Frequently Asked Questions

Velliun Shopping and Customer Support Guide

Welcome to the Velliun Help Center.

Here you will find answers to common questions about shopping for Christmas decorations and seasonal accessories, including payments, discounts, delivery, tracking, order changes, and after-sales assistance.

If you need further help, please contact our customer support team.

Customer Support Email: service@velliun.com

For an existing purchase, include your order number and the email address used at checkout.

1. Shopping and Checkout

How do I apply a discount code?

Add your chosen products to the cart and proceed to checkout.

Enter your eligible code in the discount or promotional code field before submitting payment. Any successfully applied discount should appear in your order summary.

If a code does not work, check its validity period and applicable conditions. You can also contact customer support for assistance.

What payment methods are available?

The payment options supported for your purchase will appear at checkout.

Depending on your location, device, and payment provider availability, options may include:

• PayPal

• Visa

• Mastercard

• American Express

• Eligible credit and debit cards

• Apple Pay

• Google Pay

Payments are generally handled by independent payment providers. Please refer to checkout for the methods currently available for your transaction.

2. Shipping Charges and Delivery Areas

Does Velliun offer free shipping?

Free standard shipping is available for eligible U.S. orders with an order subtotal of $39.00 or more.

Order Subtotal	Standard Shipping Fee
$0.00–$38.99	$3.99
$39.00 and above	Free shipping

The applicable shipping charge will be displayed at checkout before you complete your purchase.

Where does Velliun deliver?

Velliun currently focuses on orders delivered to eligible addresses within the United States.

Standard shipping is available for supported U.S. destinations. Enter your delivery address at checkout to confirm whether shipping is available.

3. Order Processing and Delivery Times

How long will my order take to arrive?

Delivery generally involves two stages: preparing your order and transporting it to your address.

Delivery Stage	Estimated Time
Order processing	1–5 business days
Standard shipping after dispatch	10–20 business days
Combined estimated timeframe	11–25 business days

These periods are estimates rather than guaranteed delivery dates.

Actual timing may vary because of carrier schedules, destination, weather, seasonal demand, or other logistical conditions.

Will I receive a dispatch notification?

Once your order has shipped and tracking details are available, we will generally send a shipping notification to the email address supplied at checkout.

The message may contain a tracking number or a link to the carrier's tracking page.

4. Tracking and Separate Shipments

How can I track my package?

Use the tracking number or carrier link provided in your shipping notification to view available delivery updates.

Tracking may take some time to appear after dispatch while the carrier registers the parcel.

Why has my tracking information stopped changing?

Carriers do not always record updates at every stage of transportation. A parcel may be travelling between facilities or awaiting another scan.

If tracking remains unchanged for an unusually long time, email service@velliun.com with your order number. Our team can review the available shipment details.

Can items from one order arrive separately?

Yes. An order containing several products may occasionally be sent in separate packages.

This may happen when items are prepared at different fulfillment locations or require different shipping arrangements.

Separate tracking information may be provided for each package.

5. Order Emails and Notifications

What if I have not received an order confirmation?

Please check the inbox for the email address used at checkout, along with your spam, junk, promotions, and other filtered folders.

If you still cannot locate the confirmation, contact customer support with your checkout email address and any available transaction details.

When should I receive tracking information?

Tracking details are generally sent after order processing has been completed and the shipment has been arranged.

Our usual preparation period is 1–5 business days.

If that period has passed without a shipping notification, please contact us so we can check your order.

6. Order Changes and Cancellations

Can I correct my delivery address?

Contact us immediately if you entered an incorrect address.

Email service@velliun.com and include:

• Your order number

• The email address used at checkout

• The complete, corrected delivery address

We will make reasonable efforts to update the address before dispatch. Changes may no longer be possible once the parcel has been handed to the carrier.

Can I change an item or quantity after ordering?

Some changes may be possible during early processing, depending on your order's status.

Requests may involve product selections, designs, colors, quantities, or certain checkout details.

Please contact customer support promptly and explain the requested change. We cannot guarantee that adjustments can be made once fulfillment has begun.

How do I cancel an order?

Email customer support as soon as possible if you wish to cancel.

Cancellation is generally easier before items have been packed or dispatched. Once an order reaches advanced fulfillment or has shipped, cancellation through the usual order process may no longer be possible.

For dispatched orders, an eligible return may be requested after delivery under our Return & Refund Policy.

Mandatory cancellation or withdrawal rights remain unaffected.

7. Christmas Decoration Product Information

Where can I find product specifications?

Please check the relevant product page before ordering.

Depending on the item, the listing may include:

• Product descriptions and decorative features

• Materials

• Available colors and designs

• Dimensions and quantities

• Assembly or setup instructions

• Care and storage guidance

• Packaging details

• Power requirements, where applicable

• Intended indoor or outdoor use

If any information needs clarification, contact customer support for the details available.

Why does the item look slightly different from its photograph?

Colors, finishes, textures, packaging, and lighting effects may appear different depending on photography conditions and screen settings.

Packaging updates and reasonable production variations can also result in minor visual differences.

A small difference in appearance does not necessarily mean that the item is defective. However, if the product is materially different from what you ordered, please contact us for assistance.

8. Damaged, Incorrect, or Missing Products

What should I do if an item arrives damaged?

Please contact customer support as soon as reasonably possible.

To help us assess the issue, provide:

• Your order number

• The email address associated with the purchase

• Clear photographs or a short video of the affected item

• Photographs of the outer packaging, if available

• A photograph of the shipping label, where relevant

We will review the information and explain the next steps under our Return & Refund Policy and applicable consumer protection requirements.

What if I receive the wrong item or something is missing?

Contact us with your order details and a brief explanation of the issue.

Where possible, include photographs of the products and components received.

Our team will compare the information with your order records and provide appropriate assistance.

9. Returns and Refunds

How do I request a return?

Review our Return & Refund Policy for eligibility, procedures, and applicable conditions.

Then email service@velliun.com with:

• Your order number

• The item you wish to return

• A brief explanation of your request

Please contact support before sending a return package so we can provide the appropriate instructions.

The registered business address below is not automatically the designated return address.

Our return procedures do not limit mandatory consumer rights under applicable law.

When will I receive my refund?

Refund timing depends on the circumstances, including the reason for the request, whether a return is required, the condition of returned goods, and the original payment method.

Approved refunds are processed according to our Return & Refund Policy.

Your bank, card issuer, or payment provider may need additional time to display the refunded amount in your account.

If you have a question about a pending refund, contact customer support with your order number.

10. Customer Support Availability

When does your support team respond?

Customer Service Days: Monday to Friday

Typical Email Response Time: Within 24–48 business hours

You may email us at any time. Our team normally reviews inquiries on the business days listed above.

Response times may be longer during public holidays, promotional events, the Christmas shopping season, or when further investigation is needed.

We aim to review requests and provide relevant assistance within a reasonable timeframe.

11. Company and Contact Information

Velliun is an online Christmas decoration and seasonal accessory store operated by Harbin Xincheng Technology Co., Ltd.

For product questions, order assistance, shipping concerns, payment inquiries, or after-sales support, please use the official contact details below.

Brand / Store Name: Velliun

Business Category: Online Retail of Christmas Decorations and Seasonal Accessories

Operating Company: Harbin Xincheng Technology Co., Ltd.

Registered Business Address:

Room 03, No. 289-6 Jianguo Street, Basement 1, Building 4, Songcang Residential Quarter, Daoli District, Harbin City, Heilongjiang Province, China

Customer Support Email: service@velliun.com

Customer Support Telephone: 0451-87166575

Support Days: Monday to Friday

Estimated Email Response Time: Within 24–48 business hours

Harbin Xincheng Technology Co., Ltd. oversees Velliun's website administration, order processing, fulfillment coordination, customer communications, and after-sales assistance.

For questions about an existing order, please include your order number so we can locate the purchase efficiently.

Thank you for shopping with Velliun. We look forward to helping with your Christmas decorating purchases.