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TERMS & CONDITIONS

CUSTOMER CARE

At Veloura Make, we are committed to providing transparent, efficient, and respectful customer service. This Customer Service Policy outlines how we communicate with and support our customers.

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1. Customer Support Channels

We offer the following support channels:

All enquiries are handled by a trained team, ready to assist with clarity and efficiency.

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2. Service Hours

Our customer service operates on business days:

  • Monday to Friday

  • Hours: 9:00 AM to 6:00 PM (UK time)

Messages received outside these hours will be answered on the next business day.

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3. Response Time

We aim to respond within:

  • Emails: up to 48 business hours

  • WhatsApp & Live Chat: as quickly as possible during service hours

Our goal is to provide fast responses and effective solutions.

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4. Quality of Service

At Veloura Make, we ensure:

  • Polite and respectful communication

  • Clear and accurate information

  • Full support throughout the customer journey

  • Commitment to resolving any issues presented

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5. Customer Support Scope

We provide assistance with:

  • Product information

  • Order tracking

  • Payment-related queries

  • Delivery-related questions

  • Returns and exchanges

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6. Customer Responsibilities

To ensure efficient service, we kindly ask customers to:

  • Provide accurate and complete information

  • Maintain respectful communication

  • Share order details when required

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7. Our Commitment

Our commitment is to ensure every customer has a safe, transparent, and satisfying experience.

We continuously work to improve our services and strengthen trust in our brand.

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✨ At Veloura Make, great service is not just a duty — it’s part of who we are.

PRIVACY & SAFETY

At Veloura Make, your privacy and data security are our top priorities. We are committed to protecting all personal information provided by our customers, ensuring transparency, responsibility, and trust in every interaction.

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Information Collection

We collect only the information necessary to process your orders and improve your shopping experience, such as your name, address, email, and payment details.

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Use of Information

Your data is used for:

  • Order processing and delivery

  • Customer support and communication

  • Improving your website experience

  • Sending updates and offers (when authorised)

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Data Protection

We use secure technologies and advanced protection protocols to ensure your information is protected against unauthorised access, loss, or misuse.

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Information Sharing

We do not sell or share your personal data with third parties, except when necessary for:

  • Payment processing

  • Shipping and logistics

  • Legal obligations

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Cookies

We use cookies to enhance your browsing experience, personalise content, and better understand user behaviour on our website.

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Your Rights

You have the right to access, correct, or request the deletion of your personal data at any time.

 

Our Commitment

We continuously work to maintain the highest security standards, ensuring your experience remains safe and trustworthy.

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✨ At Veloura Make, your privacy is respected and your security is protected.

PAYMENT METHODS

PAYMENT METHODS

  • Credit / Debit Cards

  • ​PAYPAL

  • Offline Payments

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