Shipping policy

At VELYQEN, we are committed to making your shopping experience simple, reliable, and transparent. We carefully process and prepare every order to ensure your items arrive safely and in excellent condition.

ORDER PROCESSING

Orders are typically processed within 1–3 business days, excluding weekends and public holidays.

Once your order has been processed and shipped, you will receive a shipping confirmation email containing your tracking information, when tracking is available.

During holidays, promotional events, new collection launches, or periods of high order volume, processing may take slightly longer.

SHIPPING RATES

Shipping rates, available shipping methods, and any applicable shipping promotions will be displayed at checkout before payment is completed.

From time to time, VELYQEN may offer free shipping promotions or other shipping offers. Eligibility and conditions for these promotions will be displayed on our website at the time of the offer.

We reserve the right to modify or discontinue shipping promotions at any time.

ESTIMATED DELIVERY TIMES

Estimated delivery times vary depending on the destination, shipping carrier, and shipping method selected at checkout.

Typical estimated delivery times after dispatch are:

Australia: 3–8 business days
New Zealand: 5–10 business days
United States & Canada: 7–15 business days
United Kingdom & Europe: 7–15 business days
Other International Destinations: 7–20 business days

Please note that these are estimated delivery times only and are not guaranteed.

Delivery may occasionally be delayed due to customs processing, carrier disruptions, severe weather, public holidays, high-volume periods, or other circumstances outside our reasonable control.

INTERNATIONAL SHIPPING

VELYQEN may ship to international destinations where delivery service is available.

International orders may be subject to customs duties, import taxes, VAT, or other fees imposed by the destination country.

Unless otherwise stated during checkout, these charges are not included in the product or shipping price and are the responsibility of the recipient.

Customs requirements vary between countries. We recommend checking your local customs regulations before placing an international order.

ORDER TRACKING

When tracking is available, you will receive a tracking number by email after your order has been dispatched.

Please allow some time for the carrier's tracking system to update after receiving your shipping confirmation.

SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully check your:

Full name
Street address
Apartment or unit number, if applicable
City and state
Postal code
Country
Contact information

If you notice an error in your shipping address, please contact us as soon as possible at help@velyqen.com.

We will make reasonable efforts to assist you before the order is dispatched, but we cannot guarantee that an address can be changed after an order has entered processing or has been shipped.

ORDER CHANGES & CANCELLATIONS

If you need to change or cancel an order, please contact us as soon as possible.

Once an order has been processed, packed, or transferred to the shipping carrier, we may no longer be able to modify or cancel it.

DELAYED SHIPMENTS

Occasionally, shipping carriers may experience unexpected delays.

If your tracking information has not updated for an extended period or your order has not arrived within a reasonable period after the estimated delivery window, please contact us at help@velyqen.com.

Our customer support team will assist you in reviewing the shipment information and, where appropriate, contacting the carrier.

LOST PACKAGES

If you believe your package has been lost in transit, please contact us with your order number and shipping information.

We will review the tracking information and work with the shipping carrier where appropriate to investigate the shipment.

PACKAGES MARKED AS DELIVERED

If tracking shows your package as delivered but you cannot locate it, we recommend:

Checking around your property and designated delivery locations.
Asking household members or neighbours whether they accepted the package.
Checking with your building reception or mailroom, where applicable.
Contacting the shipping carrier for additional delivery information.

If you are still unable to locate your order, please contact us and we will assist where reasonably possible.

DAMAGED PACKAGES

If your order arrives damaged, please contact us as soon as possible at help@velyqen.com.

Please include your order number and clear photographs of the damaged item and packaging so that our team can review the issue.

MULTIPLE SHIPMENTS

In some circumstances, items from the same order may be shipped separately.

If this occurs, you may receive more than one shipping confirmation or tracking number. You will not be charged additional shipping fees solely because we choose to split an order into multiple shipments.

RETURNED OR UNDELIVERABLE PACKAGES

Packages may be returned to us if the shipping address is incorrect, incomplete, delivery is refused, or the carrier is unable to complete delivery.

If a package is returned to us, please contact our customer support team so we can review the available options.

Additional shipping charges may apply if an order needs to be shipped again because incorrect or incomplete delivery information was supplied at checkout.