Frequently Asked Questions

veloQ strives to bring the cycling lifestyle into moments of the daily life with products that speak to the heart of every cyclist.

VeloQ is dedicated to creating quality items that express the joy and energy of cycling wherever you are. Whether you’re commuting, relaxing with a coffee, or exploring new places, veloQ keeps the spirit of cycling close, connecting you with a community that shares the same passion as you.

Founded by the love for cycling and adventure which united a couple, veloQ is about belonging to a community that values health, connection, and the thrill of an active outdoorsy lifestyle.

We accept a variety of secure and convenient payment methods, including:

• Major Credit & Debit Cards: Visa, Mastercard, American Express, and Discover.
• Digital Wallets: Options like Apple Pay, Google Pay, and Shop Pay for a seamless checkout.
• Additional Payment Options: Depending on your region, you may also be able to use methods like PayPal or Klarna.

If you’re unsure whether a specific payment method is available, feel free to contact us for assistance!

Follow us on social media and be ready for some surprises.

We aim to deliver your orders efficiently and on time. Here’s what you need to know:

• Processing Time: Orders are typically processed within 2–5 business days.
• Shipping Times: Delivery times depend on your location and the shipping method. Respective shipping costs will be displayed when you fill you address in the checkout.
• Tracking Your Order: After your order is shipped, you’ll receive a confirmation email with a tracking link to monitor its progress.

 

Please be aware:

• Keep in mind that our production time can increase depending on the demand.
• We cannot guarantee delivery dates and accept no responsibility, apart from advising you of any know delay, for proucts that are delivered after the estimated delivery date.
• The costumer is fully responsible for any Duties or Taxes on international shipments.

Once your order is shipped you will receive in your email a tracking link.

We cannot accept returns. If you are not happy and believe there is an issue with your order, please contact us within 30 days of receiving your item, and we will work to resolve the issue.

Incorrect address

If you provide us with an incorrect address, or cannot receive the order and it is returned, we will ask you to contribute to the cost of redelivery. Depending on where you are in the world this could be in the range of 5–10€.

Lost in transit

Please wait until 15 working days before reporting an item lost. Then get in touch and we will send out a replacement. 

Damaged orders

We aim to ensure full satisfaction with your order and to allow us to offer a quicker response time to our customers we operate a photo returns policy for any goods received in damaged condition.

Contact us (veloqcc[@]gmail.com) with your order number and a description of the damage to your product and attach a photographic evidence detailing the damage of the product. We will contact you to arrange a refund or send a replacement item as required.

We are committed to protecting your personal information and maintaining the highest standards of security. Here’s how we ensure your data stays safe:

• Secure Payments: All transactions are processed through trusted payment gateways using advanced encryption to keep your payment details private and secure.
• Strong Data Protection Standards: We comply with international data protection laws, such as GDPR and CCPA, to ensure your personal information is handled responsibly.
• Encrypted Website: Our site uses SSL (Secure Socket Layer) encryption, which protects all data shared between your browser and our website.
• Responsible Data Use: We use your personal information only to fulfill orders, communicate with you, and improve your shopping experience. We never share or sell your information to third parties.

We take your privacy seriously and are committed to protecting your personal information. Here’s how we handle your data:

• Information We Collect: We collect only the necessary details to process your order and enhance your shopping experience, such as your name, contact information, payment details, and shipping address.
• How We Use Your Data: Your personal information is used solely to process orders, provide customer support, and communicate with you about your purchase. We do not sell or rent your personal information to third parties.
• Data Security: We use industry-standard security measures, including SSL encryption, to protect your information during transactions.
• Third-Party Services: We may share your information with trusted third parties (like shipping providers or payment processors) solely to fulfill your order, but we ensure they comply with strict privacy standards.
• Your Rights: You have the right to access, update, or request the deletion of your personal information at any time.
• Cookies and Tracking: Our website uses cookies to enhance your browsing experience and analyze website performance. You can control or disable cookies through your browser settings if you prefer.