Frequently Asked Questions

How does the Trilogy Facial Hair Removal Kit work?

The kit is a three-step routine: it prepares the hair, removes unwanted hair, and concludes with a soothing treatment. Always follow the times and methods indicated in the product instructions.

What are the 3 steps in the kit?

The first step prepares the area to be treated, the second removes the hair, and the third helps leave the skin soft and comfortable after treatment.

Does it work on white, gray, or red hair?

Yes, the formula is not dependent on hair pigment and can also be used on white, grey or red hair.

Is it suitable for sensitive skin?

The formula is designed to be gentle on the face. Please follow the instructions carefully and discontinue use if you experience discomfort or an adverse reaction.

Does it have the typical strong smell of hair removal creams?

The formula is designed with a more delicate fragrance compared to many traditional depilatory creams.

Is the kit vegan and cruelty-free?

Yes, the kit is cruelty-free and formulated with attention to skin and animal welfare.

Does it also help with ingrown hairs?

This routine is designed to remove hair evenly and help keep your skin smoother. For specific needs, always consult the product instructions.

Can I use it during pregnancy?

Product use is not recommended during pregnancy.

What payment methods do you accept?

Payment is securely processed by Stripe. Credit and debit cards, Apple Pay, Klarna, and other methods displayed for your order are available at checkout.

Can I modify or cancel my order?

You can manage your order from the portal available in the website footer. If the order is already being prepared, please contact support immediately, providing your order number.

Where do you ship and what are the shipping costs?

We ship throughout Europe. Shipping to Europe is free.

How long does my order take to arrive?

We carefully prepare each order in about 3-4 days. After shipping, please allow up to 6 days for delivery.

How can I track my order?

You can track the status of your shipment from the Track Your Order page. You will also receive tracking information once your package is handed over to the courier.

What is your return policy?

You have 60 days from receipt of the product to request a return. Eligible products must be unused, complete with original packaging, and authorized by support before return shipment.

Upon receipt, the return is inspected. If the item is found to be used, incomplete, or without its original packaging, the refund will not be approved, and Vellea reserves the right to return the item to the sender, with shipping costs borne by the customer.

Who pays for return shipping?

Return shipping costs are the customer's responsibility. We recommend using trackable shipping and not sending the product without having received instructions from support.

If the return does not meet the specified conditions, Vellea may refuse the refund and return the item to the sender, with shipping costs borne by the customer.

How do I request a refund?

Email support@velleabeauty.com including your order number, the email address used for the purchase, and the reason for your request. Our support team will guide you through the next steps.

Refunds are assessed after inspection of the returned items: used, incomplete, or items without their original packaging are not refundable and may be returned to the sender at the customer's expense.

What should I do if the product arrives damaged?

Contact support within 7 days of delivery, providing your order number and attaching photos or videos of the damaged product and packaging.

How can I contact Vellea support?

Email us at support@velleabeauty.com. To help us respond more quickly, always include your order number when your request relates to a purchase.