FAQs

Calm Support. Clear Answers.

At Vilero, we believe your self-care journey should feel simple, soothing, and effortless — just like the rituals you create at home.

Below, you’ll find answers to our most common questions about orders, shipping, and support.
If you ever need assistance, we’re always here for you.

GENERAL FAQs

How do I place an order?

Browse our collections, choose the products that fit your routine, and add them to your cart. When you're ready, click Checkout and follow the simple steps to complete your purchase.

What payment methods do you accept?

We accept major credit and debit cards, PayPal, and other secure payment methods available at checkout.

Is my personal information secure?

Yes. Your information is protected using advanced SSL encryption to ensure a safe and secure shopping experience.

Do you offer any discounts?

Yes, Enjoy 10% off your first order when you subscribe to our email community. Your exclusive code will be sent directly to your inbox.

Do you offer gift cards?

Yes — digital gift cards are available and can be redeemed at checkout. Perfect for gifting relaxation and beauty.

Do you ship internationally?

Currently, we ship within the United States only. We may expand internationally in the future.

What if I receive a damaged or incorrect item?

If your item arrives damaged or incorrect, please contact us within 48 hours of delivery with your order number and clear photos. We’ll resolve it as quickly as possible.

Can I update my shipping address after placing an order?

If your order has not yet been processed, we may be able to update your address. Please contact us immediately.

Which browsers work best for your site?

For the best experience, we recommend using the latest version of Chrome, Safari, Firefox, or Edge.

SHIPPING & CHECKOUT FAQs

How can I track my order?

Once your order ships, you’ll receive a confirmation email with your tracking number.
Please allow 24–72 hours for tracking updates to appear.

What are your shipping details?

We offer FREE shipping on orders over $75 across the United States.

For orders under $75, a flat shipping fee of $7.95 will be applied at checkout.

Estimated delivery time is 10–15 business days (excluding weekends and holidays).
Each order is carefully prepared to ensure safe and secure delivery.

How do I complete checkout?

Add items to your cart → Click Checkout → Enter your shipping details → Select payment method → Confirm your order.

Simple and seamless.

Can I cancel my order after placing it?

Orders are processed quickly, so cancellations are not always guaranteed. Please contact us as soon as possible if you need changes.

Why isn’t my tracking updating?

Tracking updates may take 24–72 hours to reflect movement. Occasional delays are normal depending on the shipping carrier.

Do you offer express shipping?

At this time, we offer standard shipping only to ensure reliable and safe delivery.

SUPPORT & POLICIES FAQs

What is your return policy?

We want you to love your Vilero experience. Eligible items can be returned within 30 days of delivery.

Items must be unused, in original condition, and in original packaging.

What is your return window?

Returns are accepted within 30 days from the delivery date.

What if my package is lost or delayed?

If your order is delayed or appears lost, contact us and we’ll work with the carrier to resolve the issue.

Do you offer order protection?

Yes — all orders include standard shipment protection to help ensure safe delivery.

Can I change items after placing an order?

If your order has not yet entered processing, we may be able to update it. Contact us quickly for assistance.

What is your contact information?