Customer service phone: +852 3468 6640
Business identity: Velnoriva is owned and operated by Nanjing Yuzhitujiang Technology Co., Ltd.
Business address: Room 502, Wanhao Building, No. 215 Zhongshan North Road, Gulou District, Nanjing, Jiangsu Province, China.
Customer support: service@velnoriva.com.
Velnoriva creates practical travel objects for people who prefer a calmer, more considered way to move through a day. The questions below cover ordering, delivery, returns, product care, payments, and support.
What is Velnoriva?
Velnoriva is an independent travel-accessories store focused on compact organisers, cases, and carry pieces for everyday journeys. We aim to make small essentials easier to find, protect, and reset after use.
How do I choose the right product?
Start with the product photos, dimensions, materials, capacity notes, and care guidance on the product page. Think about the items you carry most often and whether you need visibility, protection, or a compact format. If you are unsure, email service@velnoriva.com with the items you want to carry.
How quickly will my order ship?
Orders are normally prepared within 1-2 business days after payment is confirmed, excluding weekends and public holidays. The delivery option and estimated arrival window are shown at checkout. The estimate can change because of carrier capacity, customs, weather, or address issues.
When will I receive tracking?
Tracking is emailed when the parcel is accepted or scanned by the carrier. A new tracking number may take a short time to show movement. If the status has not changed for seven calendar days, contact us with your order number.
Can I change or cancel an order?
Contact us as soon as possible at service@velnoriva.com. We can review requests before fulfilment begins, but cannot guarantee a change or cancellation after an order has been packed or dispatched.
What is your return window?
Unused items may be eligible for return within 30 days after delivery. Contact us before sending anything back and review the Returns & Refunds policy for condition, shipping, and refund details.
What if my item arrives damaged or incorrect?
Keep the item and packaging, then email the order number and clear photos of the product, packaging, and label. We will review the issue and provide the remedy required by applicable consumer law.
What payment methods are available?
Available payment methods are shown at checkout and may vary by country, device, and eligibility. Payment details are handled by Shopify and the relevant payment provider; Velnoriva does not receive complete card numbers.
Will I pay customs or import charges?
For international orders, duties, local taxes, brokerage fees, or customs charges may be payable by the recipient unless checkout explicitly states otherwise. These amounts are controlled by the destination country.
How should I care for my travel accessory?
Follow the care guidance on the individual product page. Unless a product page says otherwise, keep the item dry, avoid harsh chemicals, do not overload closures, and spot clean gently. Store the piece uncompressed when it is not in use.
How do I contact support?
Email service@velnoriva.com with your order number, the email used at checkout, and a clear description of the request. We will reply with the next practical step.