Shipping Information
Order Processing
Most Velnorie orders are processed within 1–3 business days after payment has been successfully confirmed.
Business days do not include weekends or public holidays. Processing may take slightly longer during promotional periods, public holidays or periods of unusually high order volume.
Once an order has entered processing, we cannot guarantee that changes or cancellations will be possible.
Shipping Destinations
Velnorie currently ships to:
- United States
- United Kingdom
- Mexico
Shipping availability may vary depending on the product, delivery address and carrier restrictions.
Where Orders Are Shipped From
Orders may be fulfilled by our international fulfilment partners, including facilities located in China.
The origin shown on the parcel or tracking record may therefore differ from the customer’s destination country.
Estimated Delivery Time
Estimated delivery normally takes:
10–15 business days after dispatch
This estimate does not include the 1–3 business day order-processing period.
Delivery times are estimates and cannot be guaranteed. Customs inspections, local carrier delays, severe weather, public holidays, remote delivery locations or incomplete address information may affect the final delivery date.
If we become aware that an order cannot be dispatched within the stated timeframe, we may contact the customer to provide an updated estimate or another available resolution.
Order Tracking
Once an order has been dispatched, tracking information will be sent to the email address provided at checkout.
Tracking information may take several business days to begin updating after the parcel has been transferred to the carrier.
During international transportation, tracking updates may temporarily pause while a parcel:
- Moves between countries
- Undergoes customs processing
- Is transferred to a local delivery carrier
- Waits for the next carrier scan
A temporary pause in tracking does not necessarily mean that the parcel has been lost.
Incorrect or Incomplete Addresses
Customers are responsible for checking that their name, address, postal code and contact information are complete and accurate before placing an order.
Please contact us immediately if you notice an error. Once an order has been processed or dispatched, we may be unable to change or redirect the delivery address.
If a parcel is returned because of an incorrect address, incomplete address, refused delivery or repeated unsuccessful delivery attempts, additional shipping charges may apply before the parcel can be sent again.
Where permitted by applicable law, actual shipping costs may be deducted from any approved refund relating to an undeliverable order.
Taxes, Duties and Import Charges
Any taxes or duties collected by Velnorie will be shown during checkout.
Depending on the destination, order value and local regulations, customs authorities or delivery carriers may impose additional import taxes, duties or handling charges that were not collected at checkout.
Unless the checkout page specifically states that duties are prepaid, any such locally imposed charges are generally the responsibility of the recipient.
Delayed or Missing Orders
If an order has not arrived within the estimated delivery period, please:
- Review the latest tracking information.
- Check that the shipping address is correct.
- Contact the local delivery carrier where possible.
- Contact Velnorie through the Contact Us page and provide the order number.
We will review the available tracking information and contact the carrier or fulfilment partner where appropriate.
An order will not automatically be considered lost solely because tracking has temporarily stopped updating.
Orders Marked as Delivered
If tracking shows that a parcel has been delivered but you cannot locate it, please check:
- Around the delivery location
- With household members
- With neighbours or building management
- With the local delivery carrier
Please contact us promptly if the parcel remains missing. We will review the available delivery information and determine the appropriate next steps based on the circumstances and applicable law.
Returns
General Return Window
You may request a return within 14 days of receiving your order.
To begin a return, contact Velnorie through the Contact Us page before sending the item anywhere.
The return request should include:
- Your order number
- The product you wish to return
- The reason for the return
- Clear photographs or video where relevant
Do not send an item to the address shown on the parcel, shipping label or product packaging unless Velnorie has specifically confirmed that address as the authorised return location.
Returns sent without prior approval may be delayed, refused or returned to the sender.
Return Eligibility
Unless the item is faulty, damaged, incorrect or otherwise protected by applicable consumer law, returned products must normally be:
- Unused
- Unworn
- Unwashed
- Unopened where a hygiene seal is present
- In their original packaging
- Complete with all accessories, manuals, cables and included parts
- In a condition suitable for resale
Customers may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product.
Hygiene-Sensitive Products
For health and hygiene reasons, sealed products that are not suitable for return after opening may become non-returnable once their protective seal has been broken.
This may include:
- Cosmetics
- Hair-care products
- Hair-colour products
- Body-care products
- Personal-care products
- Grooming items
- Beauty tools that directly contact the skin, scalp or hair
This restriction does not apply where the product is faulty, damaged, not as described or where applicable law requires another remedy.
UK rules specifically recognise an exception for sealed health or hygiene products once they have been opened, while customers retain their rights where goods are faulty or not as described.
Electrical Products
Electrical products should be returned with all original components, including:
- Power cables
- Plugs
- Attachments
- Accessories
- Manuals
- Original packaging
Products damaged through misuse, accidental damage, incompatible voltage, unsuitable adapters, unauthorised modification or failure to follow the instructions may not qualify for a refund.
This does not limit any rights relating to products that were faulty when supplied.
Change-of-Mind Returns
For an approved change-of-mind return, the customer is normally responsible for:
- Return shipping costs
- Secure return packaging
- Obtaining proof of postage
- Any loss or damage occurring during the return journey
We recommend using a tracked shipping service. Velnorie cannot confirm receipt of a return until it has reached the authorised return location.
For eligible UK cancellations, the standard outbound delivery charge will be refunded where required by law. Additional amounts paid for premium or expedited delivery are not necessarily refundable.
United Kingdom Cancellation Rights
Eligible customers in the United Kingdom may notify us that they wish to cancel an online order within 14 days after receiving it.
After giving notice of cancellation, the customer generally has a further 14 days to return the goods.
Certain exemptions may apply, including sealed goods that cannot be returned for health or hygiene reasons after being opened. These cancellation rights do not replace the customer’s rights where goods are faulty, damaged or not as described.
Mexico Consumer Rights
Nothing in this policy limits any mandatory rights available to customers in Mexico.
Where applicable, Mexican consumer law provides a period of five business days in which a consumer may revoke consent in relevant distance-sale transactions. In such cases, the consumer may be responsible for applicable freight and insurance costs unless another legal remedy applies.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If an item is damaged, defective, incomplete or different from what was ordered, contact us as soon as possible. We recommend reporting the issue within 7 days of delivery so that we can investigate efficiently.
Please provide:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the outer packaging
- A short video where necessary
Keep the item and all original packaging until the review has been completed.
Depending on the circumstances, available resolutions may include:
- Replacement
- Missing-part shipment
- Repair
- Partial refund
- Full refund
Where the problem was caused by Velnorie, the supplier or the carrier, we will provide return instructions and cover reasonable authorised return costs where required.
The suggested seven-day reporting period does not remove any longer mandatory rights provided by applicable consumer law.
Exchanges
Velnorie does not currently offer automatic direct exchanges for change-of-mind returns.
Where appropriate, customers may return an eligible item and place a new order for the preferred product.
If an incorrect or defective product was supplied, we may offer a replacement as part of the resolution.
Return Inspection
All returned items are inspected after arrival.
A return may be rejected or the refund reduced where permitted by law if the item:
- Shows signs of use
- Has been damaged after delivery
- Is missing packaging or accessories
- Has had a hygiene seal removed where an exemption applies
- Is not the product originally supplied
- Was returned without following the authorised instructions
Refunds
Once a return has been received and inspected, we will notify the customer whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Where applicable, refunds will be processed within 14 days after we receive the returned item or acceptable evidence that it has been sent back.
Banks and payment providers may require additional processing time before the refund appears in the customer’s account.
Original shipping charges are generally non-refundable except where:
- The product was damaged, defective or incorrect
- The order was cancelled under an applicable statutory right
- Applicable law requires the shipping charge to be refunded
Refunds for Orders Not Yet Shipped
If an order is cancelled before dispatch and the cancellation can be completed successfully, the refund will be issued to the original payment method.
Once an order has been dispatched, it must normally follow the applicable return process.
Non-Returnable Items
Subject to applicable law, the following items may not be eligible for a change-of-mind return:
- Opened hygiene-sensitive products
- Used cosmetics or personal-care products
- Used hair-care or hair-colour products
- Used grooming or beauty tools
- Products damaged through misuse
- Products missing essential accessories or components
- Items specifically identified as non-returnable before purchase
Faulty, damaged, incorrect or misdescribed products remain subject to applicable consumer protections.
Statutory Rights
This Shipping & Returns Policy does not exclude, restrict or replace any consumer rights that cannot legally be waived in the customer’s country or region.
Where this policy conflicts with mandatory consumer law, the mandatory legal requirement will apply.
Contact Us
To request assistance with shipping, returns or refunds, contact Velnorie through the Contact Us page.
Please include your order number in all order-related enquiries.