VELTORO Shipping Policy
Last updated: 22/07/2026
Thank you for shopping with VELTORO. We ship internationally and aim to deliver every order as quickly and safely as possible.
Processing time
Orders are normally processed and dispatched within 1–2 business days after payment has been confirmed.
Business days are Monday to Friday, excluding public holidays. Orders placed during weekends or public holidays will begin processing on the next business day.
Processing may take slightly longer during busy periods, product launches or promotional events.
Estimated delivery time
Our estimated international delivery time is:
7–12 business days after dispatch
Including processing, most orders should arrive within approximately 8–14 business days after the order is placed.
Delivery dates are estimates rather than guarantees. Customs checks, local postal services, weather conditions and other circumstances outside our control may affect delivery.
International shipping
VELTORO ships to selected countries worldwide. Available delivery destinations and shipping costs will be shown during checkout.
Orders may be dispatched from one of our international fulfilment centres. This allows us to ship products from a location suitable for the customer’s delivery address.
Split shipments
Products from the same order may sometimes be sent in separate packages. This may happen when products are stored at different fulfilment centres.
Separate packages may arrive on different days. You will not be charged additional shipping fees when we divide an order into multiple shipments.
Tracking your order
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information, where tracking is available.
Tracking may take 2–5 business days to show its first update. This does not normally mean that the package has stopped moving.
Please check your spam or junk folder if you have not received your shipping confirmation.
Customs duties and import taxes
International orders may be subject to customs duties, import taxes or handling fees charged by the destination country.
Unless clearly stated otherwise at checkout, these charges are not included in the product or shipping price and are the customer’s responsibility.
VELTORO does not control customs charges or local customs procedures.
Address changes
Please check your delivery details carefully before placing an order.
Contact us as soon as possible if you notice a mistake. We will try to update the address, but we cannot guarantee changes once processing has started.
VELTORO is not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer. Reshipping charges may apply if an order is returned to us for this reason.
Delayed orders
Please allow a few additional business days if your order has not arrived within the estimated delivery time.
Delays may be caused by:
Customs inspections
Local postal delays
Public holidays
Severe weather
High seasonal demand
Incorrect delivery information
Events outside the control of VELTORO or the carrier
EU consumer delivery rights continue to apply. Under EU rules, goods must be delivered within the agreed period or, when no period has been agreed, generally within 30 days.
Lost packages
Contact us at [customer service email] if your tracking has not updated for an extended period or your order has not arrived after the estimated delivery period.
We will review the tracking information and may ask the delivery company to investigate.
When the delivery company confirms that a package has been lost, we will arrange an appropriate solution, such as a replacement or refund.
Packages marked as delivered
When tracking shows that a package has been delivered but you cannot find it, please:
Check the delivery area around your property
Ask other members of your household
Check with your neighbours
Contact the local delivery company
Allow up to two additional business days
Contact us if the package still cannot be found. We will help you review the delivery information and, where possible, open an investigation with the carrier.
Refused or uncollected packages
Customers are responsible for accepting or collecting their packages.
If an order is returned because it was refused, not collected or sent to an incorrect address, any refund will be processed under our Returns & Exchanges Policy.
Original shipping costs, return fees or reshipping costs may be deducted where permitted by law.
Damaged packages or incorrect products
Please inspect your order soon after delivery.
Contact us at [customer service email] if your package arrives damaged or contains an incorrect product. Include:
Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging and shipping label
We will review the issue and provide a suitable solution.
Order changes and cancellations
Contact us as soon as possible if you would like to change or cancel your order.
We will try to help, but changes and cancellations cannot be guaranteed once processing has begun. Orders that have already been dispatched must be handled through our Returns & Exchanges Policy.
2. VELTORO Returns & Exchanges Policy
Last updated: 22/07/2022
We hope you are happy with your VELTORO order. Should something not be right, you can request a return or exchange under the conditions below.
This policy applies internationally, while giving priority to the mandatory consumer rights that apply in the European Union and the customer’s country.
30-day return period
You may request a return or exchange within 30 days of receiving your order.
Your return request must be sent to [customer service email] within the 30-day period.
This voluntary 30-day policy does not limit any mandatory rights provided by local consumer law.
EU right of withdrawal
Customers in the European Union generally have the right to withdraw from an online purchase within 14 days of receiving the goods, without providing a reason. Certain legal exceptions apply, including qualifying sealed products that cannot be returned for hygiene or health-protection reasons after being unsealed.
Our 30-day return period provides additional time for eligible items and does not replace or reduce the legal EU withdrawal right.
General return conditions
To qualify for a standard return or exchange, the product must be:
Returned in its original condition
Unused, except for reasonable inspection
Unwashed and unaltered
Free from damage, stains, makeup, deodorant, perfume, hair or other marks
Returned with the original tags attached
Returned with its original packaging and accessories
Suitable for resale
Items showing more handling or use than necessary to examine them may be refused under our voluntary return policy. For EU statutory withdrawals, a reduction may instead be made for loss of value where permitted by law.
Hygiene-sensitive products
Some VELTORO products, including adhesive bras and other intimate products, are supplied with protective films or hygiene seals.
For health and hygiene reasons, these products cannot be returned under our voluntary return policy after they have been:
Applied to the body
Worn
Used
Unsealed
Returned without their protective films
Returned with damaged or removed hygiene seals
Returned with touched, marked or contaminated adhesive surfaces
For EU customers, any statutory hygiene exclusion will only be applied where the product was supplied appropriately sealed for health or hygiene protection and the qualifying seal was removed after delivery.
This restriction does not remove your rights when the product is faulty, damaged, incorrect or not as described.
Clothing returns
Clothing may be carefully tried on indoors to check its fit and appearance.
It must not be worn for normal or extended use. Returned clothing must be:
Unwashed
Unworn beyond trying it on
Free from stains, makeup, deodorant, perfume, smoke and body odour
Free from damage or alterations
Returned with all original tags attached
Returned in its original packaging where possible
Clothing showing signs of actual wear may not qualify for our voluntary 30-day return policy. For a valid EU statutory withdrawal, handling beyond what is necessary to inspect the product may result in a reduced refund rather than automatically removing the withdrawal right.
Non-returnable products
Unless faulty, incorrect or otherwise protected by mandatory law, we cannot accept voluntary returns of:
Used or worn hygiene-sensitive products
Adhesive bras with removed protective films
Products with broken hygiene seals
Washed or visibly worn clothing
Products damaged after delivery
Personalised or made-to-order products
Gift cards
Final-sale items where the exclusion is legally permitted and clearly shown before purchase
How to request a return
Please provide:
Your full name
Your order number
The product you wish to return
Whether you prefer a refund or exchange
The size or colour required for an exchange
Photographs if the product is damaged, faulty or incorrect
We will provide return instructions and the correct return address.
Do not return your order to the address shown on the original shipping label unless we confirm that it is the correct return address.
Return shipping costs
Customers are responsible for standard return shipping costs unless:
The product arrived faulty or damaged
We sent the wrong product
We agreed to cover the costs
Applicable law requires us to cover them
EU customers must be informed before purchase when they are responsible for direct return costs. If this information is not provided beforehand, the seller may be required to cover those costs.
We recommend using a tracked shipping service and keeping proof of postage until your return has been completed.
International returns
Customers outside the EU may request a return within 30 days, subject to this policy and any mandatory local consumer rights.
International customers are responsible for:
Return shipping costs
Completing customs documents correctly
Marking the shipment as returned merchandise
Any charges caused by incorrect return documentation
Customs duties and import taxes originally paid are not normally refunded by VELTORO. You may need to contact your local customs authority.
Refunds
Returns will be inspected after they arrive.
Approved refunds will be sent to the original payment method. Your bank or payment provider may require additional time to show the refund in your account.
For valid EU withdrawals, refunds must generally be made within 14 days after the withdrawal notice. The seller may wait until the goods have been received or the customer provides evidence that they have been returned. The least expensive standard outbound delivery cost must generally be refunded when the complete order is withdrawn.
Additional fees paid for express or upgraded delivery are not normally refundable.
Exchanges
Eligible products may be exchanged within 30 days of delivery, subject to stock availability.
Products returned for exchange must meet the same conditions as products returned for a refund.
We cannot guarantee that your requested size or colour will remain available. If it is unavailable, we may offer:
Another product
Store credit
A refund to the original payment method
For international orders, returning the original item for a refund and placing a new order may be faster than completing a direct exchange.
Faulty, damaged or incorrect products
Contact us as soon as possible if your product:
Arrived damaged
Has a manufacturing fault
Is different from what you ordered
Does not match its description
Is missing a part or accessory
Include your order number and clear photographs of the item, packaging and shipping label.
Depending on the circumstances and applicable law, we may provide a repair, replacement, price reduction or refund. EU customers retain their statutory rights for products that are faulty or do not match their description.