Contact Us
Frequently Asked Questions
ORDERS
Can I cancel my order after placing it?
Yes, as long as it hasn’t shipped. Contact us at contactovaelo@gmail.com as soon as possible with your order number. We process orders within 1-3 business days, and we can’t guarantee a cancellation once that window has passed.
Can I change my order (size, colour, quantity, address)?
We can usually make changes before the order ships. Email us with your order number and the change you need. Once it has shipped, we can’t edit it.
I made a mistake with my shipping address. What do I do?
Contact us immediately. If the order hasn’t shipped, we’ll update it. Once it has shipped, we can’t redirect it, so please double-check your address at checkout.
I ordered several items. Why did they arrive separately?
Items in the same order can ship from different locations, so they may arrive on different days. You’ll get tracking details for each parcel, and you won’t be charged extra shipping.
How do I know my order went through?
You’ll receive a confirmation email straight after payment. If you don’t see it within 30 minutes, check your spam folder, then contact us.
SHIPPING
How long will delivery take?
Delivery typically takes 5-12 business days after your order ships. This is an estimate, and times can vary with your location, customs, holidays, and carrier delays.
Is shipping free?
Yes, we offer free tracked shipping on all orders.
Where do you ship?
We ship worldwide.
How do I track my order?
We’ll email you a tracking number as soon as your order ships. Tracking can take 24-48 hours to show updates after the first scan.
Will I have to pay customs or import fees?
Depending on your country, import duties or taxes may apply. These are included in your order total at checkout.
My order hasn’t arrived. What should I do?
First check your tracking link and your delivery address. If your order hasn’t arrived within 15 business days of shipping, contact us at contactovaelo@gmail.com with your order number and we’ll investigate with the carrier.
RETURNS AND REFUNDS
What is your returns policy?
Unless noted otherwise, all sales are final.
How do I start a return?
Email contactovaelo@gmail.com with your order number and the reason for the return. We’ll reply with the next steps and the return address. Please don’t send items back before hearing from us, as returns without authorisation can get lost.
Who pays for return shipping?
We cover return shipping for faulty or incorrect items.
My item arrived damaged or faulty. What do I do?
We’re sorry about that. Email us within 30 days of delivery with your order number and a photo of the problem. We’ll arrange a replacement or refund.
When will I get my refund?
Once we’ve approved your refund, it’s issued to your original payment method. Your bank or card provider may take 5-10 business days to show it.
PRODUCTS
How do I use my product safely?
Follow the instructions included with your product. Our recovery products are designed for comfort and relaxation and aren’t medical devices. If you have a health condition, are pregnant, have an implant like a pacemaker, or are recovering from an injury or surgery, check with your doctor before use. Stop using a product if anything feels uncomfortable.
Are your products suitable for everyone?
Not necessarily. Please read the safety notes on each product page, and check with your doctor if you’re unsure.
How do I charge my product?
Rechargeable products come with a charging cable. Check the instructions in the box or on the product page for details.
PAYMENTS AND SUPPORT
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Shop Pay. Payments are processed securely at checkout, and we never see or store your full card details.
How do I contact you?
Email us at contactovaelo@gmail.com. We aim to reply within 1-2 business days.