Shipping policy

Last updated: 28 August 2026

1. Shipping Destinations

Veluna currently ships to France and selected European countries available during checkout.

The available delivery methods, estimated delivery times and applicable shipping fees are displayed before you complete your order.

We do not ship to countries or territories that are not available for selection during checkout.

2. Order Processing

Orders are normally prepared and dispatched within 1–3 business days after payment has been successfully authorised.

Business days exclude weekends and public holidays in Estonia, France and the location of the relevant fulfilment provider.

Orders placed after the applicable fulfilment cut-off time may begin processing on the following business day.

Processing may take longer during:

• Public holidays;

• Promotional campaigns;

• Product launches;

• Periods of unusually high order volume;

• Stock verification or payment-security checks; or

• Events outside our reasonable control.

If an unexpected issue materially delays your order, we will contact you using the email address provided at checkout.

3. Estimated Delivery Times

Estimated delivery times after dispatch are:

• France: approximately 2–5 business days

• Other supported European countries: approximately 3–8 business days

The complete estimated time between placing an order and receiving it includes both:

• The 1–3 business-day processing period; and

• The applicable delivery period after dispatch.

Delivery estimates are not guaranteed delivery dates unless we expressly confirm otherwise.

Delivery may take longer during public holidays, peak periods, severe weather, transport disruption or other circumstances outside our reasonable control.

Where applicable law requires delivery within a specific period, your statutory rights remain unaffected. Unless another delivery period has been expressly agreed, orders will be delivered without undue delay and no later than the period required by applicable consumer law.

4. Shipping Costs

Shipping fees are calculated and displayed during checkout before you confirm your order.

Veluna currently offers free standard shipping on eligible orders over €69 delivered within France.

The applicable order threshold is calculated after discounts and before any excluded charges, unless otherwise stated during checkout.

Free-shipping promotions may be subject to additional conditions displayed with the relevant offer.

5. Discreet Packaging

Your privacy is important to us.

Orders are shipped in plain, discreet external packaging. The outside of the parcel does not display product names or information identifying the intimate nature of the contents.

Where operationally possible, the exterior will not display Veluna branding. However, shipping labels may contain information legally or operationally required by the carrier, customs authority or fulfilment provider, including a sender or return address.

6. Order Tracking

After your order has been dispatched, you will normally receive a shipping-confirmation email containing a tracking link or tracking number.

Tracking information may take up to 24–48 hours to become active after dispatch.

Carrier tracking updates are provided by the delivery company and may occasionally be delayed or incomplete.

7. Delivery Address

You are responsible for providing a complete and accurate delivery address at checkout.

Please review your:

• Full name;

• Street address;

• Apartment or access information;

• Postal code;

• City;

• Country;

• Telephone number; and

• Email address

before confirming your order.

If you notice an error, contact hello@veluna-global.com as soon as possible.

We will try to update the address before dispatch, but we cannot guarantee that changes can be made after fulfilment has begun.

If a parcel is returned because the address provided was incomplete or incorrect, we will contact you to arrange an appropriate solution. Additional shipping charges may apply where the delivery failure resulted from incorrect information provided by the customer, to the extent permitted by law.

8. Delivery and Transfer of Risk

Unless you independently select a carrier that was not offered by Veluna, responsibility for the products remains with Veluna until the order is physically delivered to:

• You;

• A person designated by you; or

• A delivery location expressly selected or authorised by you, where applicable.

A tracking status alone does not automatically determine whether legal delivery has taken place.

If a parcel is marked as delivered but you have not received it, contact us promptly so that we can investigate with the carrier.

9. Delayed Orders

If your order has not arrived within the estimated delivery period, please:

1. Check the tracking information provided by the carrier.

2. Check whether the carrier has left a delivery notice.

3. Check with household members, neighbours, reception staff or the selected collection point, where appropriate.

4. Contact us at hello@veluna-global.com if the parcel still cannot be located.

We will investigate the delivery status with the carrier.

If delivery does not occur within the period required by applicable law, you may request delivery within an additional reasonable period.

If we fail to deliver within that additional period, you may be entitled to cancel the contract and receive a refund.

Where delivery by a particular date was essential and agreed before purchase, additional rights may apply.

10. Lost Orders

If an order appears to have been lost during transit, contact hello@veluna-global.com with your order number.

We may ask you to confirm the delivery address and provide information reasonably needed for the carrier investigation.

Where the parcel is confirmed as lost before legal delivery has taken place, we will provide an appropriate replacement or refund without charging you additional shipping costs.

11. Damaged Deliveries

Please inspect your parcel and products after delivery.

If the shipping parcel or product arrives damaged, contact hello@veluna-global.com as soon as reasonably possible and provide:

• Your order number;

• A description of the damage;

• Photographs of the external parcel;

• Photographs of the shipping label; and

• Photographs or a short video of the damaged product, where reasonably possible.

These materials help us investigate the problem with the carrier. However, failure to report the damage within a specific number of days does not automatically remove any mandatory consumer rights.

Please keep the damaged product and packaging until we provide instructions.

Where a product was damaged before legal delivery, Veluna will provide an appropriate remedy in accordance with applicable law.

12. Incorrect or Missing Products

If you receive an incorrect product or part of your order is missing, contact hello@veluna-global.com as soon as reasonably possible.

Please include your order number and a photograph of the products received, where reasonably possible.

We will investigate and arrange an appropriate replacement, completion of the order or refund without charging you additional shipping costs.

13. Failed Delivery and Uncollected Parcels

If delivery fails, the carrier may:

• Attempt delivery again;

• Deliver the parcel to a collection point;

• Request additional delivery instructions; or

• Return the parcel to us.

You are responsible for monitoring tracking information and collecting a parcel within the period specified by the carrier.

If a parcel is returned because it was not collected or because delivery could not be completed for reasons attributable to the customer, we will contact you.

Any refund or reshipment will be handled in accordance with applicable law. Reasonable additional delivery costs may apply where permitted by law.

A failure to collect a parcel does not necessarily constitute a valid exercise of the right of withdrawal. If you wish to withdraw from your purchase, you should send us a clear withdrawal notice at hello@veluna-global.com.

14. Customs and Import Charges

Orders delivered within the European Union are generally not subject to import customs duties when dispatched from within the European Union.

If we make delivery available to a destination where import duties, taxes or customs charges may apply, any applicable charges and responsibilities will be explained during checkout or before the order is completed where required by law.

Veluna is not responsible for delays caused by customs procedures that are outside our reasonable control, but your mandatory consumer rights remain unaffected.

15. Returns

Shipping-related returns are governed by our Returns, Refunds & Legal Guarantee Policy.

For an eligible change-of-mind return, the customer is responsible for the direct return shipping cost.

Veluna will cover or reimburse necessary shipping costs when a valid claim concerns a product that is:

• Faulty;

• Damaged;

• Incorrect;

• Incomplete; or

• Not as described.

16. Contact Us

For shipping or delivery questions, contact:

VELUNA OÜ
Registration number: 17270577
Harju maakond, Tallinn
Lasnamäe linnaosa
Sepapaja tn 6
15551, Estonia

Email: hello@veluna-global.com

Please include your order number when contacting us about an existing order.