1. Contact us

Customer service email : info@velavici.com

To facilitate processing, please provide: order number , name , email address used during purchase and a clear summary of your request.

Telephone support: not available at this time.

2. Hours & Response Times

• Hours : Mon–Fri 9am–6pm (CET/CEST).
• Response time : within 24–48 business hours . During peak periods, a slight additional delay may occur.

3. Frequently Asked Questions

• Delivery (zones, times, tracking, costs): see Delivery & shipping .
• Returns & refunds (30-day cancellation, prepaid label, 14-day refund): see Returns & refunds .
• Terms and conditions (price including VAT, order, guarantees, DDP > €150): see General Terms and Conditions of Sale .
• Privacy & cookies : Privacy Policy (GDPR) and Cookie Policy .

4. GDPR & Data Deletion

To exercise your rights (access, rectification, objection, portability, restriction) or request the deletion of your data , please write to us at: info@velavici.com . We may ask you for additional information to verify your identity. You will receive a response within one month (this timeframe may be extended depending on the complexity of your request).

5. Complaints & Mediation

If you encounter any difficulties, first send your complaint to info@velavici.com . If you are not satisfied with the response, you can use the free European online dispute resolution (ODR) platform : ec.europa.eu/consumers/odr .

6. Good safety practices

• Never share your full bank card numbers by email.
• Only provide the information necessary to process your request.
• If you suspect an attempt at fraud, contact us immediately.

7. Postal address

8. Useful information

• Delivery in France: €0 and no delivery charges (DDP > €150).
• Name of the method at checkout: “ Express Delivery ” (priority preparation; transit 15–25 working days).