FAQ
✦ Frequently Asked Questions
Everything you need to know about your Weslora device, orders, shipping, returns, and more.
✦ Product & Device
What is the Weslora V-Shape Facial Lifting Roller?
The Weslora V-Shape Facial Lifting Roller is an EMS Microcurrent Face Massager designed to lift, sculpt, and tone your facial contours. It features 4 roller heads (2 per side), 3 intensity modes, an LED display, Red Light therapy (630nm), Blue Light therapy (465nm), and a premium rose gold + white design. It weighs approximately 220g and charges via USB-C.
How does the device work?
The device combines EMS microcurrent technology with red and blue light therapy. EMS sends gentle electrical impulses to stimulate facial muscles, helping to lift and tone. Red light (630nm) supports collagen production, while blue light (465nm) helps calm and soothe the skin. Simply select your intensity level and glide the rollers along your jawline, cheeks, and neck.
When will I see results?
2 weeks: First visible improvements. 1 month: The turning point — noticeable changes in contour and firmness. 3+ months: Full transformation with consistent daily use. Results vary by individual and depend on consistent use.
Is the device safe for all skin types?
The device is designed for general use on most skin types. However, if you have sensitive skin, active skin conditions, or are undergoing dermatological treatment, we recommend consulting your dermatologist before use. Start with the lowest intensity setting and work your way up.
Do I need the EMS Conductive Gel to use the device?
A conductive medium is recommended for optimal results — it helps the EMS microcurrents transfer more effectively to your skin. You can use our EMS Conductive Gel (100ml) or the Hyaluronic Acid Serum (30ml), both available as add-ons. Any water-based gel or serum will also work.
How do I charge the device?
The device charges via USB-C. Simply plug in the included cable to any standard USB adapter or power source. The LED display will indicate the charging status and battery level.
✦ Pricing, Bundles & Gifts
How much does the Weslora device cost?
Buy 1: $79.99 (50% off $159.99) — includes free Under-Eye Patches. Buy 2: $135.98 ($67.99 each) — includes Under-Eye Patches + free Ice Roller. Buy 3 (Best Value): $179.98 ($59.99 each) — includes Under-Eye Patches + Ice Roller + free Gel Sample (30ml).
What free gifts are included with my order?
All orders: Collagen Under-Eye Patches (5 pairs) — use while sculpting for an instant spa feeling. Buy 2 & Buy 3: Ice Roller — for morning de-puffing. Buy 3 only: EMS Conductive Gel Sample (30ml) — makes the device work even better. All gifts are shipped inside your main package, not separately.
What are the add-on (upsell) products?
EMS Conductive Gel (100ml): $14.99 (50% off $29.99) — full-size gel for optimal microcurrent delivery. Hyaluronic Acid Serum (30ml): $12.99 (48% off $24.99) — hydrating serum that doubles as a conductive medium. Both are optional paid add-ons available at checkout.
Can I return the free gifts?
All free gifts are final sale and cannot be returned or refunded. If you return your main product and do not return the free gifts, the retail value of each unreturned gift will be deducted from your refund. For example, a gift valued at $12.99 = $12.99 deducted.
✦ Orders & Changes
Can I cancel my order?
Orders may be cancelled within 24 hours of purchase. After 24 hours, orders are processed and prepared for shipment and cannot be cancelled. If your order has already shipped, it will be handled under our 30-day Return Policy. To cancel, email Contact@weslora.com within 24 hours of placing your order.
Can I change my shipping address after ordering?
Address changes are only possible within 24 hours of placing your order. Email us immediately with your order number and the new address. Once an order enters processing or shipping, modifications are not possible. Weslora is not responsible for orders delivered to incorrect addresses provided by the customer. If a package is returned to us due to an incorrect address, the customer is responsible for paying reshipping costs.
My order arrived damaged, defective, or incorrect — what do I do?
Contact us immediately at Contact@weslora.com with your order number, a clear description of the issue, and photos of the damage or incorrect item. Please report damaged or defective items within 48 hours of delivery. We will evaluate the issue and make it right.
Where are my free gifts? I only received one package.
Free gifts (Under-Eye Patches, Ice Roller, Gel Sample) are included inside your main package along with your Weslora device. They are not shipped separately. If any gift is missing from your package, contact us within 48 hours of delivery with a photo of everything you received and we'll resolve it.
Do you ship outside the United States?
No. Weslora currently ships to the United States only (all 50 states and US territories). We do not ship internationally at this time.
✦ Shipping & Tracking
How long does shipping take?
Orders are processed within 24–72 hours and typically delivered within 7–14 business days. All orders include free shipping with full tracking. You'll receive a tracking number via email once your order ships.
I haven't received my tracking number yet?
Tracking numbers are sent via email once your order ships (1–3 business days after purchase). Check your spam or promotions folder first. If it's been more than 5 business days since your order, contact us with your order number.
My tracking number shows no results or isn't updating?
Tracking information may take 24–72 hours to update after shipment. Some carriers may take up to 5 days for the first scan. Brief gaps in updates are normal while packages transfer between facilities. If tracking has not updated after 7 business days, contact us and we'll investigate.
Tracking says "delivered" but I haven't received my package?
Check with neighbors, your mailroom, front porch, garage, or local post office first. Carriers sometimes mark packages as delivered slightly early — wait 24 hours as the package may still arrive. Weslora is not responsible for packages marked as delivered by the carrier. We do not offer automatic refunds or replacements for packages showing a delivered status. We recommend using a secure delivery location.
My package appears to be lost — what happens now?
For packages with no tracking movement for 30+ business days, contact us and we will investigate with the carrier. Resolutions for lost packages are handled at our discretion on a case-by-case basis and may include a replacement or store credit.
✦ Returns & Refunds
What is your return policy?
We offer a 30-day return policy from the date you receive your item. To be eligible, items must be unused, unopened, and in original packaging with proof of purchase. To initiate a return, email us at Contact@weslora.com — if approved, we will provide return instructions. Returns sent without prior authorization will NOT be accepted.
Who pays for return shipping?
The customer is responsible for all return shipping costs. Weslora does not provide prepaid return labels. Return shipping costs are non-refundable. We recommend using a trackable shipping method, as we are not responsible for returned items lost in transit.
What if I opened or used the product — can I still get a refund?
Yes — through our Go Green Initiative 🌿, you can keep the product instead of shipping it back. Unused/unopened items: 50% refund. Opened or used items: 25% refund. This helps reduce waste and saves you the cost of return shipping.
Can I return the add-on products (Gel, Serum) separately?
Yes — add-on products (EMS Conductive Gel, Hyaluronic Acid Serum) can be returned separately from the main product or together. They follow the same Go Green terms: 50% refund if unused/unopened, 25% refund if opened/used. Each add-on is refunded individually based on its condition.
How long does it take to get my refund?
Refunds are processed within 10 business days after your return is received and approved. Refunds are issued to your original payment method. Depending on your bank or credit card company, it may take an additional 5–10 business days for the refund to appear on your statement.
Can I exchange my product for a different one?
We do not offer direct exchanges. If you'd like a different product, please initiate a return for your current item and place a new order separately.
What items are non-returnable?
The following items cannot be returned: free gifts and complimentary items (final sale), custom or personalized products, hazardous or flammable materials, sale items, and gift cards. If you're unsure whether your item qualifies, contact us before purchasing.
✦ Guarantee & Trust
Do you offer a money-back guarantee?
Yes — we offer a 30-Day Money-Back Guarantee as displayed on our product page. If you're not satisfied with your device, you can return it within the return window or use our Go Green Initiative for a partial refund. See our Return & Refund Policy for full details.
What is the Go Green Initiative?
Our Go Green Initiative 🌿 is an eco-friendly alternative to traditional returns. Instead of shipping the product back, you can keep it and receive a partial refund: 50% refund for unused/unopened items, or 25% refund for opened/used items. This reduces waste, eliminates return shipping costs for you, and is better for the environment.
Is my payment information secure?
Yes. Weslora is powered by Shopify, which uses industry-standard encryption and PCI-compliant payment processing. We never store your full credit card information. All transactions are processed through secure, trusted payment gateways.
How do you protect my personal data?
We take your privacy seriously. We collect only the information necessary to process your order and provide customer support (name, email, address, payment info). We never sell your personal data. You have the right to access, correct, delete, or request portability of your data at any time. Full details are available in our Privacy Policy.
✦ Contact & Support
How do I contact Weslora?
Email us at Contact@weslora.com. We respond within 24–48 business hours, Monday–Friday, 9AM–6PM EST. We are closed on weekends and all major US holidays. For the fastest response, include your full name, order number, checkout email, and a clear description of your issue.
I have a problem with my order — should I file a chargeback?
Please contact us directly first before initiating any disputes or chargebacks with your bank. We're committed to resolving all issues quickly and fairly — most concerns are resolved within 24–48 business hours. Filing a chargeback before contacting us can delay resolution and may result in complications with your order.
⚠️ Quick Policy Summary
🔹 US shipping only — all 50 states and US territories
🔹 Free shipping — 24–72 hour processing, 7–14 business day delivery
🔹 24-hour cancellation window — after 24 hours, orders cannot be cancelled
🔹 30-day return policy — unused, unopened, original packaging required
🔹 Prior authorization required — unauthorized returns will not be accepted
🔹 Customer pays return shipping — no prepaid labels provided
🔹 No direct exchanges — return and reorder separately
🔹 Free gifts are final sale — retail value deducted if not returned
🔹 Go Green refunds — 50% unused / 25% used (keep the product)
🔹 Refund processing — within 10 business days after approval