FAQ

You can pay by credit or debit card. The payment methods available for your order are shown at checkout.

Allow 2 business days for order processing before dispatch. Shipping time is additional.

Shipping is estimated at 12–14 business days after dispatch. Including processing, allow about 14–16 business days from order to delivery. These are estimates, not a guaranteed arrival date. Please order ahead for a birthday or other occasion.

See Shipping & Delivery for details.

We currently ship to supported addresses in the United States. European delivery is not available at this time.

Free standard shipping is available to eligible U.S. addresses. Remote or unsupported areas may be unavailable. Eligibility is confirmed at checkout.

Yes. Our flowers are shaped by hand from chenille stems and arranged into bouquets. Small differences in petals, arrangement and wrapping are part of making each one by hand.

These are chenille flowers, not fresh flowers, so they do not wilt or need watering. They are made to keep as a reminder of the occasion.

Display it indoors in a dry spot, away from direct sunlight and heat. Dust gently with a soft, dry brush. Do not wash or soak the flowers, and avoid pulling on the petals or stems.

Protective standard shipping packaging is included. Your bouquet is secured with an insert inside a 20 × 20 × 40 cm corrugated shipping box to help protect its shape in transit. This is the shipping-box size, not the bouquet size. You do not need to buy the optional gift box for protective shipping packaging.

The optional gift presentation box is a $15 add-on. Choose it on the bouquet page if you would like the gift-box presentation. Protective standard shipping packaging is already included without this upgrade.

Yes. Add the optional Vela Muse branded 9 × 11 cm gift card for $5 on the bouquet page. Choose a blank card to write yourself, or ask us to print To, Message and From. Printed fields are limited to 30, 160 and 30 characters respectively.

Yes. The handmade photo keepsake frame and graduation bear are $10 each. Select them on the bouquet page. For the frame, upload one clear photo before adding the bouquet to your cart. Please use a photo you have permission to share.

A kit includes the consumable materials for its flower design, such as chenille stems and decorative materials, with video teaching. It is a make-it-yourself kit, not a finished bouquet. Check the kit's product page for its specific contents.

Reusable tools are not included: a hot glue gun, glue-gun stand, scissors and ruler. Have the tools required by your selected design ready before starting.

Use the email address you want to receive tutorial access at checkout. After payment is confirmed, look for a separate digital-access email and follow its video-access instructions. Teaching is video-based; a written guide or printed instruction booklet is not promised.

If you cannot find the email, check your spam folder, then contact VelaMuse@outlook.com with your order number. See Video Tutorial Access.

Yes. Custom bouquets are $180 total. Start with a $50 deposit on the Custom Orders page; the deposit is credited toward the total. Upload a bouquet reference photo and share your colors, flowers and occasion. We will finalize the design with you by email. After you approve the final design, pay the remaining $130 before dispatch. Reasonable additions and detail changes are welcome, but a complete redesign is not included. The gift presentation box is included with a custom bouquet.

Please contact VelaMuse@outlook.com with your order number and photos of the item, packaging and shipping label. Keep the packaging while we review the issue. Damage, defects, missing items or an incorrect item are handled separately from a change-of-mind return.

Made-to-order finished bouquets, personalized products and photo keepsake orders are final sale for change of mind once ordered. This does not remove support for damage, defects, missing or incorrect items, material mismatch, or your mandatory consumer rights. Other eligible, non-custom items follow the Refund Policy. Contact us before sending anything back.