
may describe the visual appearance or design style of a product and do not necessarily indicate natural gemstones, diamonds, or natural pearls.
Please refer to the individual product page for the exact material description of each item.
Are VELNIVAY products suitable as gifts?
Many VELNIVAY accessories are designed with gifting occasions in mind.
Our products may be suitable for:
- Birthdays
- Holidays
- Anniversaries
- Celebrations
- Thank-you gifts
- Personal milestones
- Jewelry gifting occasions
Packaging and included accessories may vary depending on the product.
Please check the individual product page for specific details.
Can I wear VELNIVAY accessories during outdoor activities?
Unless a product page specifically states that an item is designed for certain conditions, we recommend protecting VELNIVAY accessories from unnecessary exposure to:
- Rain
- Excessive moisture
- Direct sunlight for extended periods
- Extreme temperatures
- Harsh chemicals
- Cleaning products
Care requirements may vary depending on the individual product.
Are product dimensions exact?
Product dimensions displayed on our website are intended to provide a helpful reference.
Small variations may occur due to:
- Manufacturing methods
- Product construction
- Measurement techniques
Please review the individual product page for the most relevant product specifications.
Returns & Warranty
What is your return process?
Before returning any product, please review our Return & Refund Policy and contact our customer support team to receive return instructions.
Returns sent without prior authorization or without following the provided instructions may not be accepted.
Does VELNIVAY offer a warranty?
Eligible VELNIVAY products may be covered by limited support for qualifying manufacturing defects under normal intended use.
Where applicable, warranty information and coverage details will be provided on:
- Product pages
- Product documentation
- Order information
For additional details, please review our Product Support & Warranty information.
What should I do if my product develops a problem?
If your product has an issue involving:
- Clasps
- Chains
- Connectors
- Earring components
- Rings
- Decorative details
please avoid forcing, modifying, or repairing the affected component yourself.
Please contact:
Include:
- Order number
- Product name
- Description of the issue
- Clear photos where relevant
- Short video demonstrating the problem where possible
This information helps our support team review your request more efficiently.
Payments
What payment methods do you accept?
Available payment methods are displayed during checkout.
Prices are displayed and processed in U.S. dollars (USD).
Available payment options may vary depending on:
- Location
- Device
- Payment providers available at checkout
Is my payment information secure?
Payments are processed through secure payment methods and service providers displayed during checkout.
VELNIVAY does not request customers to send complete payment card information through email or customer support messages.
For additional information, please review our Payment & Security Policy.
Product Information
Where can I find detailed product specifications?
Product-specific information is available on each individual product page.
Details may include:
- Dimensions
- Materials
- Color or finish
- Design details
- Closure or fastening style
- Care instructions
- Recommended use
Because specifications vary between products, please review the relevant product page before purchasing.
Can colors look different in person?
Yes.
Product colors may appear slightly different depending on:
- Screen settings
- Room lighting
- Photography conditions
- Product finishes
- Material characteristics
We aim to represent each product as accurately as reasonably possible.
Do VELNIVAY products have identical finishes and decorative details?
Not necessarily.
Products featuring:
- Metallic finishes
- Pearl-inspired accents
- Stone-inspired details
- Textured surfaces
- Decorative elements
may have slight differences between individual pieces or production batches.
These variations can occur as part of normal manufacturing processes and are considered part of the unique character of each product.
Contact Us
If you have questions about:
- Orders
- Shipping
- Returns
- Product care
- Product specifications
- Warranty support
- Product usage
please contact our customer support team:
Email:
service@velnivay.com
For order-related inquiries, please include your order number whenever possible.
For product support requests, providing the product name and a brief description of the issue will help us assist you more efficiently.
Brand Information
Brand:
VELNIVAY
Website:
velnivay.com
Legal Entity:
Hebei Xiong'an Wodian Network Technology Co., Ltd.
Registered Address:
Room F-135, No.100, Banzheng North Street,
Rongcheng Town, Rongcheng County,
Xiong'an New Area, Hebei Province, China
Unified Social Credit Code:
91130629MAE8C1PY5A
Customer Support Email:
Customer Support Phone:
19907795717
velnivay.com is owned and operated by Hebei Xiong'an Wodian Network Technology Co., Ltd.
The company is responsible for:
- Online store operations
- Customer support
- Order coordination
- Product management
- Related e-commerce activities
We're Here to Help
From discovering a piece that reflects your personal style to receiving and enjoying your order, the VELNIVAY team is committed to creating a simple, elegant, and enjoyable shopping experience.
Whether you are selecting an everyday accessory, choosing a meaningful gift, or exploring new styles, we are here to support you throughout your journey.
If you have any questions, please contact us:
Thank you for choosing VELNIVAY.
VELNIVAY — Beauty in Detail. Elegance in Every Moment.