FAQ
Frequently Asked Questions (FAQ)
1. Product information
Where can I find details about a product?
Detailed information on all our products, including availability, specifications, and variants, can be found on the respective product pages. Please visit the specific product page for the most precise details.
How do I know if a product is in stock?
Product availability is displayed on each product page. If an item is out of stock, this will be indicated accordingly.
2. Order and change
How can I place an order?
To place an order, add items to your cart and proceed to checkout. Follow the instructions to complete your purchase.
Can I change or cancel my order later?
If you would like to change or cancel your order, please contact us within 24 hours of placing your order, as we usually process and ship orders within this timeframe.
How do I receive an order confirmation?
You will receive an order confirmation via email and SMS. This will contain details of your purchase and a track button.
How can I track my order?
You can track your order using the tracking button provided in the order confirmation email.
3. Shipping and delivery
What are your shipping policies?
We offer free shipping within Germany, Austria and Switzerland.
How long does shipping take?
Orders typically take 7 to 10 business days to arrive after processing.
What should I do if my order is damaged or delayed?
If your order is damaged or delayed, please contact us immediately. We will provide compensation and/or a replacement as needed.
How can I cancel my order?
If you wish to cancel your order, please contact us within 24 hours of placing your order. After this time, we may no longer be able to process your cancellation.
4. Returns and exchanges
What is your return policy?
We offer a 100-day return and exchange policy. Items must be returned in new condition.
How do I return a damaged item?
Contact us within 24 hours of receiving a damaged item with proof (pictures and videos). We will cover the return shipping costs for damaged items.
How do I return an unused item?
For returns of unused items, please contact us for instructions. You, the customer, are responsible for return shipping costs.
Are there return shipping fees?
We do not charge return shipping fees.
5. Payment methods
Which payment methods do you accept?
We accept all major credit and debit cards, as well as PayPal. Payments are processed securely through Shopify.
6. How does the app work?
Our app is available for both iOS and Android. To download it, simply scan the QR code found on the packaging or in the user manual. Once installed, you can open the app and connect your device to it to make the most of all its features.
7. What can I do if the SmartBuds don't connect to the app?
If your SmartBuds cannot connect to the app, please try the following steps:
- Unpair SmartBuds : Disconnect the connection in your smartphone's Bluetooth settings and try pairing the SmartBuds again.
- Restart app : Close the app completely and open it again.
- Restart your smartphone and SmartBuds : Turn both devices off and on again.
- Reinstall the app : If the problem persists, uninstall the app and reinstall it using the QR code on the packaging or in the user manual.
8. What can I do if the SmartBuds cannot be linked to the app (unauthorized)?
If your SmartBuds can't be linked to the app, it may be due to a lack of authorization. Please follow these steps:
- Open the app : Start the app and click on the little man in the top right corner.
- Find Device ID : Your device ID will be displayed there.
- Take a screenshot : Take a screenshot of the device ID.
- Contact Support : Send the screenshot via email to support@verovelo.com .
We can then remotely unlock your SmartBuds so they can connect to the app and use the translator feature.
If you don't understand exactly what to do, just send us an email to support@vero-velo.com – we'll explain everything to you step by step!