FAQ's

Our Products

Can I custom order a scarf?
Vela currently only accepts custom orders for bridal scarves. All the products you see online are available in the colors and fabrics shown.
What if the item I purchased is not exactly identical to what I see online?
All items are hand made at Vela. This means that no two items are exactly the same. There may be slight variations in thread color, fabric color and fabric texture. We promise, however, that any variations are slight and minimal.
What if the item I want is out of stock?
Vela's team is small, hard working, and dedicated. All of our products are currently made by hand in the United States. As a result, our quantities may be low at times. However, Vela will work hard to ensure that products are restocked frequently so that you can complete the perfect outfit.

Our Company

When was your company founded?
While the idea for Vela came to founder, Marwa Atik in 2009, the company was not officially launched until 2010 when she partnered with her sister Tasneem Atik Sabri.
Where are your products made?
Most Vela products are hand made in the United States of America (otherwise stated on garment tag).
To whom can I submit my ideas or suggestions?
Your feedback is very important to us. Please email us at sales@velascarves.com with your ideas or product suggestions.

Payment

What are the methods of payment?
Vela uses PayPal to process all orders. You may pay with your Visa, Master Card, Discover Card, or American Express credit or debit cards. You may also use your PayPal account.
Do you need a PayPal account to make purchases?
No. You may make purchases using your Visa, Master Card, Discover Card, or American Express credit or debit cards.
How are orders processed?
Your payment for each purchase is processed securely by PayPal.
- PayPal employs industry-leading encryption and fraud prevention tools.
- PayPal will follow up with a confirmation email every time you make a payment.
- PayPal never divulges your financial information to anyone, not even us!
How is my financial information protected?
Protecting your personal financial information is very important to us, which is why we use PayPal to process our orders. PayPal uses Secure Sockets Layer (SSL) to encrypt and protect all information transmitted to them during your order. Once your order is charged PayPal will remove your financial information from its servers to ensure your security. PayPal never divulges your financial information to anyone, not even us!

Shipping

How long will it take to receive an item?
At Vela, we work hard to fill your orders in a timely fashion, and most orders are shipped within 5-7 business days. Once your order is processed, the shipping time varies based on the shipping method that is chosen. 
Please keep in mind that during SALE periods, this time can be a little longer. 

Return Policy

What is your return policy?
We take pride in our products and want your shopping experience with Vela to be the best. If, however, you are not completely satisfied with your order, we will gladly exchange your items. Items must be received within 14 days for an exchange. Once we receive the items, we will issue an exchange for a new product of choice within 48 hours. We do not pay for shipping costs of returning your item unless the return is to be made based on an error from our end (for example you received the wrong item). All exchanged items must be in new condition. We will not accept any items with pinholes. For exchanges contact us at: care@velascarves.com

Privacy Policy

What happens to my personal information after I place an order?
Vela takes your privacy seriously and under no circumstances will we sell or loan your personal information to third parties. Contact information that we collect from the order form and feedback form are used to send orders to our clients and to reply to their inquiries. We never use this information as advertisement, and we never sell or share this information with third parties.

Questions

How can I contact you with further questions?
Please email us at sales@velascarves.com for answers to any questions you may have.

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