For the purposes of this policy:

• Business days: Monday through Friday, excluding applicable public holidays in the country from which an order is dispatched.
• Processing time: The period required to verify, prepare, inspect, and package an order before it is handed to a shipping carrier.
• Delivery time: The estimated period required for the shipping carrier to transport an order after dispatch.
• Dispatch: The point at which an order leaves our facility or that of an authorised fulfilment partner.
• Tracking information: Shipment updates provided by a carrier after an order has been dispatched.

Unless otherwise specified, all processing and delivery estimates refer to business days.

Every Velune order is carefully reviewed and prepared before shipment.

Our standard processing time is up to 2 business days.

During this period, we may perform order verification, product quality checks, packaging, and preparation for carrier collection.

Orders placed on weekends or public holidays generally begin processing on the next business day.

During promotional campaigns, seasonal sales, product launches, or periods of unusually high demand, processing may occasionally take longer.

If a significant processing delay affects your order, we will make reasonable efforts to notify you.

Once your order has been processed and dispatched, the following delivery estimates generally apply:

These timeframes begin after dispatch and do not include order processing.

Total estimated delivery time = Processing time + Shipping transit time.

Please note that delivery estimates are based on typical carrier performance and are not guaranteed arrival dates unless expressly agreed otherwise.

Actual delivery times may vary depending on the destination, customs procedures, carrier operations, public holidays, and circumstances outside our reasonable control.

These estimates do not limit any mandatory delivery rights or remedies provided by applicable consumer protection laws.

The Velune Travel Bag 2.0 may have product-specific shipping arrangements or delivery estimates.

Where a different delivery timeframe is expressly displayed on its product page before purchase, that timeframe will apply instead of the general standard delivery estimate.

Every dispatched order will receive tracking information when available from the carrier.

If priority express shipping is available for this product, the applicable shipping charge and estimated delivery period will be displayed at checkout.

Velune ships to the countries and regions supported by our fulfilment and shipping network.

Delivery availability is determined by the destination entered during checkout.

Some locations may be unavailable due to:

• Carrier restrictions or limited delivery coverage.
• Local regulations or customs requirements.
• Product-specific shipping restrictions.
• Operational or fulfilment limitations.

Remote destinations, islands, and regions with limited carrier access may require additional delivery time.

If we are unable to fulfil an order to your selected destination after purchase, we will contact you to discuss available alternatives or arrange an appropriate refund.

We aim to make shipping simple and transparent.

Free Standard Tracked Shipping

We offer free standard tracked shipping, with no minimum order value, for destinations where this shipping method is available at checkout.

Estimated delivery: 5–7 business days after dispatch.

Priority Express Delivery

Where available, customers may choose priority express delivery for faster shipping.

Estimated delivery: 3–5 business days after dispatch.

The applicable express shipping charge will be displayed at checkout before payment.

All available shipping options and their associated charges will be presented before you complete your purchase.

Any additional mandatory taxes or charges will be included or disclosed in accordance with applicable law.

After placing an order, you will receive a confirmation email at the address provided during checkout.

Please review the order details carefully, including the selected products, quantities, and delivery address.

If you need to modify or cancel an order, contact us at support@velunecompany.com as soon as possible.

We will make reasonable efforts to accommodate requests received before dispatch.

Once an order has been handed to the carrier, modifications or cancellations through our fulfilment system may no longer be possible.

However, dispatch does not remove any statutory cancellation or withdrawal rights available under applicable consumer law.

For additional information, please refer to our Refund and Return Policy.

Once your order has been dispatched, we will send a shipping confirmation email containing your tracking information when it becomes available.

You can follow your delivery through the tracking link provided in that email or by visiting the Track Your Order page on our website.

Please note:

• Tracking numbers may not become active immediately after dispatch.
• Shipping carriers may require 24–48 hours or one or more business days to register their first tracking update.
• International shipments may experience temporary gaps in tracking updates.
• Customs processing and carrier transfers may temporarily affect tracking visibility.

If your tracking information has not become available within a reasonable period after dispatch, please contact support@velunecompany.com.

Include your order number so our team can assist you efficiently.

Orders containing multiple items may occasionally be dispatched in separate packages.

This may occur when products are prepared at different fulfilment locations or shipped by different logistics partners.

As a result:

• Items from the same order may arrive on different dates.
• You may receive more than one tracking number.
• Receiving one package before another does not necessarily indicate a missing item.

If your order is divided into multiple shipments, available tracking information will be provided for each package.

If any item remains undelivered beyond a reasonable timeframe, contact our support team for assistance.

International orders may be subject to customs procedures, import duties, VAT, or other applicable destination-specific charges.

The treatment of these charges depends on the destination country, shipment origin, order value, and applicable import arrangements.

Where required by law, product prices, taxes, delivery charges, and other mandatory costs will be included or disclosed before purchase.

Certain import-related charges may be collected at checkout, while others may be assessed by the relevant customs authority or shipping carrier.

If additional import charges are payable by the customer, this responsibility must be properly disclosed and must comply with applicable law.

Customs processing may affect delivery times.

If your shipment is held by customs or you receive an unexpected import charge, please contact our customer care team for assistance.

Any consequences of refused shipments or unpaid import charges will be handled in accordance with applicable law and our Refund and Return Policy.

While we work closely with our shipping partners to provide timely delivery, delays may occasionally occur.

Potential causes include:

• Customs inspections and international clearance procedures.
• Carrier disruptions, operational backlogs, or logistical difficulties.
• Promotional campaigns and periods of high shipping demand.
• Public holidays and seasonal shipping congestion.
• Severe weather, natural disasters, or extraordinary events.
• Incomplete or incorrect delivery information.

We will make reasonable efforts to keep you informed when we become aware of significant delays.

If your order is not delivered within the agreed period or the timeframe required by applicable law, you may have the right to request delivery within an additional reasonable period or exercise other statutory remedies.

Nothing in this policy excludes your rights concerning delayed or undelivered goods.

Please ensure that your shipping information is accurate and complete before placing an order.

We recommend verifying:

• Recipient's full name.
• Street address and building number.
• Apartment, unit, or additional address details.
• Postal or ZIP code.
• City, region, and country.
• Contact information where required for delivery.

If you notice an error after placing an order, contact support@velunecompany.com immediately.

We will attempt to correct the information before dispatch whenever reasonably possible.

Once a package has been handed to the shipping carrier, address modifications may no longer be available.

If an order cannot be delivered due to incorrect or incomplete information provided by the customer, reasonable additional shipping costs may apply where permitted by law and properly disclosed.

Velune remains responsible for delivery errors caused by us or our fulfilment partners.

Depending on the destination and carrier, delivery may require a signature, multiple delivery attempts, or collection from an authorised pickup point.

If delivery cannot be completed, the carrier may temporarily hold the parcel or return it to the sender.

If your shipment is returned, our customer care team will help determine the appropriate reshipment or refund options.

Responsibility During Transportation

Velune remains responsible for goods during transportation until they come into the physical possession of the customer or a person designated by the customer, subject to applicable legal exceptions.

Where a customer independently arranges transportation using a carrier not offered by Velune, different risk-transfer rules may apply under relevant consumer protection legislation.

A parcel being marked as available for collection does not, by itself, remove statutory protections relating to delivery.

If your package appears lost, tracking has stopped updating for an extended period, or delivery has not occurred within the expected timeframe, contact support@velunecompany.com.

Our customer care team will:

1. Review the available shipment and tracking information.
2. Contact the carrier or fulfilment partner where appropriate.
3. Open a delivery investigation when necessary.
4. Provide relevant updates as the investigation progresses.
5. Arrange an appropriate resolution, including replacement or refund where required.

Some delayed packages resume movement after temporary interruptions.

We may need reasonable time to investigate delivery issues with the carrier, but this will not restrict any mandatory rights relating to undelivered goods.

We want every Velune product to arrive in excellent condition.

If your order arrives damaged, defective, incorrect, or materially different from its description, contact us at support@velunecompany.com as soon as reasonably possible.

Please provide:

• Your order number.
• A short description of the problem.
• Clear photographs or a video showing the issue, where possible.
• Photographs of the packaging if it appears damaged.

Keeping the original packaging may assist with carrier investigations, although it is not required to exercise statutory consumer rights.

Once we have reviewed your request, we will explain the appropriate resolution options.

Depending on the circumstances and applicable law, these may include repair, replacement, a price reduction, or a refund.

Eligible remedies for faulty or non-conforming goods will be provided without charge where required by law.

We want you to feel confident when shopping with Velune.

For eligible purchases, we offer a 30-day voluntary return period beginning on the date of delivery.

Customers in the European Union, European Economic Area, and United Kingdom may also have statutory withdrawal rights, generally including a 14-day period for qualifying online purchases.

Refunds for eligible voluntary returns are generally processed within 5–10 business days after the returned item has been received and inspected.

Statutory refunds will always be processed within the deadlines required by applicable law.

Original express shipping charges may be non-refundable to the extent permitted by law. Where statutory withdrawal rights apply, standard outbound delivery charges will be reimbursed as legally required.

If a product is damaged, defective, incorrect, or not delivered, your statutory remedies remain unaffected by our voluntary return conditions.

For complete return instructions, refund eligibility, and warranty information, please refer to our Refund and Return Policy.

To process and deliver your order, Velune may collect and use personal information such as:

• Your full name.
• Delivery and billing addresses.
• Email address and contact details.
• Order details and purchased products.
• Shipping and tracking information.

Where necessary, relevant information may be shared with shipping carriers, logistics providers, and fulfilment partners to complete your order.

We handle personal information in accordance with our Privacy Policy and applicable data protection legislation, including the General Data Protection Regulation (GDPR) where applicable.

For further information about how your personal data is collected, used, and protected, please review our Privacy Policy.

For privacy-related enquiries, contact support@velunecompany.com.

We may update this Shipping Policy periodically to reflect changes in our operational practices, shipping arrangements, carrier services, or applicable legal requirements.

Any updates will be published on velunecompany.com, together with the revised update date.

The shipping terms applicable to an order are generally those communicated at the time of purchase, subject to mandatory consumer protections.

We encourage customers to review this page periodically for the latest information.

This policy is intended to provide clear and transparent information about Velune's shipping and delivery practices.

Nothing in this document excludes or restricts mandatory consumer rights available under applicable legislation.

Customers in the European Union and United Kingdom retain their applicable statutory protections relating to delivery, damaged goods, missing shipments, cancellation, and reimbursement.

Where mandatory consumer protection legislation provides rights beyond those described in this policy, those legal requirements will prevail.

VELUNE · CUSTOMER CARE

Here when you need us.

If you have questions about shipping, delivery estimates, order tracking, customs procedures, or an existing purchase, our customer care team is available to assist you.

Store: VeluneCompany

Operating Company: SICLOPAY LTD

Business Address:

Spyrou Kyprianou Avenue 14, Office 1
3070 Lemesos, Cyprus

Email Support: support@velunecompany.com

Official Website: velunecompany.com

Email is our official customer-support channel.

Please include your order number when contacting us about an existing purchase so we can assist you efficiently.

We aim to respond to customer enquiries as promptly as possible and provide clear, helpful assistance throughout your shopping experience.

Thank you for choosing Velune.