Shipping & Returns
Where we ship
We ship to the United Arab Emirates only. We do not currently ship anywhere else. If you order from outside the UAE we will cancel and refund you in full rather than leave you waiting.
Where your order ships from
Our products are formulated and manufactured in South Korea, and they ship to you direct from there. We don't hold stock in a local warehouse, so your order travels the full distance rather than the last mile.
That is the honest reason delivery takes around 8 days from dispatch rather than next-day. We could store product locally and quote you two days, but it would mean buying in bulk and sitting on inventory, and that changes what ends up in the bottle. We'd rather keep the formulas and the sourcing as they are and be straight with you about the wait.
Orders are processed within 1 to 3 business days before dispatch. Customs clearance can occasionally add time beyond our control.
Shipping cost
Free on all orders. No minimum.
Tracking
Every order is tracked from the moment it leaves our fulfillment center. You will receive a tracking link by email at dispatch, and it becomes active within 24 to 48 hours. You can check progress any time from the Track Order link in our menu.
If your order is late or doesn't arrive
If your tracking hasn't updated in 10 days, or your order hasn't arrived within 21 days of dispatch, email us. We will resend it or refund you in full, your choice. You don't need to chase the carrier yourself.
Returns
We don't accept returns on opened skincare. Once a serum has been opened we can't resell it and we won't pretend otherwise, so sending it back helps nobody. This is standard for cosmetics and it's for hygiene reasons, not to make refunds difficult.
You are covered in these cases, and you do not need to post anything back:
- Your order arrives damaged
- You receive the wrong item
- Your order never arrives
- You have an allergic or adverse reaction to a product
In any of those cases, email us and we'll send a replacement or refund you, whichever you prefer. For damage claims, include a photo of the item and the packaging so we can file with the carrier.
Cancellations
You can cancel for a full refund any time before your order is dispatched. Once it has left Korea we can't recall it.
Customs and duties
Any customs charges or import duties are the responsibility of the recipient. For personal-quantity skincare orders into the UAE these are usually zero, but we can't guarantee it.
Contact
Email support@vellurelabz.com and we reply within 1 to 2 business days.