Shipping Policy

Orders are reviewed and prepared for shipment after successful order submission and payment authorization.

We generally aim to process eligible orders within 1-3 business days. Business days are Monday through Friday and exclude weekends and applicable public holidays.

During periods of high order volume, promotional events, holidays, inventory checks, or other exceptional circumstances, processing may require additional time.

Processing time is separate from the time required for the carrier to transport and deliver the shipment.

Shipping availability depends on the delivery address and the shipping services available for the destination at the time the order is placed.

Customers should enter a complete and accurate shipping address during checkout to confirm whether delivery is available to their location.

We reserve the right to restrict delivery to certain regions, addresses, or destinations where reliable shipping service is unavailable or where delivery cannot reasonably be completed.

Any estimated delivery date or delivery window provided at checkout, in an order confirmation, or through tracking information is an estimate rather than a guaranteed delivery date.

Delivery times may vary depending on the destination, shipping service, carrier operations, customs procedures, weather, seasonal demand, local delivery conditions, and other circumstances outside our reasonable control.

Where shipping charges apply, the amount will generally be calculated or displayed during checkout before the order is submitted.

Shipping charges may vary based on factors including the delivery destination, available shipping method, parcel characteristics, and the contents of the order.

Any promotional free-shipping offer, if available, may be subject to additional eligibility requirements, exclusions, minimum purchase amounts, destination limitations, or promotional terms.

When tracking is available, tracking information will normally be provided after the shipment has been prepared and transferred into the delivery network.

Tracking information may require additional time to become active after the shipping label is created. Carrier tracking systems may not display an immediate update.

Customers are encouraged to monitor tracking information regularly after shipment.

Items within the same order may occasionally be prepared or shipped separately.

As a result, customers may receive more than one parcel, shipment notification, or tracking number for a single order.

A partial delivery does not necessarily mean that the remaining items are missing. Please review all shipment and tracking information associated with the order.

Customers are responsible for providing complete and accurate shipping information when placing an order.

Please carefully review your:

• Recipient name
• Street address
• Apartment, suite, or unit number where applicable
• City, state, province, or region
• Postal or ZIP code
• Country
• Contact information

If you notice an error after placing your order, contact us at service@velunes.com as soon as possible.

We cannot guarantee that an address can be changed after an order has entered processing or has been shipped.

Orders shipped across international borders may be subject to import duties, customs charges, taxes, handling fees, or other governmental assessments depending on the destination.

Unless expressly stated otherwise during checkout, such charges may not be included in the amount paid to VELUNES and may be collected separately by customs authorities, carriers, or other parties.

Customs requirements and charges vary by jurisdiction. Customers are responsible for complying with applicable local import requirements.

Customs processing may also affect estimated delivery times.

Although we aim to provide a reliable shipping experience, delivery delays can occur for reasons outside our direct control.

Potential causes may include:

• Carrier network disruptions
• Severe weather
• Customs inspections
• Public holidays
• Seasonal shipping volume
• Transportation interruptions
• Incorrect or incomplete delivery information
• Local delivery restrictions

If your order is significantly delayed, please review the latest carrier tracking information before contacting our customer support team.

If tracking indicates that your order has been delivered but you cannot locate the parcel, please first:

• Check the surrounding delivery area
• Check with household members
• Check with building reception or management
• Check secure parcel or mail areas
• Check with nearby neighbors where appropriate
• Review any carrier delivery notes

If the parcel still cannot be located, please contact the carrier and notify VELUNES customer support with your order number and available tracking information.

If an item arrives damaged, please contact service@velunes.com as soon as reasonably possible after delivery.

To help us review the issue efficiently, please provide:

• Your order number
• A description of the damage
• Clear photographs of the product
• Clear photographs of the packaging
• Any other relevant delivery information

Please retain the product and original packaging while the issue is being reviewed, as additional information may be required.

A shipment may be returned to the sender when delivery cannot be completed. This may occur because of an incorrect or incomplete address, failed delivery attempts, refusal of the parcel, unclaimed packages, or other carrier-related circumstances.

If a package is returned, please contact customer support so the circumstances can be reviewed.

Any reshipment, refund, or other resolution will depend on the circumstances of the order and our applicable policies.

If you need to request a change or cancellation, contact us as soon as possible.

We will make reasonable efforts to assist where possible; however, changes and cancellations cannot be guaranteed after an order has entered processing, fulfillment, or shipment.

We may update this Shipping Policy from time to time to reflect changes in our operations, shipping practices, carrier services, business requirements, or applicable rules.

When this policy is revised, the updated version will be posted on this page together with a revised "Last Updated" date.