Veloura policies
Shipping policy
Clear expectations from checkout to delivery, with free shipping on orders of USD 70 or more.
Shipping charges
Orders with a merchandise subtotal of USD 70 or more (before any discount codes) ship free. Orders under USD 70 carry a flat USD 4.99 shipping charge, shown at checkout before you pay. Veloura Kosmos members always ship free with no minimum, as do subscription renewals, free rewards redemptions, and post-purchase add-ons to an existing order.
Processing
Every order is prepared and handed to the carrier within 1 to 3 days of purchase; orders placed after 2:00 PM Pacific are counted from the next day. You will receive a confirmation email when your order is placed and a second email with tracking once the carrier accepts the parcel.
Tracking
Your shipping email includes a link that shows your order status and tracking for 30 days without needing an account. Carrier scans can take a day or two to update after the first scan, especially around weekends and holidays.
Delivery windows
Once shipped, carrier transit within the United States takes 3 to 7 days, so most orders arrive within 4 to 10 days of purchase. If your tracking shows no movement for 7 business days, or your order has not arrived within 20 business days of your shipping confirmation, email help@velourahq.com with your order number and we will send a replacement or refund you in full. You will never be left chasing a carrier on your own.
Address accuracy
Please double-check your delivery address at checkout. If you spot a mistake, email us immediately with your order number. We can correct an address before the parcel ships, but once it is with the carrier we may not be able to redirect it. Orders returned to us as undeliverable due to an address error are refunded, less any costs the carrier charges us, or reshipped at no charge, your choice.
Damaged in transit
If your parcel arrives damaged, keep the packaging, photograph the box and product, and email us within 7 days of delivery. We will replace the item or refund you. See our Returns and refunds policy for details.
Questions? Email help@velourahq.com.