Faqs
Orders
Can I cancel my order?
Yes, if the parcel has not been handed to the carrier. Email service@velorasnow.com with your order number. Once a tracking number has been issued, we cannot cancel; you may use the Return Policy after delivery.
Do I need an account to buy?
No. You can check out as a guest. Creating an account is optional and free.
What payment methods do you accept?
We accept PayPal at checkout. You can pay with your PayPal balance or with a card saved in your PayPal account. We do not offer a separate credit-card form on velorasnow.com, and we do not take orders by phone. All payments are processed on a secure HTTPS checkout.
Shipping
Where do you ship, and how long does it take?
We currently ship to the United States only. Processing takes 1–3 business days. After dispatch, standard transit is typically 6–10 business days. See the Shipping Policy.
Do you offer free shipping?
Yes. Orders of $199 USD and over ship free to the United States via standard shipping. Orders under $199 are charged $14.99.
Where does my order ship from?
From our fulfillment center in Hefei, China. We email tracking when the parcel ships. “In stock” on a product page means we can accept the order; it is not same-day local delivery.
Will I pay customs or extra tax?
Prices are in USD. US sales tax may be added at checkout where required. Any import duty charged by customs is the customer’s responsibility unless we state otherwise. See the Shipping Policy.
Returns and sizing
How do I return an item?
Email service@velorasnow.com within 30 days of delivery. Wait for written approval and a return address, then ship within 7 days of approval. You cannot return an item until customer service has approved it by email. Full steps are on the Return Policy page.
Who pays return shipping?
You pay return shipping for change of mind or size exchange. We pay if the item is defective, damaged in transit, or we sent the wrong item.
When will I get my refund?
After we inspect the return, we refund your original PayPal account within 5–8 business days. PayPal may take additional time to show the credit in your PayPal balance or on the card linked to PayPal.
The fit looks oversized. How should I choose a size?
Many of our jackets and pants are regular or relaxed so you can layer. Check the Fit & Size guide and the product page. If you are between sizes or plan to wear a thick mid-layer, consider the larger size. Email us with your height, weight, and usual clothing size and we will advise.
Products
What does 10K waterproof mean?
It is a lab rating for how much water pressure the fabric can resist before leaking. A 10K / 10K label means 10,000 mm waterproof and 10,000 g/m²/24h breathable, as stated by the supplier. 8K ratings are also used on some styles. Always read the product page. Ratings are not a guarantee for every weather condition; seam taping, zippers, and wear also matter.
Are you the official NANDN or COSONE store?
No. Velora Snow is an authorized multi-brand retailer operated by Hefei Nuorui Information Technology Co., Ltd. We sell snowwear from several suppliers, including NANDN, COSONE, and other brands we are authorized to offer. We are not any single brand’s official website or flagship store.