Shipping policy
Shipping & Delivery Policy
Last Updated: 26 July 2026
Veloura Skin aims to process and deliver every order safely and within a reasonable timeframe. Please review the following information before placing your order.
1. Order Processing
Orders are generally processed within 1–3 business days after order confirmation.
Orders placed on weekends, public holidays, or during promotional campaigns may require additional processing time.
Veloura Skin may contact you by phone, WhatsApp, SMS, or email to verify your order or delivery details before dispatch.
An order may be delayed or cancelled if the provided contact information cannot be verified.
2. Delivery Area
We currently deliver orders within Pakistan.
Delivery is subject to courier-service availability in the customer’s location. Certain remote or limited-service areas may require additional delivery time.
If delivery is unavailable to the provided address, our customer service team may contact you to arrange an alternative delivery location.
3. Delivery Charges
Veloura Skin currently offers free standard delivery on eligible orders within Pakistan.
Any applicable delivery charge or special delivery condition will be displayed at checkout or communicated to the customer before dispatch.
Free delivery does not necessarily apply to the re-dispatch of parcels returned because of an incorrect address, repeated failed delivery attempts, refusal to receive the parcel, or customer unavailability.
4. Estimated Delivery Time
Orders are generally delivered within 3–7 business days after dispatch.
Deliveries to remote or limited-service locations may take approximately 5–10 business days.
Delivery times are estimates and are not guaranteed. Delays may occur because of:
• Courier operations
• Public holidays
• Weather conditions
• Road closures or security restrictions
• High order volumes
• Incorrect or incomplete delivery information
• Customer unavailability
• Events outside our reasonable control
5. Order Tracking
Where tracking is available, tracking information may be shared through SMS, WhatsApp, email, or another available communication method.
Tracking information may take some time to update after an order has been dispatched.
6. Delivery Information
Customers are responsible for providing:
• A complete and accurate delivery address
• An active phone number
• Any necessary area, street, building, floor, or landmark details
Please review your information carefully before submitting an order.
Address or contact-detail changes should be requested before dispatch. We cannot guarantee that changes can be made after an order has been handed over to the courier.
7. Delivery Attempts
The courier may contact the customer before or during delivery.
Customers should remain available at the provided phone number and delivery address.
If delivery fails because of customer unavailability, an incorrect address, an inactive phone number, refusal to receive the order, or repeated unsuccessful delivery attempts, the parcel may be returned to Veloura Skin.
Re-dispatch may require confirmation and payment of the actual additional delivery charges.
8. Delayed Orders
Courier delays can occasionally occur after dispatch.
If your order has not arrived within the estimated delivery period, please contact us with your order number. We will review the order status and, where required, raise an inquiry with the courier company.
Courier investigations may require additional time. Veloura Skin will provide an appropriate resolution after the courier’s status has been verified.
9. Parcels Marked as Delivered
If the courier tracking shows that your parcel has been delivered but you have not received it, please:
• Check with family members, reception staff, neighbours, or building security
• Verify that the delivery address provided with the order was correct
• Contact Veloura Skin as soon as possible
We will assist in raising an investigation with the courier. The outcome will be subject to the information and delivery evidence provided by the courier.
10. Damaged, Leaking, Incorrect, or Missing Products
Please inspect your parcel when it is delivered.
If you receive a damaged, leaking, expired, defective, incorrect, or incomplete order, contact us within 7 days of delivery.
Please provide:
• Your order number
• Your full name and contact number
• Clear photographs or video of the issue
• Photographs of the outer packaging
• A photograph of the courier label
Please keep the product and its original packaging until the matter has been reviewed.
Approved claims will be handled according to our Exchange Policy.
11. Order Changes and Cancellations
Order changes or cancellation requests should be submitted as soon as possible.
We cannot guarantee changes or cancellation after an order has entered processing or has been dispatched.
Once an order has been handed over to the courier, it may need to complete the delivery or return process before any further action can be taken.
12. Refused and Unclaimed Orders
Customers are requested to place orders only when they intend to receive them.
Repeated refusal of confirmed orders, provision of false delivery information, or failure to receive multiple shipments may result in future orders being declined or requiring advance payment.
13. Contact Us
For order and delivery assistance, contact:
Veloura Skin
Samanabad, Lahore, Pakistan
Phone & WhatsApp:
+92 327 678 1000
Email:
orders@velouraskin.pk
Customer Support Hours:
Daily, 9:00 AM to 7:00 PM