Monday - Friday: 9:00 - 17:00 (Amsterdam time zone, GMT+1)
At Velida we strive for an optimal customer service in which the interests of our customers come first. Do you have a question, comment or complaint? Please contact us ! We try to respond within a maximum of two working days.
Your order
In this case, it is best to contact customer service. We will then help you further. Please let us know your contact information you used to place a purchase and the attached order number so we can help you quicker.
Of course! If you have not received confirmation within 24 hours, please contact us. We will then find out what is wrong.
We do not have a minimum order value. However, accessories are excluded from free shipping. Free shipping applies to other products.
This is possible, please contact customer service before 17:00! Then someone will be available to help you with this.
Dispatch
All orders placed before 10pm will be delivered the next day (excluding weekends).
If an order is placed after 22:00, your order will be delivered the next day (also here, excluding weekends).
Depending on the delivery address we will ship orders via UPS, DHL and PostNL
Returns
You can return a product to us if:
The item is unused;
The article shows no signs of use;
The item has been viewed/tried out in the same way as it would be in a store;
The article is not a custom-made product.
Please use a returns point of your choice to safely return the product to us.
To return products, please contact customer service. We will then help you return your order.
Currently, the pressure on delivery services is very high. To prevent waste and unnecessary shipments, returns are at the expense of the customer.
Warranty
The adhesive strip comes loose for no reason or has dried out.
Manufacturing defects or transport damage (provided that this is reported immediately).
In both cases, please contact customer service and send additional information such as photos and videos. This will allow customer service to quickly assess the situation and offer a suitable solution.
Incorrect use or installation
Removing and re-gluing moldings.
Damage caused by incorrect cutting or removal of moldings.
We ask for photo evidence and then offer an appropriate solution: replacement or refund.
You have a 14-day cooling-off period for online purchases. For more information about returns, please read this specific section on this page.
Legal warranty means that you can count on a good product.
In the event of a defect that is not your fault, we will provide a free replacement or refund.
Problems & defects
Send us photos of the situation. We will assess whether it is a defect or an installation error and find a solution together.
Send photos and we will assess whether it is a production error. In that case, you will receive a replacement or your money back.
This is not covered by the warranty, but we are happy to help. View our manual on installation: on the page velida.nl/pages/hoe-montage-ik-sierlijsten-en-hoe-maak-ik-bogen
Can't figure it out? Then contact us! We're happy to think along with you.
Questions and complaints
At Velida we strive for optimal customer service. Do you have a specific question that is not covered here? Please contact us.
Damage or incorrect delivery
Is the order damaged? Contact us via the contact form.
If you receive an incorrect item or the product is defective upon arrival, please inform us within 48 hours. In this case, we will reimburse the return costs and, if in stock, we will send the correct product as soon as possible.
Tell us what the problem is, send a photo together with your order number to klantenservice@velida.nl
Complaints
Is something wrong or are you dissatisfied? Please contact us . We can then work together to find a solution.