Shipping policy
Shipping & Delivery
At Velluster, we are committed to delivering your art and stationery supplies safely and efficiently. This policy outlines our standard shipping procedures and what you can expect after placing an order.
Processing Time
All orders are processed within 1-3 business days (Monday through Friday, excluding public holidays) after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched from our warehouse.
Shipping Method & Areas
We currently offer Standard Shipping to most international destinations. Shipping costs are calculated at checkout based on your delivery address and the total weight of your items. Please note that we do not offer free shipping at this time.
Transit times for Standard Shipping typically range from 7 to 21 business days, depending on the destination country and local customs processing. These are estimates and not guarantees.
Shipping Costs & Taxes
Shipping charges are displayed clearly during checkout before you finalize your purchase. All prices on our website are exclusive of shipping costs and any applicable import duties, taxes, or customs fees. The recipient is responsible for paying any such charges levied by the destination country. Velluster has no control over these fees and cannot predict what they may be.
Order Tracking
Once your order is shipped, you will receive an email with a tracking number and a link to monitor your package's journey. Please allow up to 24 hours for the tracking information to become active on the carrier's website.
Address Accuracy
It is the customer's responsibility to provide a complete and accurate shipping address, including apartment/suite numbers and a correct phone number for the carrier. Velluster is not responsible for packages lost, delayed, or returned due to incorrect addresses provided. If a package is returned to us due to an address error, we will contact you via email to arrange re-shipping at an additional cost.
Damaged or Lost Packages
While we pack all items with great care, we understand that issues can occur during transit.
- Damaged Items: If your order arrives damaged, please contact us at [email protected] within 48 hours of delivery. Include your order number and clear photographs of the damaged product and packaging. We will work with you to find a satisfactory solution, which may include a replacement or refund.
- Lost in Transit: If your tracking information shows no movement for an extended period (exceeding the estimated delivery window by 10 business days), please contact us at [email protected]. We will initiate an inquiry with the shipping carrier.
Contact Us
For any questions regarding your order's shipment, please do not hesitate to contact our customer support team via email at [email protected]. Please include your order number for faster assistance.