FAQ

Frequently Asked Questions

Orders & Shipping

How do I place an order? Choose the VELTIAT serum, facial oil, face cream, eye cream, toner, or skincare item you would like to purchase, select any available options or variations, add it to your shopping cart, and proceed through the checkout steps. After your order has been submitted successfully, a confirmation email will be sent to the email address you provided at checkout.

Can I modify or cancel an order? If you would like to change or cancel an order, please contact us as soon as possible after completing your purchase. We will make reasonable efforts to help before fulfillment begins. Once an order has entered processing, packing, shipping preparation, or dispatch, however, we cannot guarantee that modifications or cancellations will still be possible.

How can I track my order? When tracking details become available, we will send a shipping confirmation to the email address associated with your order. Tracking updates may not appear immediately after a shipping label is generated. The timing and frequency of updates can also vary by carrier and destination.

How long will delivery take? Delivery times vary according to your destination and may also be affected by carrier operations, customs clearance, holidays, local delivery conditions, and other circumstances. Please refer to our Shipping Policy for current order-processing and estimated transit times. All stated delivery periods are estimates rather than guaranteed arrival dates.

What if my order arrives damaged, incorrect, or incomplete? Please contact us as soon as possible if your package contains a damaged, defective, leaking, incorrect, or missing product. To help us review the situation, please provide:

• Your order number

• Clear photographs of the product

• Photographs of the packaging

• A photograph of the shipping label, if available

• A short video if the issue involves the pump, dropper, cap, seals, or another product detail Our customer care team will review the information and advise you on the appropriate next steps.

Product Support

What does VELTIAT sell? VELTIAT offers a curated range of high-performance serums, facial oils, rich face creams, nourishing eye creams, and refreshing toners designed to bring radiance and vitality to everyday skincare routines. Our products are organised into three main collections: Modern Botanicals Collection Lightweight serums, facial oils, and balancing toners designed around clean formulations, botanical actives, and refined everyday skin rituals. Dreamy Dew Collection Soft, deeply hydrating, and soothing face creams and eye creams featuring plush textures, skin-barrier support, and pampering design elements. Whimsical Radiance Collection Expressive and transformative skincare treatments featuring potent active ingredients, silky textures, and luxurious packaging. Available formulations and products may change as new collections are introduced.

Do materials and finishes vary between VELTIAT products? Yes. Bottle designs, dropper mechanisms, pump dispensers, jar types, and packaging can differ depending on the individual product. Because of manufacturing and natural ingredient harvesting processes, minor variations may occur in:

• Texture

• Scent or natural aroma

• Colour or natural batch tint

• Bottle or jar finish

• Label appearance

• Packaging details Small differences between individual products or production batches are possible and do not necessarily mean that an item is defective.

Will my skincare product look exactly like the product photos? We make reasonable efforts to present product packaging, bottle designs, dropper styles, and textures accurately. However, slight differences may occur because of screen settings, lighting, photography, natural variations in botanical ingredients, production batches, and normal manufacturing variations. Please check the individual product page for information specific to the item you are purchasing.

How should I care for my VELTIAT skincare products? Care requirements may differ between products, but general recommendations include:

• Handle glass bottles and jars carefully

• Avoid dropping or striking containers against hard surfaces

• Take extra care with precision droppers and pump mechanisms

• Use clean hands or appropriate spatulas when applying creams

• Follow any product-specific storage instructions

• Securely close caps, pumps, and dropper lids after each use

• Avoid exposing products to extreme heat, direct sunlight, or freezing temperatures

• Stop using a product if it develops significant compromise, contamination, or damage that could affect safe use Always follow any care instructions provided on the individual product page or with your item.

How should I care for droppers, pumps, caps, and seals? For products containing dispensers or additional components:

• Handle removable pumps and droppers carefully

• Avoid twisting or forcing delicate dispensing parts

• Check caps and seals before use

• Clean individual components according to their applicable care instructions

• Avoid abrasive cleaning materials

• Store removable accessories safely when they are not being used Please refer to the applicable product page for additional care information.

What should I do if a dropper, pump, cap, or seal has a problem? First inspect the product carefully and avoid forcing, bending, or modifying the affected component. Where relevant, check that:

• The pump lock or dropper cap is correctly positioned

• The dropper or pump assembly is properly screwed on and sealed

• Removable components are correctly attached

• There are no visible cracks, leaks, or damaged areas If the problem continues, please contact our customer care team for assistance.

Are VELTIAT products suitable for sensitive skin? Suitability for different skin types and potential sensitivities can vary between formulations. Always review the individual product description, ingredient lists, and any accompanying care or usage instructions before use. If you have known allergies or sensitive skin, we recommend performing a patch test before incorporating a new skincare product into your regular routine.

Can VELTIAT products be used in extreme temperatures? Please follow the storage recommendations provided for the individual product. Unless a product is specifically described as suitable for particular environmental conditions, we recommend protecting skincare formulas and glass containers from extreme heat, direct sunlight, freezing temperatures, and other conditions that could compromise product stability or integrity.

Are the listed volumes and capacities exact? Measurements, fill capacities, and weights displayed on our website are intended as useful references. Minor differences can occur because of manufacturing processes, container variations, or measurement techniques. Please review the individual product page for product-specific specifications.

Returns & Warranty

How do I return a product? Before sending an item back, please review our Return Policy and contact us for the applicable return instructions. Products returned without prior authorization or without following the instructions provided may not be accepted.

Does VELTIAT provide a warranty? Eligible VELTIAT products are covered by a 90-day limited warranty against qualifying defects in materials, packaging, dispensers, or workmanship under normal intended use. Where a warranty applies, its duration, coverage, and applicable conditions will be stated on the relevant product page, accompanying product information, order documentation, or our Product Support & Warranty information.

What should I do if my product develops a problem? If you experience an issue involving a bottle, jar, pump, dropper, seal, or another product feature, avoid forcing, repairing, or modifying the affected area before contacting us. If assistance is needed, email: service@veltiat.com Please provide:

• Your order number

• Product name

• A short description of the problem

• Clear photographs where relevant

• A short video demonstrating the issue where possible Providing these details can help our customer care team review your request more efficiently.

Payments

Which payment methods are available? The payment options currently available to you will be displayed during checkout. Prices on veltiat.com are displayed and processed in U.S. dollars (USD). Available payment methods may differ according to your location, device, and the payment services available when your order is placed.

Is my payment information secure? Payments are handled through the payment methods and payment-service providers presented during checkout. VELTIAT will not ask you to send complete payment-card information through ordinary email or customer-support messages. Please see our Payment & Security information for additional details.

Product Information

Where can I find specifications for a particular skincare product? Detailed information is provided on each individual product page and may include:

• Volume or capacity

• Key ingredients and formulation details

• Bottle or jar materials

• Colour, texture, and scent description

• Included droppers, pumps, caps, or accessories where applicable

• Storage and care instructions

• Recommended use and application steps Because features differ between formulations, please review the applicable product page before purchasing.

Can the scent, colour, or texture look and feel slightly different between batches? Slight differences are possible. Because our skincare products incorporate natural botanical extracts and active ingredients, subtle variations in natural scent, tint, or texture can occur between production batches. These differences are normal and do not indicate a defect.

Will every glass bottle or container have an identical finish? Not necessarily. Glass bottles, jars, pumps, and droppers featuring specialized coatings, finishes, or packaging details may show minor variations between individual pieces or production batches. These differences can occur naturally as part of the manufacturing process and do not necessarily indicate a defect.

Contact Us

For assistance with an order, shipping, returns, product care, product specifications, warranty support, or product use, please contact: Email: service@veltiat.com For order-related enquiries, please provide your order number whenever possible. For product assistance, including the product name and a brief description of your question or issue will help our team respond more efficiently.

Brand: VELTIAT Website: veltiat.com Legal Entity: Shenzhen Aimeiyan Network Technology Co., Ltd. Registered Address: Room 712, Huashenghui Commercial Building, Jinhai Road, Yantian Community, Xixiang Subdistrict, Bao'an District, Shenzhen Unified Social Credit Code: 91440300MAEDWMCG6H Customer Support Email: service@veltiat.com

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