Shipping and Delivery Policy
# Velura Skin — Shipping & Delivery Policy *Last updated: [13/7] · Questions? info@velura-skin.com* At Velura Skin we want your Viareline Serum to reach you quickly and safely. This page explains how and when we ship, and what to do if something goes wrong. --- ## Order processing Orders are processed within **1 to 2 business days** (Monday to Friday, excluding UK public holidays). During sales and other busy periods, processing can take a little longer, up to **3 business days**. You will receive a confirmation email as soon as your order ships. --- ## Delivery times Delivery times begin **after** processing and are estimates, not guarantees. | Destination | Estimated delivery (after dispatch) | |---|---| | **United Kingdom** | 4 to 5 business days (around 5 days on average) | | Europe | 5 to 10 business days | | United States & Rest of World | 7 to 14 business days | During sale periods, product launches, and peak seasons, delivery can take longer than usual, and we appreciate your patience if it does. International orders may also be subject to customs clearance, which can add time and is outside our control. --- ## Tracking your order - A tracking number is emailed to you as soon as your order ships. - Tracking can take **24 to 48 hours** to show its first update after dispatch. - If your tracking shows no information after **3 or more business days**, please email **info@velura-skin.com** with your order number and we'll look into it for you. --- ## Delivery delays While we work hard to hit our estimated times, delays can happen due to: - Weather and carrier network issues - High order volumes (sales, launches, holidays) - Customs processing on international orders - Incorrect or incomplete address details If your order is significantly past its estimated window, please get in touch, we'll always help and, where a parcel has genuinely gone astray, we'll resend or refund you. --- ## Shipping address accuracy Please make sure your delivery address is complete and correct at checkout, including your full name, street address (and any flat or unit number), city, postcode, and a contact number for delivery updates. We can't be responsible for orders sent to an incorrect or incomplete address provided at checkout. If an order is returned to us because of an address error, we'll happily arrange a resend (a reshipping charge may apply). If **we** make a shipping error, we'll always put it right at no cost to you. --- ## "Delivered" but not received If tracking shows your order as delivered but you haven't received it, please: 1. Check any safe places (porch, back door, bin store, garage, reception). 2. Ask neighbours or household members if they took it in. 3. Allow 24 to 48 hours, as parcels are sometimes scanned as delivered slightly early. If it still hasn't turned up, contact us within **7 days** of the delivery date and we'll make it right. --- ## Damaged parcels If your order arrives damaged, please email us within **48 hours** of delivery with a photo, and we'll send a free replacement or refund you promptly. --- ## Split shipments Occasionally, items from one order may be sent separately and arrive on different days. You'll receive tracking for each shipment, and it won't affect your total. --- ## International orders & customs For orders shipped outside the UK, any customs fees, import duties, or taxes are set by the destination country and are the responsibility of the recipient. They aren't included in your order total. We'd recommend checking your country's import rules before ordering. --- ## Contact For any shipping question, email **info@velura-skin.com** with your order number and we'll get straight back to you, usually within 24 hours.