How can we help?

Yes. Veloura ships to customers around the world.

Orders are processed within 2–5 business days. Estimated delivery is usually 2–4 weeks depending on your location.

Once your order has been dispatched, you'll receive an email with your tracking number. Tracking updates may take a few days to appear — if you need help locating your parcel, contact us at veloura@veloura-art.com.

Please check your spam or junk folder first. If you still cannot find it, contact us at veloura@veloura-art.com.

Occasional delays may occur due to customs, holidays, or shipping carriers. Please contact us if your package is significantly delayed.

We use licensed or otherwise authorized artwork where required, and respect artists' intellectual property.

Each kit includes a printed canvas, color-coded diamonds, applicator pen, wax, tray, and reference chart.

Email us your order number, the missing DMC color number, and a photo of the chart if possible. Our support team will work with you to resolve the issue.

Please send photos of the packaging and product within 14 days of delivery, and we will review your case and arrange a suitable solution.

If your order has not entered processing or shipping, contact us as soon as possible. We will do our best to help.

Please see our Returns & Refund Policy. Faulty or incorrect items are eligible for assistance.

Email us at veloura@veloura-art.com. Customer satisfaction matters to us — our goal is to respond within 24 hours and provide fair, friendly support.