FAQ

We're Here to Help

We believe shopping for intimate wellness should feel simple, comfortable and reassuring. Here you'll find answers to some of the questions we receive most often.

Orders & Shipping

Where does Velasens ship from?

Velasens is a Swedish brand working with carefully selected international suppliers and fulfillment partners. Our products are shipped from international warehouses.

How long does delivery take?

Orders are typically processed within 1–2 business days, followed by an estimated delivery time of 8–12 business days.

Delivery times may vary depending on your location and local shipping conditions.

Can I track my order?

Yes. Once your order has been dispatched, you'll receive a shipping confirmation email with a tracking number.

I haven't received my order confirmation. What should I do?

Please check your spam or junk folder first. If you still can't find it, contact our customer care team and we'll be happy to assist.

Returns & Refunds

Do you offer a 30-day return policy?

Yes. We offer 30 days to request a return from the date your order is delivered, subject to our return conditions.

Can I return an intimate wellness product?

For hygiene and safety reasons, intimate wellness products must be unused, in their original packaging and with any hygiene seal intact to qualify for a change-of-mind return.

This does not affect your statutory rights if a product is defective.

Who pays for return shipping?

Customers are responsible for return shipping costs when returning an item due to a change of mind.

For approved claims involving defective products, Velasens covers the necessary return shipping costs.

When will I receive my refund?

Approved refunds are issued to the original payment method within the applicable 14-day refund period. Your bank or payment provider may require additional processing time.

Products & Care

Are Velasens products beginner-friendly?

Yes. Our collection includes options for different preferences and experience levels. Explore what feels right for you, at your own pace.

How should I clean my product?

Follow the care instructions provided with your product. For compatible devices, gentle cleaning with warm water and mild soap is generally recommended before and after use.

Can I use lubricant with my device?

We generally recommend a water-based lubricant, but always check your product's specific care instructions for compatibility.

Are all Velasens products waterproof?

Water resistance varies by product. Please check the individual product description and care instructions before exposing your device to water.

Privacy & Customer Care

Is shopping with Velasens discreet?

Your privacy matters to us. We treat your personal information with care and aim to make every part of your shopping experience respectful and comfortable.

How can I contact Velasens?

You can reach our customer care team through our Contact Us page for assistance with products, orders, shipping and returns.

Still Have Questions?

We're always happy to help you find the information you need.

Your comfort matters. At your own pace.