Shipping policy

This policy outlines how we handle delivery for all orders placed on velvenna.com. By placing an order, you agree to the terms below.

Where we deliver

We currently deliver within the United States only. Orders are delivered to the address provided at checkout. Please double-check your details before confirming, as we cannot amend addresses once a parcel is in transit.

What you'll pay

Every Velvenna order ships free within the United States. No minimum order, no hidden fees.

How long does it take

Working days are Monday to Friday, excluding U.S. public holidays.

• Processing time: Most orders are packed and prepared for dispatch within 1–2 business days.
• Transit time: Once dispatched, delivery usually takes 5–8 business days.
• Total delivery time: Most orders arrive within 6–10 business days from purchase.

If your order is placed just before a weekend or holiday, it may take slightly longer. During peak times, an extra day or two may apply. If any significant delays arise, we'll notify you by email.

Tracking

Once your order is dispatched, you'll receive an email with your tracking information. Most tracking links activate within 24 hours. If yours hasn't updated after that, contact us at contact@velvenna.com or use our contact form and we'll investigate.

Missing items or parcels

If part of your order is missing, contact us within 7 days of delivery at contact@velvenna.com with your order number and a clear photo of what you received. We'll investigate and, if confirmed, arrange a replacement or issue a refund for the missing item.

If your tracking shows delivered but you haven't received your order, contact us within 7 days. We may ask you to confirm your delivery address and any relevant details (for example, a safe place, reception, or neighbour delivery).

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, contact us immediately at contact@velvenna.com with your order number and clear photos of the issue. If confirmed, we'll provide instructions for the next steps at no cost to you.

Parcels marked as delivered

Once the carrier marks your parcel as delivered, responsibility for it passes to you. If your tracking shows delivered but you can't locate your parcel, contact us and we'll look into it by contacting the carrier directly. We also encourage you to contact the carrier in parallel — chasing it from both sides is the fastest way to a solution.

Changes to this policy

We may update this delivery policy from time to time. Any changes take effect as soon as they are published on this page.

Questions?

Email contact@velvenna.com or call +1 551-550-0264. We're available Monday to Friday, 9:00am–5:00pm EST.