FAQ — Frequently Asked Questions
Do you have a question before ordering your Vela Air?
Find answers to the most frequently asked questions about our products, delivery, returns, and usage here.
For any specific requests, our customer service is available at the following address:
contact@vela-air.com
1. Is Vela Air an air conditioner?
No. Vela Air is a personal neck fan.
It does not cool the temperature of a room like an air conditioner. It diffuses an airflow around the neck and lower face to improve your comfort on hot days.
2. What is the difference between Vela Air Signature and Vela Air Flow?
Vela Air Signature is the most premium style model, with a gold contour finish and a more assertive design.
Vela Air Flow offers a more discreet, integrated, and visually soft design, ideal if you prefer a more minimalist look.
Both models are designed to diffuse personal airflow around the neck while keeping your hands free.
3. What colors are available?
Vela Air Signature is available in:
- Sapphire Blue
- Pearl White
- Emerald Green
Vela Air Flow is available in:
- Powder Pink
- Lunar Silver
- Glacier Blue
4. How long does the battery last?
Battery life depends on the ventilation level used.
Vela Air offers up to 9 hours of battery life in standard mode and approximately 3.5 hours at maximum power.
For extended use, we recommend using intermediate levels when sufficient for your comfort.
5. Is the fan noisy?
Like any fan, the noise depends on the chosen ventilation level.
Low levels are more discreet, while high levels offer more power and are more audible.
6. Can hair get caught?
The bladeless design limits direct contact with rotating elements.
For long hair, we recommend tying it back and not obstructing the air inlets during use.
7. Can Vela Air be used outdoors?
Yes. Vela Air can be used outdoors, on public transport, at work, while traveling, or during your outings.
In very hot weather, it is still important to drink regularly, take breaks in the shade, and seek cool places whenever possible.
8. Can Vela Air be used at work?
Yes. Vela Air is designed for hands-free use, making it practical in the office, for telecommuting, in a store, or during commutes.
We recommend using a ventilation level appropriate for your environment, especially in quiet places.
9. How to charge Vela Air?
Vela Air is charged with a compatible USB cable.
We recommend fully charging the device before first use and avoiding any contact with water during charging or use.
10. Is Vela Air suitable for children?
Vela Air is not a toy.
Use by a child must be under adult supervision. The product must be used according to instructions and kept out of reach of unsupervised young children.
11. Is Vela Air water resistant?
Vela Air is a rechargeable electrical device. It must not be immersed, used in the shower, exposed to heavy rain, or brought into direct contact with water.
Also, avoid using it with wet hands while charging.
12. What are the delivery times?
Each order is shipped with tracking whenever possible.
Exact delivery times are indicated before validating your order, depending on your delivery country.
For any questions related to your order, you can write to us at:
contact@vela-air.com
13. Is delivery tracked?
Yes, when the carrier allows, a tracking number is sent by email after the order has been shipped.
It may take a few days for the tracking to update after dispatch.
14. Can I change my address after ordering?
If your order has not yet been shipped, contact us quickly at:
Please include your order number and the new full address.
If the order has already been shipped, we cannot guarantee the address change.
15. Can I cancel my order?
If your order has not yet been processed or shipped, you can contact us quickly at:
If the order has already been shipped, you can exercise your right of withdrawal after receipt, according to the conditions indicated in our returns policy.
16. Can I return my product?
Yes. You have a period of 14 days from receipt of your order to exercise your right of withdrawal, subject to the conditions indicated in our returns policy.
The product must be returned complete, clean, undamaged, and in a condition that allows it to be resold.
17. Are return shipping costs my responsibility?
Return shipping costs are the responsibility of the customer, except in the event of an error on our part, confirmed defective product, or product not conforming to the order.
18. What to do if my product arrives damaged?
Contact us quickly at:
Please include:
- your order number;
- a photo of the product;
- a photo of the packaging;
- a description of the problem.
After verification, we will offer you a suitable solution.
19. What to do if my Vela Air is not working?
Before contacting us, check that the device is fully charged and that the cable used is working correctly.
If the problem persists, write to us at:
Please include your order number, a description of the problem, and, if possible, a short video.
20. How to contact customer service?
You can write to us at:
Our French-speaking customer service typically responds within 24 to 48 business hours.