Shipping policy

At Veloura, your satisfaction is our top priority. We’re committed to providing you with a smooth and transparent shopping experience—from the moment you place your order to the moment it arrives at your door.

Please read our Shipping Policy carefully before placing your order to understand our terms, timelines, and responsibilities.

Order & Shipping Confirmation

Once you place an order, you’ll receive an order confirmation email. When your order ships, you’ll receive a shipping confirmation email that includes:

  • Tracking number

  • Courier partner

  • Estimated delivery date

If you don’t see these emails, be sure to check your spam or junk folder.

Processing Time & Shipping Schedule

Please allow 1–2 business days for order processing. This is in addition to the actual shipping time.

  • Orders are processed and shipped Monday to Friday

  • Orders placed on weekends or public holidays will be processed the next business day

Courier Partners & Tracking

We partner with trusted courier services to ensure your order arrives safely and on time. Once your order ships, we’ll send a tracking link so you can monitor the status of your delivery.

Note: Tracking updates may take 1–4 business days to appear on the courier’s website.

While we aim to meet estimated delivery windows, Veloura cannot guarantee exact delivery dates and is not responsible for courier-related delays.

Signatures & Package Delivery

Some couriers may require a signature upon delivery. If no one is available, they may attempt redelivery or hold the package at a pickup location.

If you anticipate being unavailable:

  • Arrange for someone else to sign

  • Or contact the courier for alternative options

Once a package is marked as delivered and signed for, Veloura is no longer liable for its custody.

Note: Saturday delivery is not guaranteed, even with express shipping.

Damages Caused by Courier Handling

All Veloura packages are carefully packed to prevent damage. However, damage can sometimes occur in transit.

If you receive a damaged package:

  1. Take clear photos of the damage

  2. Contact the courier immediately

  3. Email the photos to support@velourawellness.com

While we will do our best to assist you, Veloura is not responsible for courier-related damages once the product leaves our facility.

Incomplete or Incorrect Orders

If you receive:

  • An incorrect item

  • An incomplete order
    Please contact support@velourawellness.com within 48 hours of delivery. Include your order number and a description of the issue.

If your order ships in multiple packages, you’ll receive separate tracking details.

We’ll cover the cost of shipping replacements for any missing or incorrect items. If we’re unable to replace the item, a refund will be issued.

Accurate Shipping Information & Order Changes

It is your responsibility to enter correct and complete shipping information at checkout.

  • If an issue is detected, we’ll contact you within 3 business days

  • If we don’t receive a response, we may cancel the order

If you notice an error, please email support@velourawellness.com within 24 hours. We’ll do our best to make updates, but we cannot guarantee changes after this window.

Delayed Delivery

Delivery delays may occur due to:

  • Courier disruptions (e.g., weather, logistics)

  • Inventory or fulfillment issues

  • Address or payment verification delays

We’ll notify you as soon as possible if delays impact your order. While we are not liable for delays outside our control, we’ll assist you to the best of our ability.

International Shipping

We ship internationally to most countries.

  • All international orders are shipped DDU (Duties and Taxes Unpaid)

  • You are responsible for any customs fees, duties, or import taxes

Please Note:

  • Delivery times are typically longer for international orders

  • Customs may cause additional delays

  • Tracking may take 1–4 business days to update

  • Customers are responsible for providing customs documentation if required

Veloura is not responsible for customs delays or additional charges.

Lost or Stolen Packages

If your package is lost or stolen after shipment:

  1. Contact support@velourawellness.com

  2. We’ll assist you in filing a claim with the courier

Veloura does not offer refunds for lost or stolen packages, but we will work with you on a potential resolution, which may include a replacement in certain cases.

Returns

Return shipping costs are the responsibility of the customer unless the item is damaged or incorrect.

To initiate a return, please review our Return & Refund Policy. For further assistance, email support@velourawellness.com.

Order Cancellation & Refusal

Veloura reserves the right to:

  • Cancel or refuse any order

  • Limit quantities per customer, household, or order

We may cancel orders we suspect to be unauthorized, fraudulent, or in violation of our Terms of Service.

If your order is canceled by us, you’ll be notified via email and refunded in full. Refunds typically process within 3–5 business days, depending on your bank.

Policy Updates

Veloura may update this Shipping Policy at any time. We encourage you to review this page before placing an order. Continued use of our website constitutes acceptance of any changes.

Need Help?

For any questions regarding shipping, email us at:
📩 support@velourawellness.com

We're here to help you every step of the way.