Frequently Asked Questions

Everything you need to know about ordering Velnoxe shoes in the UK. If your question is not answered here, message us on WhatsApp and we will help.

Ordering

How do I place an order?

Choose the product, colour and your UK size, then tap Order on WhatsApp. Your details are added to the message automatically. Send it and we will confirm availability, delivery and payment options with you in the chat. You can also add several pairs to your basket and send the whole basket in one message.

Is there an online checkout?

No. This website does not take card payments or hold any payment details. Everything is confirmed personally on WhatsApp first, which also means we can check stock and sizing with you before you pay.

How long does order processing take?

Orders are usually processed within 1–2 working days. It can take a little longer at weekends, on bank holidays and during promotional periods.

Can I change or cancel my order?

We start processing as quickly as we can. If you need to change or cancel, message us as soon as possible. Once an order has been dispatched it can no longer be changed or cancelled, but you always have the right to return it.

Delivery

Do you deliver to the UK?

Yes. Delivery to the UK is free on every order, with tracking included.

How long does delivery take?

Estimated delivery is 7–11 working days, depending on your address, the shipping method and any customs procedures. A more accurate estimate is confirmed in your order chat.

How do I track my order?

Once your order has been dispatched we will send your tracking number and tracking link by email or WhatsApp. Please allow 24–72 hours for the tracking information to become live.

Will I pay customs duties or import taxes?

Prices on this site include VAT and the duties and taxes applied to UK orders. If anything further becomes payable, we will tell you before you confirm your order.

Payment

What payment methods can I use?

This is a WhatsApp-only storefront, so no payment is taken on the website. Once your order is confirmed we agree the payment method with you directly in the chat. Available methods may vary.

Is my payment information secure?

We never see or store your full card details. Payments are completed through the payment provider, using encrypted connections.

Returns and sizing

What if the product does not fit?

Check the size guide before ordering, as sizing can vary between styles. If your pair does not fit, contact us within the return period and we will arrange a return or an exchange.

How do I request a return?

Message us within 30 days of receiving your order with your order number and the reason for the return. Items returned without prior authorisation may not be accepted. Full details are in our Refund and Returns Policy.

When will I receive my refund?

Once we have received and inspected your return we will confirm whether it has been approved. Approved refunds are usually issued within 5–10 working days, depending on your bank or payment provider.

What if my order arrives damaged or incorrect?

Contact us within 7 days of delivery with your order number and clear photos of the product and the outer packaging. Once we have confirmed the issue we will arrange a replacement, a reshipment or a refund.

Products

Why does the colour look slightly different from the photos?

We photograph every product as accurately as we can, but screens and lighting vary. Small differences in shade are normal and are not a fault.

Which size should I choose for wide feet?

We recommend going up one full size for wider feet. If you are unsure, send us your foot length and we will advise.

Ask us on WhatsApp