We understand you might be eager to receive your order.The average delivery time for our products is usually around 7–10 business days.

Occasionally, unforeseen circumstances may cause a delay in delivery. We apologize for any inconvenience this may cause. Rest assured, we are actively monitoring the progress of your order and doing everything we can to ensure timely delivery.

We regularly send you shipping updates via email. These emails may sometimes end up in your spam folder, so we recommend checking there as well.

Want more details? No problem! To track the exact location of your package, we recommend using our Track & Trace service. You can enter the tracking number you received into the dedicated Track & Trace section on our website. This gives you direct access to the most up-to-date delivery information.

We understand you want to stay informed about your order status. With our Track & Trace service, you can follow the real-time status of your package yourself.

We process orders quickly. Contact us within 12 hours of placing your order at info@velaluxe.com and we'll do our best to cancel before dispatch.

We always strive to make our customers happy with our products. We know we can’t please everyone, but if you feel our product is not acceptable, don’t hesitate to email us and we will help you solve the issue.

If you would like to return an order, we are happy to assist you. Products covered by our return policy can be returned within 30 days of receiving the goods. Email us and we will guide you through the process.

Once we receive the returned item, we will process it as quickly as possible.

For more details, please see our Return Policy.

We offer free shipping on all orders above €20. Orders below €20 may incur a small shipping fee at checkout.

The average delivery time is 7 business days.

Contact us at info@velaluxe.com. We will ask you to provide some photos and/or a video of the product you received so we can better analyze the situation.

Once our team has reviewed the information and confirmed your case, we will arrange a replacement. Unfortunately, we cannot provide a replacement without visual proof of the defect or incorrect item.

Our return address is international. You must contact our team for the return address. Be sure to provide the tracking number so we can track the item back to our warehouse.

If you return an order without requesting the return address or without providing the reason for the return, no refund will be issued.

Yes, the full order must be returned. For hygiene reasons, opened consumable products are assessed case by case. Contact our team and we will guide you through the process.