Delivery & returns

Where we shipWe ship worldwide. Available delivery options, costs and estimated times for your country are shown at checkout before you pay.

Processing timeOrders are packed and dispatched within 1–2 business days. Orders placed on weekends or public holidays are processed on the next business day.

Delivery timesSingapore & Malaysia: standard 3–5 business days, express 1–2 business days.
Other countries: delivery times depend on the destination and are shown at checkout.
Delivery options and costs are shown at checkout before you pay.

Duties & taxesFor international orders, import duties and local taxes may be charged by your country's customs on delivery.

TrackingEvery order is shipped with tracking. Once your order is on its way, you'll find the tracking number in your account under Orders.

Delayed, lost or damaged parcelsIf your parcel is late, goes missing or arrives damaged, contact us within 7 days of the expected delivery date and we'll make it right.

Club & team ordersLarge or custom team orders may have different lead times. We'll confirm the timing with you before you pay.

14-day returnsChanged your mind? You can return unused items within 14 days of delivery for a refund or an exchange. Items must be in their original condition and packaging, with all tags and labels attached.

How to return an item1. Contact us at hi@velnuz.com or through our Contact page with your order number and the item(s) you'd like to return.
2. We'll reply within 1 business day with your return instructions.
3. Pack the item securely and send it to the address we provide.
4. Once it arrives and passes inspection, we'll process your refund or exchange.

ExchangesNeed a different size or colour? We'll swap it for you, subject to stock. If your new choice isn't available, we'll refund you instead.

RefundsRefunds are made to your original payment method within 5–7 business days of us receiving your return. Original shipping charges are non-refundable, except for faulty or incorrect items.

Return shippingFor change-of-mind returns, return shipping is paid by the customer. For faulty, damaged or incorrect items, we cover the full cost.

Faulty, damaged or wrong itemsIf something arrives damaged, faulty or isn't what you ordered, tell us within 7 days of delivery and include a photo. We'll send a replacement or give you a full refund, at no cost to you.

6-month quality guaranteeEvery VELNUZ product is tested by players before it launches. If a product develops a manufacturing defect within 6 months of delivery under normal use, we'll repair, replace or refund it.

Items we can't accept for return• Items that have been used, washed, restrung or damaged after delivery
• Opened hygiene items such as socks and overgrips, unless faulty
• Personalised or custom team orders, unless faulty
• Normal wear and tear from play, such as broken strings, worn grips or scuffed frames

Questions?We're happy to help. Email hi@velnuz.com or message us on WhatsApp.

Last updated: 24 September 2026