At Velamuse, we aim to resolve payment, order and delivery concerns fairly and without unnecessary delay. This policy explains how customers in the United Kingdom can report an order problem and how we respond when a payment dispute or chargeback is raised.
Contact Us About an Order Issue
If you experience a problem with your purchase, please contact our support team so that we can review the order and offer an appropriate resolution under our published policies.
Support Email: support@velamuse.store
Response Time: We aim to respond within 1 business day.
Please include your order number, the email address used during checkout and a clear description of the problem. Photographs or other supporting information may be requested when relevant.
Delivery and Product Concerns
We can assist with the following issues:
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Delayed or Missing Delivery: If an order has not arrived within the estimated delivery period, contact us so that we can check the available tracking and delivery information. Delivery estimates and procedures are explained in our Shipping Policy.
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Damaged or Defective Product: Send us clear photographs of the item, its packaging and the damage or fault so that we can assess the issue.
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Incorrect Item: If the product received is different from the product ordered, provide photographs of the item and its packaging.
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Return or Refund Request: Return eligibility, instructions and refund-processing times are available in our Return & Refund Policy.
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Refund Not Received: If an approved refund has not appeared within the stated processing period, contact us with your order details so that we can review its status.
Unrecognised or Unauthorised Payments
If you do not recognise a payment or believe your payment method was used without permission, contact your bank or payment provider without delay. You may also notify Velamuse so that we can review the related order and take appropriate action.
Never send complete card numbers, card security codes, passwords or banking credentials to us by email or telephone.
Chargebacks and Payment Disputes
A chargeback is a payment reversal requested through a bank, card issuer or payment provider. The payment provider independently reviews the claim according to its procedures and applicable rules.
You may contact Velamuse before opening a dispute so that we have an opportunity to investigate and resolve the matter directly. However, contacting us first does not remove or restrict any rights you may have through your bank, payment provider or applicable UK consumer law.
Nothing in this policy affects your statutory consumer rights.
Our Response to a Dispute
When a payment provider asks us to respond to a dispute, we may submit relevant records such as:
- Order and payment information
- Checkout and billing details
- Tracking and delivery records
- Customer-support communications
- Return or refund records
- Evidence concerning the condition or description of the product
Information will only be provided where reasonably necessary to review the claim and in accordance with applicable data-protection requirements and payment-provider rules.
The bank, card issuer or payment provider is responsible for making the final decision on a chargeback.
Fraudulent or Abusive Claims
Velamuse may investigate payment disputes that appear to contain false, misleading or incomplete information.
Where there is reasonable evidence of fraud or repeated abuse, we may cancel affected orders, restrict future purchases or take other proportionate action permitted by law. Genuine consumer complaints and properly submitted claims will not be treated as abuse.
Contact Information
For payment or order-related questions, contact us using the details below:
Trade Name: Velamuse
Support Email: support@velamuse.store
Phone Number: +44 343 337 7889
Business Hours: Monday to Friday, 9:00 AM–5:00 PM (UK Time – GMT/BST)
Business Address: 91 Gwynedd Ave, Swansea, SA1 6LH, United Kingdom