SHIPPING POLICY
Last updated: 20 August 2026
This Shipping Policy applies to orders placed through getvelyvo.com. Orders are sold by M&A KULGA SOLUTION, S.L., trading as VELYVO.
1. SHIPPING DESTINATIONS
We aim to serve customers worldwide. We currently accept orders only for countries and regions available in the checkout. Certain territories, remote areas, military addresses, parcel lockers, sanctions-restricted destinations, or locations not supported by our carriers may be unavailable.
Availability at checkout is the final confirmation that we can currently accept an order for the selected destination.
2. FULFILMENT LOCATIONS
VELYVO is a direct-to-consumer ecommerce brand that works with third-party manufacturers, fulfilment partners, and logistics providers. Depending on inventory and the delivery destination, an order may ship from a fulfilment centre in the European Union, United States, United Kingdom, Asia, or another region.
The shipping origin shown on a parcel does not change the identity of the seller. The seller remains M&A KULGA SOLUTION, S.L.. Items in the same order may be shipped separately and may arrive on different dates.
3. ORDER PROCESSING
Orders are normally processed within 1–2 business days after payment is confirmed. Business days exclude Saturdays, Sundays, and public holidays applicable to the relevant fulfilment centre.
High-demand periods, product launches, address verification, payment review, or exceptional events may extend processing time. You will receive a shipping confirmation when the order is dispatched.
4. ESTIMATED DELIVERY TIMES
After dispatch, estimated delivery for many supported destinations is 2–7 business days.
International, remote, or less frequently served destinations may require approximately 7–20 business days. Customs controls, local carrier capacity, severe weather, public holidays, security events, and other circumstances outside our reasonable control may cause additional delay.
Delivery estimates are not guaranteed dates unless we expressly state otherwise at checkout. We will not advertise a delivery timeframe unless we have a reasonable basis to expect that the order can be shipped and delivered within that timeframe.
5. FREE SHIPPING
Free standard shipping is available when the merchandise subtotal is at least USD $29, or the checkout equivalent in another supported currency, after discounts and before taxes, duties, or other government charges.
Orders below the threshold may be charged a shipping fee displayed before payment. Promotional free-shipping offers may have separate terms shown at the time of purchase.
Free shipping applies to the standard available method. Faster or upgraded shipping options, when offered, may cost extra.
6. TRACKING
When tracking is available, we will send the tracking number to the email address used at checkout. Tracking information can take 48–72 hours after dispatch to begin showing movement.
Some shipments use more than one carrier. A local carrier may receive the parcel for final delivery, and the tracking number may update or change during transit.
7. CUSTOMS, IMPORT DUTIES, AND TAXES
Prices, taxes, and duties are handled according to the delivery destination and the information shown at checkout. Where taxes or duties are collected at checkout, this will be indicated before payment.
If import duties, customs fees, brokerage charges, or local taxes are not collected at checkout, the recipient may be required to pay them to the carrier or local authority. These charges are set by the destination country and are outside our direct control. We recommend reviewing local import rules before ordering.
We do not intentionally understate the value of a parcel or mark a commercial order as a gift.
8. ADDRESS CHANGES
Review your delivery information carefully before submitting the order. To request a correction, email get.velyvo@gmail.com within 12 hours after ordering.
We will try to make the change, but we cannot guarantee it once fulfilment has started. VELYVO is not responsible for delay or non-delivery caused by inaccurate or incomplete information supplied by the customer, except where applicable law provides otherwise.
9. DELAYS
If we learn that an order cannot be shipped within the stated or legally applicable timeframe, we will contact you and, where required, provide a revised estimate and the option to accept the delay or cancel for a refund.
A carrier scan that remains unchanged for several days does not always mean the parcel is lost. Contact us if tracking has not updated for 7 business days or if the delivery estimate has passed materially.
10. LOST, DAMAGED, OR MISSING SHIPMENTS
If a parcel arrives visibly damaged, photograph the outer packaging and product and contact us as soon as reasonably possible.
If tracking suggests that a shipment is lost, we will investigate with the fulfilment partner and carrier. Where the order is confirmed lost or not delivered, we will provide an appropriate replacement or refund as required by applicable law.
If tracking is marked “delivered” but you cannot locate the parcel, first check the delivery location, household members, neighbours, building reception, and any safe place identified by the carrier. Then contact the carrier and us promptly so that we can assist with an investigation.
11. REFUSED, UNCLAIMED, OR RETURNED PARCELS
A parcel may be returned because it was refused, not collected, addressed incorrectly, or subject to unpaid properly disclosed import charges. Where permitted by law, actual return, handling, or reshipment costs may be deducted from a refund unless the issue was caused by VELYVO or the carrier.
Do not use “return to sender” as a substitute for the authorised return procedure. Please contact support for the correct return instructions.
12. CONTACT
Shipping questions can be submitted 24/7. We normally respond within 1–2 business days.
Email: get.velyvo@gmail.com
Phone: +34 663 178 101
Website: getvelyvo.com
