Frequently Asked
Questions
Everything you need to know about shopping with Velar.
Orders & Shipping
How long does shipping take?
Standard delivery within Morocco takes 3–7 business days. International shipping typically takes 7–14 business days depending on the destination.
How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can also visit our Order Tracking page.
Do you offer free shipping?
Yes! We offer free shipping on all orders within Morocco. International shipping rates are calculated at checkout.
Can I change or cancel my order?
You may request changes or cancellations within 24 hours of placing your order by contacting support@velar.ma. After this window, we cannot guarantee modifications.
Products & Care
What materials are your products made from?
Our lamps are crafted from premium materials including brass, natural wood, hand-blown glass, and artisan ceramics. Each piece reflects Moroccan craftsmanship with modern design sensibilities.
How do I clean and maintain my lamp?
Gently dust with a soft, dry cloth. For brass finishes, use a brass-specific cleaner. Avoid harsh chemicals and abrasive materials. Detailed care instructions are included with each product.
Do your lamps come with bulbs?
Bulbs are not included to give you flexibility. We recommend LED bulbs with warm white (2700K–3000K) for the best ambiance.
Are your products handmade?
Yes, each Velar piece is handcrafted by skilled Moroccan artisans. Slight variations in finish and texture are a hallmark of authenticity and craftsmanship.
Returns & Refunds
What is your return policy?
You may return items within 14 calendar days of delivery. Items must be unused and in original packaging. See our full Return & Refund Policy.
How do I initiate a return?
Contact support@velar.ma with your order number and reason for return. Our team will guide you through the process.
When will I receive my refund?
Approved refunds are processed within 7–10 business days to your original payment method.
Can I exchange an item?
We don't offer direct exchanges. Simply return the original item and place a new order for the desired product.
Payments
What payment methods do you accept?
We accept credit/debit cards (Visa, Mastercard), bank transfers, and cash on delivery within Morocco. See our Payment Options page for details.
Is my payment information secure?
Absolutely. All transactions are processed through PCI-DSS compliant payment gateways with 256-bit SSL encryption.
Do you charge in Moroccan Dirhams?
Yes, all prices are listed in MAD (Moroccan Dirhams). International customers may see converted amounts from their bank.
Account & Support
Do I need an account to shop?
No, you can checkout as a guest. However, creating an account lets you track orders, save favorites, and enjoy faster checkout.
How can I contact customer support?
Email us at support@velar.ma. We respond within 24 hours on business days.
Do you offer wholesale or B2B pricing?
Yes! For wholesale inquiries, partnerships, or interior designer discounts, please contact us at support@velar.ma with your project details.