CUSTOMER CARE

Shipping Policy

Last updated: October 2026

Order processing

Orders are processed after payment has been successfully confirmed. Processing time may vary by product. Ready-to-ship items are prepared as quickly as possible, while made-to-order or customized products may require additional preparation time. Where applicable, estimated preparation information is shown on the product page. Business days do not include weekends or public holidays.

Shipping methods

VELNORAYA offers tracked delivery to supported destinations. Available shipping charges and any applicable free-shipping offer are shown during checkout before payment is completed. Once an order has been dispatched, tracking information is provided when available.

Delivery estimates

Delivery times vary by destination, carrier, customs processing, local holidays, peak shopping periods, weather, and other circumstances outside our control. Any delivery estimate is an estimate rather than a guaranteed arrival date.

Customs, duties & taxes

International orders may be subject to import duties, taxes, customs fees, or other charges imposed by the destination country or region. Unless otherwise stated at checkout, these charges are the responsibility of the recipient and are not collected by VELNORAYA.

Shipping address

Please check your shipping information carefully before placing your order. If you notice an error, contact Customer Care as soon as possible. We will try to help before dispatch, but we cannot guarantee that an address can be changed once fulfillment has begun. VELNORAYA is not responsible for delivery issues caused by an incorrect or incomplete address provided at checkout.

Delayed or missing parcels

If tracking has not updated for an extended period or a parcel appears to be missing, contact Customer Care with your order number. We will review the available tracking information and, where appropriate, work with the shipping provider to investigate the shipment.