FAQ

Frequently Asked Questions

Clear answers about orders, shipping, returns, warranty, and payments — for customers in the United States and Spain.

How long does order processing take?: Order processing takes 1–3 business days. Every watch undergoes quality inspection before shipment.
Can I change or cancel my order?: If your order has not shipped yet, contact us as soon as possible at sac@velorumwatches.com. Once shipped, changes or cancellations may no longer be possible.
Will I receive order confirmation and tracking?: Yes. You will receive an order confirmation after checkout and a separate email with tracking information once your order ships.

Where do you ship?: Velorum Watches currently ships to customers in the United States and Spain.
What are the delivery times?: United States: 3–7 business days after dispatch.
Spain: 5–10 business days after dispatch.
Do you offer free shipping?: Yes. We offer free standard shipping for all orders shipped to the United States and Spain.
Can I track my order?: Yes. All orders include tracking, which will be sent to you by email once your package ships.
What if my package is delayed, lost, or damaged?: Please contact us within 7 days of the last tracking update or delivery confirmation so we can assist with a carrier investigation or solution.

What is your return policy?: Returns are accepted within 30 days of delivery for unworn items in original condition with all packaging included.
How do I request a return?: Email sac@velorumwatches.com with your order number and reason for return. Our team will guide you through the next steps.
Do you offer exchanges?: Yes. Exchanges are available depending on product availability, or we can assist with a return and new order.
Are return shipping costs covered?: Return shipping costs may apply unless the product arrived damaged or defective.
When will I receive my refund?: After inspection, refunds are issued to the original payment method. Processing by banks may take up to 7 business days.

Which payment methods do you accept?: Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay.
Is my payment information secure?: Yes. All payments are encrypted and processed securely. Velorum Watches does not store full credit card details.
Are taxes and duties included?: Applicable taxes are calculated at checkout. For Spain, customs duties are included whenever possible; in rare cases, local authorities may require additional charges.

Do your watches include a warranty?: Yes. All Velorum Watches include a 1-Year Limited Warranty covering manufacturing defects.
What is not covered?: Normal wear and tear, accidental damage, misuse, water damage beyond rated resistance, or unauthorized repairs.
How do I submit a warranty claim?: Email sac@velorumwatches.com with your order number, issue description, and supporting photos or videos.

How should I care for my watch?: Avoid strong impacts, chemicals, extreme temperatures, and prolonged water exposure. Clean regularly with a soft cloth.
Do you sell replacement straps?: Yes. Strap availability varies by model. Contact our support team for assistance.

If you need assistance, please email us at sac@velorumwatches.com.

Business hours: Monday–Friday · Response time: 24–48 business hours

Last updated: November 25, 2025