Our Brides' Frequently Asked Questions

Yes. Every dress is specially tailored for your order once the purchase is confirmed. For this reason, we recommend carefully reviewing the style, size, your measurements, and any selected elements before completing the order.

The choice depends on your style, your proportions, and how you want to feel on your wedding day.

You can explore our princess wedding dresses, mermaid wedding dresses, and A-line wedding dresses, or request a Complimentary Bridal Consultation to receive personalized guidance.

It is a dress designed to take on different configurations using elements such as sleeves, overlays, straps, tops, veils, or other detachable components.

The specific possibilities of each design are indicated on its product page.

No. Some designs incorporate convertible elements, while others maintain a single configuration. You will find this information within the features of each dress.

The options depend on each model. The available elements or configurations are indicated on the product page.

If you wish to request something different, we recommend inquiring before making the purchase.

Only the elements expressly indicated in the dress description and features are included. The accessories used to complement the styling in the photographs may be shown or sold separately.

Each dress has its own specific size guide. We recommend taking your bust, waist, and hip measurements and comparing them directly with the chart corresponding to the dress you wish to choose.

Do not use only your usual size as a reference.

Use a flexible measuring tape over light undergarments or fitted clothing and maintain a natural posture.

In our guide, you will find visual instructions for correctly measuring your bust, waist, and hips.

Not necessarily. The available proportions and sizes may vary between models. For this reason, each dress has its own size guide.

It is normal for your bust, waist, and hips not to match exactly with a single size. In that case, we recommend requesting guidance before placing your order to assess the specific proportions of the chosen dress.

Compare your three measurements with the dress's specific guide and avoid automatically choosing based solely on your usual size.

If you have doubts, you can request a Complimentary Bridal Consultation before completing your purchase.

The charts show reference body measurements to help you select the corresponding size.

The tailoring of a garment may present small variations. Therefore, the final measurements may have an approximate tolerance of ±2 cm or ±0.8 inches.

Yes. The correct size is the starting point, but every body has unique proportions. A wedding dress may require small adjustments in length, bust, waist, or other areas to achieve the desired fit and drape.

After completing your purchase, Velina validates the order information and confirms the style, size, measurements, selected elements, and wedding date.

Tailoring then begins, and tracking of the dress starts until it arrives in Mexico.

The estimated time from the confirmation of your purchase until you receive the dress is approximately 4 to 5 months.

Each dress is specially tailored for your order and subsequently imported from Dubai to Mexico. Once in Mexico, it undergoes a quality control process before being prepared and shipped to your address.

We recommend making your purchase well in advance to allow for the estimated 4 to 5 months delivery time and any adjustments that may be necessary later.

It will depend on the available time, the style, and the required production stage. If your wedding is coming up, we recommend contacting Velina before making the purchase to check if the date is feasible.

Yes. We will keep you informed at the main stages of your order:

• Order confirmed
• Tailoring started
• Dress received in Mexico
• Dress shipped to your address

Yes. Velina offers free and insured shipping to all of Mexico via DHL or equivalent courier services.

Yes. Velina offers free and insured international shipping via DHL or equivalent courier services.

Yes. Every shipment includes protection and tracking. The process includes insurance, tracking information, and delivery with signature.

Once shipped, you will receive the tracking information by email and WhatsApp.

You can also contact Velina directly to check the status of your order.

Yes. Every dress undergoes an inspection in Mexico before being shipped.

The style, size, included pieces, seams, finishes, embroidery, possible stains, and the overall condition of the dress are checked. Photographic and video evidence is also generated.

If any discrepancy is detected during this inspection, the dress will not be shipped until it has been evaluated and resolved.

When it arrives in Mexico, the receiving and quality control process begins. After passing inspection, the dress is carefully prepared, packed, and handed over to the courier for final shipping.

Yes, as long as tailoring has not yet started.

Before tailoring begins, changes related to the style, size, or order elements may be requested, subject to confirmation.

Once tailoring has started, the dress features can no longer be modified.

Delivery details can be updated as long as the order's logistics stage still allows the change.

Yes. The refund percentage depends on the stage your dress is in.

Every request must be reviewed to confirm the actual stage of the order. When applicable, the refund will be issued through the original payment method. The time it takes to reflect will depend on the financial institution.

No. Since every dress is specially tailored for each order, exchanges or returns are not accepted due to preference, change of mind, or personal decision after the purchase.

Returns are reserved exclusively for incidents covered by Velina's policies.

All dresses undergo an inspection before being shipped, so this type of incident should be exceptional.

If you detect damage, a defect, or the wrong product, you must contact Velina within the 48 calendar hours following delivery.

We will request:

• Order number
• Description of the incident
• Photographs
• Video when necessary

The evidence will be compared with the record made during the quality control inspection prior to shipping. If the incident is valid, Velina will cover the return shipping and manage the corresponding resolution.

Cases of damage, defects, or incorrect products must be reported within the 48 calendar hours following delivery.

It is a personalized guidance session to help you assess styles, silhouettes, measurements, sizes, and details before choosing your dress.

No. Velina's Bridal Consultation is complimentary.

Yes. The consultation can help you compare options and narrow down your selection before making a decision.

Yes. If you already know which dress you want but have doubts when comparing your measurements with its size guide, you can request guidance before making the purchase.

Yes. You can communicate with Velina via WhatsApp to resolve questions about dresses, measurements, sizes, orders, and tracking.

Outside of business hours, our system can answer general questions and collect information so that an advisor can subsequently continue your case. Decisions related to size, incidents, exchanges, or refunds require human validation.

You can make your purchase using:

• Credit card
• Debit card
• PayPal
• Bank transfer

On eligible purchases, you can also pay with a credit card for up to 6 interest-free months.