1. Order processing

All orders are processed within 1 to 3 business days. Orders placed on weekends or holidays are processed on the next business day. If additional information is needed to complete your order, such as address verification or payment confirmation, we will contact you by email.

2. Shipping costs

Shipping options and their costs, including any free-shipping offer, are shown at checkout before you complete your purchase.

3. Shipping regions and estimated delivery times

The timeframes below are estimated delivery periods based on the destination and the shipping method selected.

• United States — Standard: 10 to 14 business days · Express with tracking: 4 to 8 business days
• Germany — Standard: 10 to 12 business days · Express with tracking: 4 to 8 business days
• Canada — Standard: 11 to 15 business days · Express with tracking: 5 to 10 business days
• United Kingdom — Standard: 11 to 15 business days · Express with tracking: 5 to 10 business days
• Australia — Standard: 11 to 15 business days · Express with tracking: 5 to 10 business days
• New Zealand — Standard: 11 to 15 business days · Express with tracking: 5 to 10 business days

Orders may be shipped from our overseas warehouses, depending on the watch, availability and destination. Delivery timeframes are estimates and may be affected by weather, periods of high demand, holidays, customs procedures and carrier delays.

4. Tracking

Every order includes tracking. Once your order ships, you will receive an email with your tracking number or link. Tracking updates are provided by the carrier and there may be gaps between updates during transit. If you have not received a tracking email within 5 business days of your order, check your spam folder or contact us at hello@vellortime.com.

5. Lost or stuck packages

If a tracked package shows no movement for 15 business days, email hello@vellortime.com with your order number. We will investigate with the carrier and, when applicable, resend your order or issue a refund.

6. Damaged on arrival

Please inspect your watch on arrival. If it arrives damaged, email us within 7 days of delivery with photos and we will replace it at no cost to you.

7. Shipping address

You are responsible for providing a complete and accurate shipping address at checkout. If you notice an error, contact us as soon as possible at hello@vellortime.com; we will do our best to update it if the order has not yet been processed or shipped. Once an order has been processed or shipped, address changes and package interceptions cannot be guaranteed. VELLOR is not responsible for delivery issues caused by incorrect or incomplete shipping information.

8. Taxes and customs fees

We declare every package at fair value. International orders may be subject to import taxes, customs duties or other charges set by the destination country; when applicable, these are the responsibility of the customer. VELLOR does not control customs procedures or processing times, and customs delays may affect the estimated delivery time.

9. Orders marked as delivered

If tracking shows your order as delivered but you cannot find it, please check the delivery location, mailbox, neighbours, household members, reception desk or building management. If you still cannot locate it, contact us at hello@vellortime.com so we can review the case and, when applicable, open an investigation with the carrier.

10. Contact us

For any question about your order or shipment, contact us at hello@vellortime.com. We reply within 24 business hours.