Frequently Asked Questions

Please contact us as soon as possible if you need to cancel your order or make changes to your order details or shipping address. We will do our best to accommodate your request before your order is processed or shipped. Once an order has been handed over to the carrier, changes or cancellations may no longer be possible. Customers are responsible for providing a complete and accurate shipping address at checkout.

You can redeem your Reward Program points for discounts on your order. The easiest way to access your rewards is to simply click the gift icon bubble to the right of the Checkout button in your shopping cart. From there, you can view your available points and redeem them for rewards. Apply your reward at checkout to enjoy savings on your purchase.

Promotions, discount codes, free gifts, and special offers may vary by sales channel and cannot usually be combined. Offers available on the VelaVora website may not be available through third-party retailers or other sales channels, and promotions offered through other channels cannot be applied to purchases made on our website. Please refer to the specific sales channel for the terms and conditions of its promotions.

Promotional offers may vary by sales channel, platform, and promotion, and offers from different channels generally cannot be combined. Certain promotions may also be unavailable when using other discount codes, coupons, or special offers.

For the best available offers, we recommend checking the VelaVora website before placing your order. When a free gift is successfully included with your order, it will generally be shown in your cart and reflected in your order confirmation email.

Our fulfillment team packs orders according to the corresponding packing slip. If a promotional gift is not shown on your cart, order confirmation, or packing slip at the time the order is placed, the order was not recorded as qualifying for that gift. This may mean the order did not meet the specific promotion requirements, the promotion was not available through the sales channel used, another offer or coupon prevented the promotion from applying, or the promotional item was manually removed from the cart.

Please always review your cart before checkout to confirm that any promotional gift you expect to receive is actually included in the order.

Once your order is shipped, delivery times are determined by USPS and may vary depending on the destination and local postal conditions. Any delivery estimate shown at checkout is an estimate, not a guaranteed delivery date. VelaVora cannot control, expedite, or guarantee USPS transit times after a package has entered the carrier’s network.

Once USPS has accepted your package, transit delays, routing changes, missed scans, and other carrier-related issues are outside VelaVora’s direct control. A package may be considered lost in transit when 15 or more days have passed since USPS first shows “In Possession of Item” or an equivalent acceptance scan with no further tracking updates or meaningful movement, or when USPS officially confirms that the package is lost or missing. Once a package qualifies, customers may choose a replacement or a refund for the affected order.

Priority Shipping Protection is an optional additional service that may be added to your cart and provides an expedited resolution process for qualifying lost-in-transit packages. If USPS tracking shows no meaningful movement for more than 7 business days, eligible customers may receive an expedited resolution. If the package is determined to be lost in transit, VelaVora will provide a replacement or other eligible resolution in accordance with the protection terms. This protection does not apply to packages marked as delivered, incorrect or incomplete shipping addresses, or delays solely because the package has passed its estimated delivery date.

Once your order ships, you’ll receive a shipping confirmation email with your tracking information. You can use the tracking number provided in the email to follow your package’s delivery status. Please note that tracking updates are provided by USPS and may not appear immediately after shipment.

Products must be unused, unopened, and in their original packaging, with all seals and protective films fully intact, to qualify for a return. Return requests must be submitted within 30 days of delivery. Opened or used semi-cured gel nail products cannot be returned under any circumstances.

Customers are responsible for return shipping costs. You may arrange return shipping independently or contact us to request a prepaid return shipping label. If you choose to use our return label, the applicable shipping cost will be deducted from your refund.

If your order qualified for a promotional gift or free item, the promotional item must also be returned (to prevent intentional misuse or abuse of promotional offers, such as placing an order primarily to obtain a free promotional gift and then intentionally returning the qualifying products while keeping the gift) if the returned items cause your remaining order value to fall below the qualifying promotional threshold. If the promotional gift is not returned in its original, unused, and unopened condition, the applicable value of the promotional gift will be deducted from your refund.

To request a return, please contact us with your order number and the reason for the return. Once your request is reviewed and approved, VelaVora will provide return authorization and the designated return address. Returns sent without prior authorization may be refused. Customers are responsible for return shipping costs.

Some products are not eligible for return or refund, including opened or used nail products, items without their original packaging, sale or clearance items, gift cards, Mystery Blind Box purchases, and Build Your Own Eco-Refill Packs. Promotional gifts may also need to be returned if required under the terms of the promotion. Please review our full Return Policy for details.Please review our full Return Policy for details.

We take product quality seriously. Our Gel Strips undergo quality checks before being sealed in light-blocking packaging to protect the gel from light exposure and preserve product integrity. We also work closely with our manufacturing partners to maintain strict quality standards. Once sealed, the packaging is not reopened during normal handling or fulfillment to avoid unnecessary exposure.

Despite these precautions, occasional issues may still arise due to shipping, storage, handling, fulfillment, or defects that go undetected during inspection. While uncommon, we want to make things right when they happen.

If you receive a damaged, defective, or incorrect item, please contact us within 30 days of delivery with your order number and clear photos of the product and packaging. Once your claim is reviewed and approved, we'll provide a replacement, store credits or full refund for the eligible items.

Your feedback helps us identify issues and continuously improve our quality-control and fulfillment processes.

VelaVora semi-cured gel nail strips are real gel nail products that are partially cured and designed for at-home application. After applying the strips to your natural nails, they are cured under a compatible UV/LED nail lamp to achieve a smooth, salon-style gel finish.

You may notice that some VelaVora Gel Strip packages have different labels on the back. We are currently transitioning from our original label design to an updated version with a color image to make it easier to identify the design you purchased.

During this transition, some products may still ship with the original label, while others may have the updated image label. Both label versions are part of our normal packaging process and do not indicate any difference in the product itself, including its age or quality.

We are gradually transitioning all products to the updated image label, so you may receive either version during this period. Please note that the color image on the updated label is provided for identification purposes only and is not intended to be an exact representation of the actual Gel Strips.

We make every effort to accurately represent our Gel Strips on our website, including through product photography and flat-lay images. However, colors may vary slightly from website images due to lighting, photography, camera and screen settings, viewing angles, glossiness, reflections, and other viewing conditions. The appearance may also vary when applied to a natural nail due to the Gel Strip’s shape, curvature, surface texture, and how it reflects light.

Colors or images shown on packaging, labels, inserts, or other printed materials are for identification and reference only and are not intended to exactly represent the actual Gel Strips. Printed colors may differ due to printing processes, ink limitations, resolution, label size, and differences between printed materials and the actual gel surface.

For the most accurate reference, we recommend reviewing the flat-lay product photo together with the other product images and product information before ordering. The actual product should be considered the final reference for color and appearance. Normal variations in color or appearance do not necessarily indicate a product defect and are not, by themselves, grounds for a refund, exchange, or replacement.

VelaVora offers multiple collections, each intentionally designed with a different thickness, structure, flexibility, and application experience. For example, our Essential and Design Collections feature a more structured feel, while our Signature Collection is ultra-thin and designed for a barely-there feel. Our Premium Collection offers a balanced, mid-thin profile with easy adjustment and natural C-curve alignment.

VelaVora gel strips can be gently adjusted to accommodate minor differences in nail shape and width, but they are not designed for significant stretching. Because our semi-cured gel strips are formulated with a firmer structure and limited elasticity, excessive stretching may cause the strip to become distorted or tear.

For the best fit, we recommend selecting the strip that most closely matches the width of your natural nail rather than relying on stretching to cover a significantly wider nail. If a strip needs to be stretched significantly to fit, we recommend choosing a larger size instead.

UV/LED Lamp (Required): VelaVora semi-cured gel nail strips must be cured under a compatible UV/LED nail lamp. Both UV and LED lamps can be used, provided they emit the appropriate curing wavelengths. Proper curing ensures a durable, glossy finish.
Base Coat (Not Required): No additional base coat is needed. Our gel nail strips are designed to be applied directly to clean, properly prepared natural nails.
Top Coat (Highly Recommended):While optional, a gel top coat enhances shine, durability, and longevity. For best results, apply 1–2 thin layers over fully cured strips, sealing the free edges without touching your skin or cuticles. Cure each layer under a compatible UV/LED lamp according to the top coat's instructions.

1.Prep Properly: Clean nails with the included prep pad to remove oil and moisture. Avoid hand cream or cuticle oil before application.
2.Choose the Right Size: Select a strip slightly smaller than your nail. Gently stretch if needed for a better fit.
3.Avoid the Cuticles: Leave a small gap between the strip and your cuticle to prevent lifting.
4.Press Firmly: Smooth from the center outward and use the wooden stick to secure the edges and remove air bubbles.
5.Trim, Cure & File: Leave about 1 mm of excess before trimming. Cure under a compatible UV/LED lamp, then gently file downward in one direction.
6.Apply Top Coat: For extra shine and durability, apply 1–2 thin layers over fully cured strips, sealing the free edges. Cure each layer for 60 seconds.

We recommend taking your time when removing gel strips and never pulling or peeling them off forcefully, as doing so may remove layers of the natural nail and cause unnecessary damage. Gently loosening the edges and allowing the adhesive to release gradually can help protect your natural nails. For easier removal, carefully lift an edge of the gel strip and work slowly across the nail. If the strip does not release easily, soak your nails in warm water for a few minutes to help loosen the adhesive. Should the strip still be difficult to remove, apply an appropriate nail-removal oil or remover around the edges and allow it time to loosen the adhesive before continuing. Do not force the strip off if it is still firmly attached. Taking a little extra time during removal can help keep your natural nails looking and feeling their best.

With proper application and curing, VelaVora semi-cured gel nail strips are designed to last up to 14 days. This is not a guaranteed wear time, as actual longevity varies depending on nail condition, application technique, lifestyle, and daily activities.

Frequent exposure to water, oils, chemicals, heat, or activities that put stress on your nails may shorten wear time. Improper application or incomplete curing can also affect durability.

For longer-lasting results, we highly recommend applying a compatible gel top coat over fully cured strips to help enhance durability and protect the edges. Be sure to cure the top coat according to its instructions.

Edge lifting or hair snagging usually occurs when gel strips are applied too close to the cuticle, overlap the surrounding skin, or don't adhere securely to the nail. Moisture, oils, and improper curing can also contribute.

To prevent lifting and hair snagging:

1. Clean & Dry: Remove all oil, moisture, and residue from your nails using the included prep pad.
2. Choose a Smaller Size: Select a strip slightly smaller than your natural nail to avoid overlapping the skin.
3. Leave a Small Gap: Keep the strip slightly away from your cuticle and surrounding edges to prevent lifting.
4. Press the Edges Firmly: Use the included wooden stick like a small rolling pin, gently rolling along the edges to secure the strip and improve adhesion.
5. Cure Properly: Ensure the strips are fully cured using a compatible UV/LED nail lamp.
6. Apply a Top Coat (Highly Recommended): Apply 1–2 thin layers over fully cured strips to help seal the free edges and improve durability. Cure each layer according to the top coat's instructions.

Extra Tip: Frequent exposure to water, oils, chemicals, or activities that put stress on your nails may also cause lifting. If a strip becomes significantly lifted, remove it gently rather than pulling or peeling it off.

VelaVora Gel Strips are semi-cured gel products, so light exposure can affect the gel before it is fully cured. To help maintain their original condition, keep unused Gel Strips sealed in their original light-blocking packaging until you are ready to use them. Store your Gel Strips in a cool, dry place away from direct sunlight, UV/LED lights, heat, and other strong sources of light. Avoid leaving opened strips exposed for extended periods, especially near a nail lamp or in direct sunlight, as premature exposure may cause the gel to harden or affect its application performance. For the best results, we recommend opening each set only when you are ready to apply it and keeping any remaining unused strips properly sealed and protected from light.

If you have a known sensitivity to gel nail products, we recommend reviewing the ingredients before use and considering whether Gel Strips are appropriate for you. Avoid using Gel Strips if you have a known allergy to any of the ingredients. When applying Gel Strips, avoid contact with the surrounding skin or cuticles, and make sure any exposed or uncured gel is kept away from your skin. If you experience redness, itching, or irritation, remove the product and discontinue use. If you are unsure whether Gel Strips are suitable for you, we recommend consulting a qualified healthcare professional before use.