Help & FAQ

Shipping & Delivery

How long does delivery take?

Standard delivery takes 15–25 business days after payment. Express delivery (10–18 days) is available for +€7.90.

How much does shipping cost?

Free shipping on orders over €49.00. Otherwise a flat fee of €4.90 applies.

Which countries does HomeDrop ship to?

We ship to Germany, Austria, France, Netherlands, Belgium, Poland, Bulgaria and other EU countries.

Will I receive tracking information?

Yes — once shipped you'll receive an email with your tracking number. Also viewable under My Account → Orders.

Where are products shipped from?

Directly from the manufacturer/supplier — usually from Asia. All products are carefully packaged and shipped with tracking.

Returns & Refunds

Can I return my order?

Yes — you have 30 days from receipt to return without reason. See our withdrawal policy.

How does a return work?

1. Email support@veltelo.com with your order number and reason.
2. We send a return label (free for defects).
3. Refund within 14 days of receipt.

What if the product arrives damaged?

Send a photo to support@veltelo.com — we'll send a replacement or issue a full refund, no return required.

Payment & Security

Which payment methods are accepted?

Credit card (Visa, Mastercard, Amex), PayPal, Klarna, Apple Pay and Google Pay — all processed securely via Stripe (PCI-DSS Level 1).

Is my payment secure?

Yes. We don't store any card data. All payments run encrypted through Stripe — the world's leading payment provider.

Customs & Import Fees

Do I have to pay customs?

For products under €150 within the EU: usually customs-free. Over €150 may incur EU import duties.

Are customs fees included in the price?

No — any customs fees for products over €150 are collected directly by customs from the recipient.

Do US tariffs affect my order?

No — US tariffs only affect imports to the USA. EU customers are not affected.

Orders & Account

Can I cancel an order?

As long as the order hasn't been shipped. Email support@veltelo.com as soon as possible with your order number.

I didn't receive a confirmation email.

Check your spam folder. If not found, email support@veltelo.com.

Products & Quality

Where do the products come from?

Directly from verified manufacturers and suppliers — carefully selected for quality and reliability.

I have another question.

Email us anytime at support@veltelo.com. We respond within 24 hours on business days.