Shipping policy
Shipping Policy
At Velunev, we work to process, prepare, and deliver each order safely and efficiently. This Shipping Policy explains our estimated processing and delivery times, order tracking, possible delays, international shipping, and other matters related to delivery.
This policy applies to orders placed through our online store and shipped to the countries and territories where we offer our products.
Order Processing
Orders are normally processed and prepared for shipment within 3 to 4 business days after the order and payment have been successfully confirmed.
Business days do not include Saturdays, Sundays, or applicable public holidays at the relevant fulfillment center.
Processing time is separate from shipping and delivery time.
During periods of high demand, product launches, promotions, holidays, exceptional circumstances, or events beyond our reasonable control, processing may require additional time.
If a significant delay affects the dispatch of your order, we may contact you using the information provided at checkout.
Estimated Delivery Time
Once your order has been processed and shipped, the estimated delivery time is:
8 to 10 days.
This delivery period begins after the order has been processed and handed over to the carrier.
Therefore, the 3 to 4 business days of processing time are not included in the estimated 8 to 10 days of transit time.
All delivery times are estimates and do not constitute a guaranteed delivery date unless a specific date or delivery period has been expressly guaranteed by us or applicable law requires otherwise.
Delivery times may vary depending on the country, region, customer location, carrier availability, customs procedures, and other circumstances related to international transportation.
Order Tracking
When tracking information is available, you will receive a tracking number or tracking link after your order has been shipped.
Tracking information may take some time to update after the carrier receives the package.
For certain international routes, tracking may show fewer updates while the package is in transit between countries or between different logistics providers.
A temporary lack of tracking updates does not necessarily mean that the package has been lost.
Shipping Address
The customer is responsible for providing a complete and accurate delivery address when placing an order.
Before completing your purchase, please carefully review:
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Recipient's name.
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Street address and number.
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Apartment, unit, or suite number, where applicable.
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City.
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State, province, or region.
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Postal or ZIP code.
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Country.
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Any additional information required for successful delivery.
If you discover an error in your shipping address, please contact us as soon as possible at:
We will make reasonable efforts to update the address when possible.
However, once an order has been processed or handed over to the carrier, we may no longer be able to modify or redirect the shipment.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, we may require payment of the reasonable costs associated with reshipping the order where permitted by applicable law.
Nothing in this section limits any mandatory consumer rights where the delivery problem is attributable to us.
International Shipping
We ship to the countries and territories available during the checkout process.
Shipping availability may vary depending on:
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Country or region.
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Carrier restrictions.
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Customs restrictions.
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Product availability.
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Local import regulations.
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Logistical circumstances.
If we are unable to ship an order to the selected destination, we may cancel the order and issue the appropriate refund.
Customs, Duties, and Import Taxes
International orders may be subject to customs inspections and, depending on the destination country, may incur taxes, duties, import fees, or other charges imposed by local authorities.
Where taxes, duties, or other import charges are not expressly included in the price displayed during checkout, they may be the responsibility of the recipient to the extent permitted by applicable law.
Velunev does not control decisions made by customs authorities and cannot guarantee the amount of any charges that may be imposed after the order arrives in the destination country.
We recommend reviewing your country's import rules before placing an international order if you have concerns about possible additional charges.
Where applicable law requires certain taxes, fees, or costs to be disclosed or collected by us before the purchase is completed, we will comply with those requirements.
Customs Delays
International shipments may be subject to inspection or processing by customs authorities.
These procedures may cause additional delays that cannot always be predicted.
Customs clearance times are not entirely within our control, and estimated delivery times may therefore be extended during these procedures.
However, this provision does not limit any mandatory consumer rights relating to non-delivery under applicable law.
Delivery Delays
Although we make reasonable efforts to process and ship orders within the stated timeframes, delays may occur due to circumstances including:
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Customs processing.
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Weather conditions.
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Transportation disruptions.
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Periods of high demand.
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Public holidays.
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Carrier operational issues.
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Emergencies or natural disasters.
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Government restrictions.
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Labor disputes.
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Logistics errors or interruptions.
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Other circumstances beyond our reasonable control.
If a delay occurs, we will reasonably cooperate with the customer and the carrier to determine the status of the order.
This section does not limit any rights that consumers may have under mandatory applicable laws.
Delays Before Shipment
If we determine that we are unable to dispatch an order within the stated processing timeframe, we will take any actions required by applicable law.
Depending on the jurisdiction and circumstances, this may include notifying the customer of the delay, providing a revised shipping estimate, and, where legally required, offering the option to cancel the order and receive a refund.
Packages That Appear to Be Lost
If the tracking information has not been updated for an unusual period of time or you believe your package may have been lost, please contact us at:
We will review the available information and, where appropriate, may open an investigation with the carrier.
If an order is determined to have been lost before being properly delivered, we will provide the solution required by the circumstances and applicable law, which may include a replacement or refund where appropriate.
Packages Marked as Delivered
If tracking shows that the package was delivered but you cannot locate it, we recommend first:
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Checking the area around the delivery address.
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Asking other members of the household.
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Checking with reception, building management, or a concierge, where applicable.
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Checking any secure locations where the carrier may have left the package.
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Reviewing the information provided directly by the carrier.
If you are still unable to locate the order after completing these checks, please contact us so that we can review the case.
The fact that a carrier has marked an order as delivered will be considered relevant information during our investigation, but any claim will be assessed according to the specific circumstances and any mandatory rights provided by applicable law.
Refused or Unclaimed Packages
If a package cannot be delivered because the recipient:
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Voluntarily refuses delivery.
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Fails to collect the package within the carrier's designated collection period.
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Does not respond to reasonable delivery attempts.
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Provided incorrect or incomplete delivery information.
the package may be returned to the sender.
In such cases, where permitted by applicable law, the actual and reasonable costs associated with shipping, return shipping, or reshipping may be deducted from the applicable amount or charged to the customer.
This provision will not apply where the delivery failure is caused by an error attributable to Velunev or where applicable law provides the consumer with different rights.
Orders Damaged During Transit
Please inspect your order as soon as you receive it.
If your product arrives damaged, contact us as soon as possible at:
Where reasonably possible, please include:
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Order number.
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Photographs of the product.
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Photographs of the packaging.
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A description of the damage.
This information will allow us to assess the issue and, where appropriate, file a claim with the carrier.
Damage occurring during transit will be handled in accordance with our Returns and Refunds Policy and any applicable mandatory consumer rights.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We will make reasonable efforts to process your request before the order is shipped.
Once the order has been processed or handed over to the carrier, we may no longer be able to stop or cancel the shipment.
This operational limitation does not remove any mandatory cancellation or withdrawal rights granted to consumers under applicable law.
European Union and European Economic Area
Where European Union or European Economic Area consumer protection laws apply, we will respect all mandatory rights related to the delivery of goods.
Where the parties have agreed on a delivery period, that period will be taken into account in accordance with applicable law.
If an order is not delivered within the agreed timeframe and applicable law grants the consumer the right to provide an additional period for delivery, cancel the contract, or receive a refund, those rights will remain fully applicable.
United States
For orders subject to United States law, our processing and shipping estimates will be based on reasonable grounds.
If we are unable to ship within the stated timeframe, we will follow any notification, delay-consent, cancellation, and refund procedures required by applicable law.
Other Countries and Territories
For orders shipped to the United Kingdom, Canada, Australia, New Zealand, and other countries or territories, this policy will apply together with any mandatory consumer protection laws applicable in those jurisdictions.
Where federal, national, state, provincial, territorial, or local law grants consumers rights that cannot legally be restricted, those rights will prevail over any conflicting provision of this policy.
Consumer Rights
Nothing in this Shipping Policy is intended to exclude, restrict, waive, or modify any mandatory consumer rights that cannot legally be excluded.
If there is a conflict between this policy and any mandatory consumer protection law applicable to a purchase, the applicable legal requirement will prevail.
Contact
For any questions regarding the shipment or delivery of your order, you may contact us at:
Please include your order number so that we can locate your order and assist you more efficiently.