VelourDoll Shipping Policy
At VelourDoll, we work with overseas and regional warehouse partners to provide discreet shipping for eligible products and destinations.
Shipping Destinations
We currently ship only to supported countries and regions listed on our website or checkout page. If your shipping country is not available at checkout, we are unable to ship to that location.
Some islands, remote areas, or hard-to-deliver regions may require additional shipping fees. If your address is classified as remote or island-based by the carrier or warehouse, you may be required to pay the actual additional shipping cost before your order can be shipped.
If additional shipping fees apply and you do not wish to proceed, we may cancel and refund the order before shipment.
Processing Time
Orders are usually processed within 3–5 business days before dispatch. Processing time may vary depending on warehouse availability, order verification, carrier pickup schedules, and holidays.
Once your order has shipped, you will receive tracking information by email.
Delivery Time
Estimated delivery times vary by destination, warehouse location, carrier service, customs clearance, holidays, weather, and other shipping conditions.
Tracking information may take 1–3 business days to update after dispatch.
Address Accuracy
Please make sure your shipping address is complete and correct before placing your order.
If you need to change your shipping address after placing an order, contact us immediately at:
support@VelourDoll.com
Address changes are not guaranteed. If the parcel is already in transit, the customer is responsible for any carrier address-change operation fees. These fees may still apply even if the address change request is unsuccessful.
Failed Delivery, Refused Packages, and Unclaimed Orders
If a package cannot be delivered because of an incorrect address, failed delivery attempt, refusal, or the customer not accepting the parcel, the customer is responsible for all related shipping costs, including original shipping fees, return shipping fees, carrier handling fees, and any other warehouse or logistics charges.
If a package is refused without a valid reason, the customer must either pay the round-trip shipping cost or arrange return shipping at their own expense. Cash-on-delivery returns are not accepted.
Refunds, if applicable, will only be considered after the warehouse receives and inspects the returned item. If the product is used, damaged, opened, incomplete, or no longer suitable for resale, no refund will be issued.
In-Transit Interception
If a customer requests to intercept or cancel a package while it is already in transit, the customer is responsible for the carrier interception fee and round-trip shipping costs. Return shipping is usually the same cost as the original outbound shipping.
Interception is not guaranteed.
Lost or Abnormal Tracking
A package may be considered lost or abnormal if tracking has not updated for an unusually long time or the carrier shows an abnormal delivery status.
To help us open a claim, the customer must provide a full English screenshot from the order platform showing:
• Customer shipping address
• Tracking number
• Order value
• Full order details
Partial screenshots may not be accepted.
After the claim is reviewed and approved by the carrier or warehouse, we may offer a full refund or replacement shipment. If the customer cannot provide the required proof, we may be unable to process the claim.
Delivered But Not Received
If tracking shows that the package has been delivered, but the customer says it was not received, we can provide available delivery proof, such as POD confirmation.
If signature service was not purchased, compensation is not guaranteed.
To request a carrier investigation, the customer may need to provide evidence that the package was not received, such as security camera footage or other delivery-area proof. Carrier investigations are not guaranteed to succeed.
Returns to Warehouse
Please do not return any product without contacting us first.
European warehouse addresses do not accept customer returns. If a package is returned without authorization, the warehouse may be unable to identify it, and no refund or compensation will be guaranteed.
For any return-related issue, contact:
support@VelourDoll.com