SHIPPING POLICY

Last updated: September 2, 2026

1. Shipping Destinations

Velilya ships worldwide, with the exception of France.

Orders may be delivered to residential addresses, business addresses and post office boxes, subject to the operational capabilities of the carrier serving the destination.

If a destination cannot be served, the customer will be informed and any amount paid for the affected order will be refunded.

2. Order Processing

Orders are normally processed within 1 to 3 business days after the order has been confirmed.

Business days are Monday to Friday, excluding applicable public holidays. Orders placed during weekends or public holidays begin processing on the next business day.

Processing time is separate from delivery time.

3. Order Cancellation and Address Changes

Customers may request the cancellation of an order or a change to the delivery address within 24 hours of placing the order.

Requests must be sent to contact@velilya.com and must include the order number and the requested change.

After this 24-hour period, Velilya cannot guarantee that an order can be cancelled or modified because it may already have been processed or transferred to a logistics partner.

Customers are responsible for checking the accuracy and completeness of their delivery information before confirming an order.

4. Delivery Time

Once an order has been shipped, delivery is normally estimated to take 5 to 7 business days.

The total estimated time between order confirmation and delivery is therefore approximately 6 to 10 business days, including processing.

Delivery times are estimates and may occasionally be affected by circumstances outside Velilya’s reasonable control, including customs inspections, adverse weather conditions, public holidays, peak shopping periods, carrier disruptions or difficulties affecting local postal services.

These estimates do not limit any mandatory delivery rights available to the customer under applicable consumer law.

5. Shipping Costs

Standard shipping is free for every order and every destination served by Velilya.

There is no minimum order value. Customers are not charged additional shipping costs when an order is divided into several parcels.

6. Customs Duties and Import Taxes

Any customs duties, import taxes or mandatory local clearance fees applicable to an order are covered by Velilya.

Customers should not be required to pay additional import charges upon delivery. If a customer is nevertheless asked to pay such a charge, they should contact contact@velilya.com and provide the order number and supporting documentation.

Verified mandatory import charges covered by this policy will be handled or reimbursed by Velilya.

7. Logistics Partners and Carriers

Orders are shipped through third-party suppliers and logistics partners.

The carrier used may vary depending on the product, country of dispatch and delivery destination. Final delivery may be completed by a national postal operator or another local carrier.

Velilya remains the customer’s contractual point of contact for questions or issues relating to delivery.

8. Multiple Parcels

An order containing several products may be shipped in separate parcels when the products are processed by different logistics partners or dispatch locations.

Parcels may arrive on different dates and may each have a separate tracking number. No additional shipping fee will be charged because an order has been divided into several shipments.

9. Order Tracking

A tracking number is provided by email once an order has been shipped.

Customers may also track their shipment through the “Track My Order” page available on velilya.com.

Tracking information may require a short period of time after dispatch before becoming active on the carrier’s system.

10. Incorrect or Incomplete Delivery Address

The customer must provide an accurate and complete delivery address when placing the order.

If a parcel cannot be delivered because the address supplied by the customer was incorrect, incomplete or inaccessible, the customer will be responsible for the reasonable cost of any requested re-dispatch.

This does not apply when the delivery failure results from an error attributable to Velilya, its supplier or its logistics partner.

11. Delayed or Potentially Lost Orders

If an order has not been delivered within 10 business days from the date on which it was placed, the customer should contact contact@velilya.com.

Velilya will review the tracking information and may open an investigation with the relevant carrier or logistics partner.

If the shipment is confirmed as lost, Velilya will issue a full refund using the original payment method.

12. Parcel Marked as Delivered but Not Received

If tracking information indicates that a parcel has been delivered but the customer has not received it, the customer should first:

• check their letterbox and the immediate surroundings of the delivery address;

• verify the delivery address provided with the order;

• ask members of their household;

• check with neighbours, building staff or a caretaker, where applicable.

If the parcel remains missing, the customer should contact contact@velilya.com so that Velilya can review the available tracking information and proof of delivery and, where possible, open an investigation with the carrier or logistics partner.

If delivery cannot be confirmed, Velilya will offer an appropriate solution, which may include a replacement shipment or a refund.

13. Failed Delivery or Unclaimed Parcel

If delivery fails because the customer refuses the parcel, does not collect it within the carrier’s collection period or does not respond to reasonable delivery attempts, the parcel may be returned to the logistics partner.

Any new shipment requested by the customer may be subject to reasonable re-dispatch costs, except where the failed delivery is attributable to Velilya, its supplier or the carrier.

14. Damaged or Incorrect Orders

If an order arrives damaged, incomplete or different from the product ordered, the customer should contact contact@velilya.com as soon as possible with the order number and appropriate photographs or supporting information.

Returns, exchanges and refunds are governed by Velilya’s separate Returns and Refunds Policy.

15. Contact

For any shipping or delivery enquiry, please contact:

Velilya
Email: contact@velilya.com
Website: https://velilya.com