Shipping policy
SHIPPING POLICY
Last updated: October 8, 2026
1. OVERVIEW
This Shipping Policy explains how and when your order will be processed and delivered. It forms part of our Terms of Service and does not limit any rights you have under the mandatory consumer protection laws of your country of residence.
2. ORDER PROCESSING
All orders are processed within 1 to 3 business days (Monday to Friday, excluding public holidays) after payment has been confirmed.
Orders placed on weekends or public holidays will begin processing on the next business day. During peak periods, such as sales events or holiday seasons, processing may take slightly longer. If so, we will inform you.
You will receive an order confirmation email once your order is placed, and a shipping confirmation email with your tracking number once your order has been dispatched.
3. DELIVERY TIMES
Once your order has been dispatched, estimated delivery times are as follows:
- United States: 3 to 15 business days
- Europe (including Spain and the European Union), United Kingdom, Canada, Australia and New Zealand: 6 to 18 business days
- Latin America: 9 to 25 business days
- Rest of the world: 9 to 25 business days
The total estimated time for your order to arrive is therefore the processing time plus the delivery time for your region.
Delivery times are estimates provided by our logistics partners. Delays may occasionally occur due to customs procedures, weather conditions, carrier capacity or other events beyond our control. Our products may be shipped from partner warehouses located in different countries, and orders containing multiple items may arrive in separate packages.
4. SHIPPING COSTS
Shipping costs, if any, are clearly displayed at checkout before you complete your payment. No additional shipping fees will be charged after your order has been placed.
5. SHIPPING DESTINATIONS
We ship to most countries worldwide. The list of available destinations is shown at checkout. If your country is not available, please contact us at infovellarissa@gmail.com and we will let you know whether delivery is possible.
6. ORDER TRACKING
Once your order has been shipped, you will receive a tracking number by email. Please allow up to 3 business days for tracking information to become active, as some carriers take time to update their systems.
If you have not received your tracking number within 5 business days of placing your order, please contact us.
7. CUSTOMS, DUTIES AND TAXES
European Union: For deliveries within the European Union, all applicable taxes, including VAT, are included in the price shown at checkout. You will not be required to pay any additional import VAT or customs fees upon delivery. If a carrier requests any such payment for a delivery within the EU, please contact us before paying so that we can resolve it.
Outside the European Union: Orders shipped to countries outside the EU, including the United States, the United Kingdom, Canada, Australia and Latin America, may be subject to import duties, taxes or customs fees charged by the destination country. These charges are not included in our prices and are the responsibility of the customer, unless otherwise stated at checkout. We have no control over these charges and cannot predict their amount. Please check with your local customs office for more information.
If you refuse to pay applicable customs charges and the package is returned or abandoned, the provisions of Section 10 will apply.
8. SHIPPING ADDRESS
Please make sure your shipping address is complete and correct before placing your order. If you need to change your address, contact us as soon as possible at infovellarissa@gmail.com. We can only modify the address before the order has been dispatched.
We are not responsible for orders delivered to an incorrect or incomplete address provided by the customer. If a package is returned to us due to an incorrect address, we will contact you to arrange reshipment, and additional shipping costs may apply.
9. DELAYED, LOST OR DAMAGED PACKAGES
Delays. If we become aware that your order cannot be shipped or delivered within the estimated timeframe, we will notify you as soon as possible and give you the option to accept the new estimated date or cancel your order for a full refund.
Lost packages. If your order has not arrived within the maximum estimated delivery time for your region (Section 3) plus 10 business days, or if tracking shows no updates for more than 15 business days, please contact us. We will open an investigation with the carrier and, if the package is confirmed lost, we will send you a replacement at no additional cost or issue a full refund, at your choice.
Packages marked as delivered but not received. Please check with neighbors, building reception and your local post office, and look around your delivery location. If you still cannot find your package, contact us within 14 days of the delivery date shown in tracking. We will open an investigation with the carrier and resolve the case in accordance with applicable law. Risk of loss passes to you only when you, or a person designated by you, take physical possession of the order.
Damaged packages. If your order arrives damaged, please take photos of the package and the product and contact us as described in Section 6 of our Refund Policy. We will send a replacement or issue a refund at no cost to you.
10. REFUSED OR UNCLAIMED PACKAGES
If you refuse delivery, fail to collect your package from a pickup point, or decline to pay applicable customs charges outside the EU, and the package is returned to us, we will issue a refund of the product price once the package is received. Original shipping costs and any return shipping costs charged to us may be deducted from the refund.
If you reside in the EU, EEA or UK and refuse delivery within your 14-day withdrawal period, the rules of Section 10 of our Refund Policy apply instead, and only the direct cost of returning the goods may be deducted.
If the package cannot be returned to us and is abandoned or destroyed by the carrier or customs as a result of your refusal, no refund can be issued, except where required by law.
11. CONTACT US
For any questions about your shipment, please contact us at:
Email: infovellarissa@gmail.com
We respond within 2 business days.
Dídac Herrero Ruiz (trading as Vellarissa)
Carrer Digoine 16, Bajo,