FAQ

Contact

How can I contact Veloura London?

If you have any questions, please do not hesitate to contact us, we will be happy to help you. Our experts are available 5 days a week to answer any questions you may have.

Contact:  info@jamitz-auckland.com

How long does it take to get an answer?

We always strive to answer your question within 24 hours during working days.

Orders & Payment 

Which payment methods can I use?

You can pay with MasterCard, Visa, Amex, Maestro, Apple Pay and Google Pay

Will I receive an order confirmation?

You will receive an order confirmation by e-mail immediately after placing your order. This email contains the order number (consisting of 5 digits), order summary and shipping address.

I have entered incorrect address details, can this be changed?

Please contact us at info@jamitz-auckland.com so that we can arrange this.

Send

Which countries do you ship to?

We currently only ship to New Zealand. 

What are the shipping costs?

The shipping costs are free, we will bear these costs ourselves.

How can I track my order?

As soon as your package is shipped, we will send you an email with a track and trace. Here you can find the status of your order and provide the delivery service with additional instructions if necessary.

I have not received my order, what should I do?

Have you not received your order? Sad to hear! After placing your order you will receive an order confirmation with the order number. Your order will be shipped within 1-2 business days. You will then also receive an email with a track and trace to follow the package. Have you not received this email or is the status of your package unclear? Contact us at info@jamitz-auckland.com.

My track & trace indicates that my order has been returned. What should I do?

Contact us at info@jamitz-auckland.com  One of our customer service representatives will investigate what happened and come up with a solution as quickly as possible.

Returns & Exchanges

I changed my mind, what now?

Have you changed your mind? This is of course possible, as soon as you indicate that you wish to return your order within 30 days of receipt of your order, we will arrange for the purchase amount to be refunded to your account within 30 days of receipt of the returned order. Please note that the return costs will be at your own expense. 

I want to exchange the product, how do I do that?

You can exchange your order for a new item free of charge up to 30 days from the date of delivery. The buyer pays for the return shipping of the item he/she wants to exchange. The new item will be shipped to the customer within 7 days after the returned package is received. 

The product arrived damaged, what now?

Have you received a damaged product? Send us a photo of the order together with your order number within 30 days to: info@jamitz-auckland.com and we will ensure that you receive a new item free of charge within 7 days of receiving the email.


I have received the wrong order, what now?

Have you received a wrong product? Send us a photo of the order together with your order number within 30 days to: info@jamitz-auckland.com  and we will ensure that you receive the correct order free of charge within 7 days of receiving the email.

I never received my order, what now?

Have you never received the product? Send us an email with your order number to: info@jamitz-auckland.com and we will ensure that you receive the order again for free within 7 days of receiving the email.

I would like to cancel, what now?

Have you changed your mind? This is of course possible, as soon as you indicate that you wish to cancel your order within 4 hours of placing your order, we will arrange for the purchase amount to be refunded to your account within 14 days of receipt of the cancellation.