Shipping policy

Where we ship

We ship to the United Arab Emirates only. We do not currently ship to any other country. If an order is placed from outside the UAE we will cancel it 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 ship to you direct from there. We do not 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 rather than next-day.

Processing time

Orders are processed within 1 to 3 business days. Orders are not dispatched or delivered on weekends or public holidays. During periods of high order volume, processing may take a few days longer.

Delivery estimates

Free shipping on all orders, with no minimum. Typical delivery is around 8 days from dispatch. Delivery times are estimates and run from the date of dispatch, not the date of order. Customs clearance and holiday peak periods can extend this.

If your tracking has not updated in 10 days, or your order has not arrived within 21 days of dispatch, contact us and we will resend your order or refund you in full, whichever you prefer.

Tracking

Every order is tracked. You will receive a shipment confirmation email containing your tracking number once your order has dispatched. Tracking becomes active within 24 to 48 hours.

Customs, duties and taxes

Any customs charges or import duties applied on arrival are the responsibility of the recipient. For personal-quantity skincare orders into the UAE these are usually zero, but we cannot guarantee it.

Damaged or lost packages

If your order arrives damaged, or your package is lost in transit, contact us support@vellurelabz.com Please keep all packaging materials and the damaged goods before filing a claim, and include your order number so we can resolve it faster.

Contact

support@vellurelabz.com We reply within 1 to 2 business days.