CUSTOMER CARE

Shipping Policy

Retail checkout ships every in-stock piece to Australia plus Singapore, Malaysia, Thailand and Vietnam. Wholesale and OEM inquiries remain welcome.

Last updated: September 21, 2026

1. Order processing

In-stock retail items: Payment-confirmed in-stock retail orders are normally prepared for dispatch within 3–5 business days.

Made-to-order or pre-order items: Made-to-order or pre-order items may require approximately 7–15 business days before dispatch. The estimated preparation time will be stated on the product page, quotation or order confirmation.

Wholesale, gift and OEM: Wholesale, gift and OEM preparation times depend on the product, quantity, packaging and approved specifications. The applicable schedule will be confirmed in the written quotation or order confirmation.

These are estimated processing times, not guaranteed arrival times. Processing time is separate from transit time. Final timing is confirmed at checkout, or in the inquiry reply, quotation or order confirmation for inquiry-based orders.

2. Shipping destinations and availability

Online checkout currently ships to Australia, Singapore, Malaysia, Thailand and Vietnam. Other destinations are not available at checkout. We do not claim that every country or region can be served.

3. Shipping costs

Minimum merchandise subtotal: US$49.90. Shipping and applicable taxes are calculated separately. Free-shipping thresholds below are separate from this minimum.

Australia
Tracked standard shipping: A$14.90
Estimated delivery: 10–17 business days, including order processing.
Checkout is charged in US dollars: US$9.90 · Free shipping over US$89.

Southeast Asia Shipping

Tracked standard shipping is currently available to Singapore, Malaysia, Thailand and Vietnam.

Singapore
US$6.90 · Free shipping over US$69
Estimated delivery: 7–12 business days

Malaysia
US$7.90 · Free shipping over US$69
Estimated delivery: 7–14 business days

Thailand
US$8.90 · Free shipping over US$79
Estimated delivery: 8–15 business days

Vietnam
US$8.90 · Free shipping over US$79
Estimated delivery: 8–15 business days

Delivery estimates include normal order processing but may be affected by customs clearance, local public holidays and carrier delays.

Remote destinations and oversized parcels may require an additional shipping charge. If an adjustment is required, we will contact you before dispatch.

Import duties, taxes and local handling charges, if applicable, are the responsibility of the recipient.

First-Order Launch Gift
The first successful customer order shipping to Australia or Singapore, and containing an eligible silk piece, receives one complimentary silk unit and free standard shipping. A minimum pre-discount merchandise subtotal of US$49.90 applies. The page still shows the normal shipping price; the waiver is applied at checkout. Import duties and taxes are not included. Express shipping is not offered.

4. Transit estimates

Preparation is about 2–3 business days, then tracked international transit. Country estimates above include order processing. Delivery estimates are provided in good faith and are not guaranteed.

We do not promise express delivery, guaranteed delivery times, or customs-free shipping. Factory preparation, handover, and customs can add time.

5. Customs, duties and taxes

Unless expressly stated otherwise in the written quotation, order confirmation or checkout, import duties, taxes, customs charges, brokerage fees and local handling charges are the responsibility of the recipient.

These charges are determined by the destination country or local authorities and are not controlled by VELATMOS LIVING. Customers should check the applicable import requirements before confirming an international order.

6. Packaging for hair accents and woven goods

Silk and acetate hair accents, gift boxes, and woven bags or baskets are packed to protect shape, finish, and presentation for international transit. Packaging methods vary by product, quantity, and destination. Protective packing reduces risk but cannot eliminate all transit damage.

7. Tracking

Tracking information will be provided when it is available from the selected carrier.

8. Incorrect address and failed delivery

Please provide a complete and accurate delivery address. Additional costs arising from incorrect addresses, refused delivery or prolonged non-collection may be charged to the customer where permitted. This does not limit mandatory consumer rights that cannot legally be excluded.

9. Wholesale and OEM shipping

Delivery terms, packaging standards, carriers and timelines for wholesale, gift and OEM orders are confirmed in the applicable quotation, purchase order or contract.

Questions about this policy? Contact us at hello@velatmos.com.