Shop Policies

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PLACING AN ORDER

Our business hours: Mondays to Fridays / 9am-6pm

Please allow us to process your order/s within 24-48 hours.

For pre-ordered items, production lead time is within 5-7 working days (weekends and holidays not included). Kindly let us know if you wish to receive the product on an earlier date at hello@velamanila.com.

PAYMENTS

BDO Cash Deposit/Online Fund Transfer
BPI Cash Deposit/Online Fund Transfer
PayPal

SHIPPING

Local:
Via Xend and/or Fastback courier
Metro Manila : 1-3 business days (M-F) after payment
Provincial: 3-5 business days (M-F) after payment

 You will be notified with a tracking number once your order has been shipped. Please note that Vela Manila will not be liable for any product/s lost in transit.

However, we’d be glad to help you track your orders through our courier! For support and other shipping arrangements, kindly e-mail us at hello@velamanila.com.

International:

For international shipments, e-mail us at hello@velamanila.com. Shipping fee vary based on weight and destination. Customs duties and taxes are at the expense of the customer. Vela Manila is not liable for product/s lost in transit.

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RETURN & EXCHANGE

We pay utmost attention to our products. 
Vela Manila will accommodate returns and exchanges if the product falls under any of following conditions:
a.) wrong product delivered;
b.) damaged product; or
c.) defective product

 Please follow these guidelines to return or exchange our products: 

1. Kindly send photos of the product to hello@velamanila.com within three (3) business days upon delivery. We will respond shortly to acknowledge our receipt of your email. 

2. Once your request has been approved, please send us back the product. Items will only be accepted if they are still in their original condition and packaging (with tags included).  

The customer, however, is responsible for the costs of return shipping. You may return the item through your preferred shipping method. Vela Manila is not liable for any taxes incurred or any products lost in transit. 

3. Returns and exchanges will be sent back within fourteen (14) business days. Please note that all replacements will depend on the availability of the product for exchange. In case the item for exchange is out of stock, the customer may opt to replace the item with another item of the same price. If the price of the replacement product is higher than the product being replaced, the customer must pay for the price difference. 

4. All request for refunds will be subject to approval by the team. Approved refunds will be in the form of cash or store credits, depending on the customer’s preference. We will process the refund as soon as the product is returned.

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Please note:
*We do not accept exchanges for sale items. 
*Due to the handcrafted nature and materials of our pieces, the weave or embroidery may slightly vary in either pattern, texture, or color. 
*Product, prices, and policies are subject to change at any time without notice.

 

-We'd love to help! Contact us at hello@velamanila.com