Shipping policy
Delivery time
Every Veloura Heirlooms item is made to order. Your total delivery time is production time + shipping time.
Production: 3-7 business days once we have your personalisation details. Adding Priority Production moves your order to the front of the queue.
Shipping (after production):
- United States: 5-10 business days
- United Kingdom and Europe: 7-14 business days
- Canada and Australia: 8-16 business days
- Rest of the world: 10-20 business days
These are estimates and are not guaranteed. Items in the same order may be made in different studios and arrive in separate parcels. Your gift box travels with the first parcel.
Shipping costs
Shipping is calculated at checkout based on your address and the items in your order.
Tracking
When your order ships you will receive an email with your tracking link. Tracking can take 24-48 hours to show its first update.
Ordering for a date
If you are ordering for a wedding, memorial or holiday, please order early and email hello@velouraheirlooms.com with your date. We will tell you honestly whether it can arrive in time.
Customs and duties
Orders shipped outside the country of production may be subject to local import taxes or duties, which are the responsibility of the recipient.
Address changes
Please double-check your shipping address at checkout. We are not responsible for parcels sent to an incorrect address provided at checkout. If you spot a mistake, email us within 12 hours of ordering and we will do our best to update it before production.
Lost or damaged parcels
If your tracking shows no movement for 10 business days, your parcel is marked as delivered but has not arrived, or it arrives damaged, email hello@velouraheirlooms.com. See our return and refund policy for how we put it right.