배송 정책

1) Processing Time (Order Handling)

  • Processing time: Orders are typically processed within 1–3 business days (Mon–Fri, excluding holidays).

  • During peak seasons, product drops, promotions, or holiday periods, processing may take longer.

  • You will receive a confirmation email after purchase and a shipping confirmation email with tracking once your order is dispatched.

2) Shipping Time (Transit)

Shipping times vary by destination and carrier conditions. Estimated delivery times (after dispatch):

  • UK/EU: approx. 6–12 business days

  • USA/Canada: approx. 7–14 business days

  • Australia/NZ: approx. 10–20 business days

  • Other countries: approx. 10–25 business days

These are estimates, not guarantees. Delays can happen due to customs checks, local carrier backlogs, weather, strikes, or other events outside our control.

3) Tracking Information

  • Tracking will be sent to the email used at checkout once the shipment is dispatched.

  • Tracking updates can take 24–72 hours to appear after dispatch.

  • Some carriers may show limited updates until the parcel reaches your country or a local facility.

4) Address Accuracy (Very Important)

Customers are responsible for providing a complete and correct shipping address, including:

  • Street name and house number

  • Apartment/unit number (if applicable)

  • Correct ZIP/postal code

  • Phone number (recommended for delivery)

If an order is returned to us or lost due to an incorrect/incomplete address provided by the customer, we may offer:

  • Reshipment (customer covers reshipping cost), or

  • Refund minus shipping/handling costs (if applicable)

5) Delivered but Not Received (Porch Piracy / Theft)

If tracking shows “Delivered” (including “Front door”, “Mailbox”, “Left with neighbor”, etc.), the package is considered successfully delivered by the carrier.

Velside is not responsible for packages that are stolen or taken after delivery (e.g., porch piracy), or for delivery decisions made by the carrier (such as leaving the parcel in a “safe place”).

If this happens, we recommend you:

  • Check around the property and with neighbors/building management

  • Contact your local carrier/post office immediately

  • File a theft report with local authorities if needed

We will assist you by providing tracking details and shipping confirmation, but we cannot guarantee replacements/refunds in cases where the carrier confirms delivery.

6) Lost in Transit (Carrier Issues)

A package may be considered lost in transit if:

  • There are no tracking updates for an extended period, and

  • The carrier confirms the shipment cannot be located

If your package appears lost, contact us and we will review the case. Depending on the situation, we may offer:

  • A replacement shipment, or

  • A refund, after investigation and carrier confirmation

Investigation timelines vary by carrier and destination.

7) Returned to Sender / Refused Packages

If a package is returned to us due to:

  • Incorrect/incomplete address

  • Refusal by recipient

  • Failure to pick up from local carrier/collection point

  • Multiple failed delivery attempts

We can offer a reshipment (customer covers reshipping), or a refund minus any shipping/handling fees and return costs, where applicable.

8) Customs, Duties & Taxes

International orders may be subject to customs duties, import taxes, and clearance fees depending on your country.

  • These fees are not controlled by Velside and are the responsibility of the customer.

  • If you refuse to pay customs fees and the shipment is returned or destroyed, we may not be able to offer a full refund.

9) Split Shipments (Multiple Packages)

If your order contains multiple items, it may ship in separate packages (different warehouses or dispatch schedules).
You may receive multiple tracking numbers.

10) Shipping Restrictions

We do not ship to certain restricted locations or countries where carriers cannot reliably deliver. If we cannot deliver to your address, we will contact you and refund the order.

11) Changes & Cancellations

  • If you need to change your shipping address, contact us as soon as possible.

  • Once an order is processed or shipped, we may not be able to modify it.

  • Cancellations are only possible before processing. After dispatch, cancellations are not possible.

12) Damaged Package / Items

If your item arrives damaged, contact us within 48 hours of delivery and include:

  • Order number

  • Photos of the packaging and the damaged item

We’ll review and offer a suitable solution (replacement/partial refund) depending on the case.

13) Contact

If you need help with shipping or tracking, contact us at:
help@velside.com
Include your order number and (if available) your tracking number.