Shipping policy
Shipping Policy
Last updated: September 19, 2026
At Velvet Oud, we aim to prepare and deliver your order safely and efficiently. This Shipping Policy explains how orders placed through www.velvetoudstore.com are processed and delivered.
Order Processing
Orders are processed after payment has been successfully confirmed. Processing times may be extended during weekends, public holidays, promotional periods, product launches, or periods of high order volume.
Once your order has been shipped, you will receive a shipping confirmation with tracking information when available.
Shipping Destinations and Costs
Available shipping methods, estimated delivery times, and shipping charges are displayed at checkout based on your delivery address and order details.
Customers are responsible for providing a complete and accurate name, phone number, and delivery address. Velvet Oud is not responsible for delays or failed deliveries caused by incorrect or incomplete information.
Estimated Delivery
Delivery estimates shown at checkout are provided in good faith and begin after the order has been processed. They are estimates only and are not guaranteed.
Delivery may be delayed due to courier operations, public holidays, weather conditions, customs procedures, remote delivery locations, or other circumstances beyond our reasonable control.
Order Tracking
When tracking is available, the tracking details will be sent to the email address or phone number provided with the order. Please allow time for the courier’s tracking system to update after receiving the shipping confirmation.
International Orders, Customs, and Duties
International orders may be subject to customs inspections, import duties, taxes, or additional fees imposed by the destination country. Unless otherwise stated at checkout, these charges are the customer’s responsibility and are not included in the product or shipping price.
Customs processing may cause delays beyond the estimated delivery timeframe.
Incorrect Addresses and Failed Delivery
Please check your shipping details carefully before completing your purchase. If you notice an error, contact us as soon as possible at info@velvetoudstore.com.
We cannot guarantee that an address can be changed after an order has been processed or shipped. Additional shipping charges caused by an incorrect address, refused delivery, or repeated delivery attempt may be charged to the customer.
Lost, Damaged, or Missing Orders
If your order arrives damaged, contains an incorrect item, or appears to be missing, contact us at info@velvetoudstore.com within 48 hours of delivery. Include your order number and clear photos of the product and packaging.
If tracking shows that an order was delivered but you have not received it, please check with household members, neighbours, building reception, and the courier before contacting us. We will assist with the courier investigation where possible, but its outcome may depend on the courier’s findings.
Order Changes and Cancellations
You may request an order change or cancellation before shipment by contacting info@velvetoudstore.com. We cannot guarantee changes or cancellations after processing has begun. Once shipped, the order is subject to our Return and Refund Policy.
Contact Us
For shipping questions, contact:
Velvet Oud
Website: www.velvetoudstore.com
Email: info@velvetoudstore.com