Shipping policy

Last Updated: 1st Oct'26

At VÈLA STORE, we want your shopping experience to be simple, reliable, and transparent. This Shipping Policy explains how we process, ship, and deliver your orders.

1. Shipping Methods

We currently offer delivery through trusted third-party courier and logistics partners.

Depending on your location, product availability, and order size, your order may be shipped using:

Standard Shipping
Express Shipping, where available
Other delivery services displayed at checkout

The available shipping method and estimated delivery date will be shown during checkout whenever possible.

2. Order Processing Time

Once your order has been successfully placed and payment has been confirmed, we generally process and prepare orders within 1-2 days.

Processing includes order verification, product preparation, packaging, and handover to the shipping partner.

Orders placed on weekends or public holidays may begin processing on the next business day.

Some products may require additional processing time. If this applies, the estimated processing time will be mentioned on the relevant product page or communicated to you.

3. Delivery Timeframes

After your order has been dispatched, estimated delivery is generally:

Standard Delivery: [X–X BUSINESS DAYS]
Express Delivery: [X–X BUSINESS DAYS], where available

Delivery times may vary depending on your location, courier availability, weather, holidays, and other circumstances beyond our reasonable control.

The delivery estimate provided at checkout or in your order confirmation should be treated as the most relevant estimate for your order.

Important

Delivery timeframes are estimates and are not guaranteed unless expressly stated otherwise.

4. Shipping Costs

Shipping charges depend on factors such as your delivery location, order value, product size/weight, and shipping method.

Our Current Shipping Charges:

Standard Shipping: [SHIPPING COST]

Express Shipping: [EXPRESS SHIPPING COST], where available

Free Shipping: [FREE SHIPPING CONDITION, e.g. “on orders above ₹999”]

The applicable shipping charge, if any, will be displayed before you complete your purchase.

5. Order Tracking

Once your order has been dispatched, we will provide tracking information where tracking is available.

Tracking details may be sent through:

Email
SMS
WhatsApp
Your VÈLA STORE account
Other contact information provided during checkout

You can use the tracking information to follow the progress of your shipment through the relevant courier's tracking system.

Please allow up to 24 hours after dispatch for tracking information to become active.

6. Delivery Address

Please make sure your shipping address, phone number, email address, and other delivery information are accurate when placing your order.

We are not responsible for delivery problems caused by an incorrect, incomplete, or outdated address provided by the customer.

If you notice an error in your delivery information, contact us as soon as possible at hello.talkwithus@gmail.com.

We will try to assist, but we cannot guarantee that address changes will be possible after an order has been processed or dispatched.

7. Delivery Delays

While we work with our logistics partners to deliver orders within the estimated timeframe, delays can sometimes occur.

Possible causes include:

Courier or logistics delays
High order volumes
Weather conditions
Public holidays
Transportation disruptions
Natural disasters
Incorrect address information
Remote or difficult-to-service locations
Government restrictions
Other circumstances beyond our reasonable control

If your order is delayed significantly beyond the estimated delivery period, please contact us at hello.talkwithus@gmail.com with your order number.

We will work with the relevant delivery partner to investigate the status of your shipment.

8. Failed Delivery Attempts

Our courier partner may make multiple delivery attempts depending on its operational policies.

A delivery may fail because:

Nobody is available to receive the package
The address cannot be located
The phone number is unreachable
The customer refuses delivery
The delivery location is outside the courier's serviceable area
Other delivery-related circumstances occur

If an order is returned to us because of an incorrect address, repeated failed delivery attempts, or refusal to accept the package, additional shipping charges may apply if we are able to arrange a re-shipment.

Any refund will be handled according to our Return & Refund Policy and applicable law.

9. Damaged Packages

Please inspect your package when it is delivered.

If the package appears visibly damaged, opened, tampered with, or significantly compromised, where possible:

Take photographs or video of the package before opening it.
Record the condition of the packaging and product.
Contact us at hello.talkwithus@gmail.com as soon as possible.
Provide your order number and relevant photographs/videos if requested.

We will review the issue and coordinate with the relevant courier or fulfilment partner where necessary.

10. Lost or Missing Orders

If your tracking information indicates that an order was delivered but you have not received it, please contact us at hello.talkwithus@gmail.com as soon as possible.

We may ask you to:

Confirm your delivery address
Check with household members, neighbours, or building security
Provide relevant delivery information
Cooperate with a courier investigation where necessary

We will make reasonable efforts to investigate reported missing shipments.

11. International Shipping

At present, VÈLA STORE ships only within India. We do not currently offer international shipping.

12. Shipping Restrictions

Certain products may have shipping restrictions based on:

Product type
Size or weight
Destination
Courier policies
Government regulations
Legal restrictions
Other logistical considerations

If we are unable to ship an order to your selected address, we may contact you to discuss available options or provide an applicable refund.

13. Multiple Products in One Order

If your order contains multiple products, they may be shipped together or separately depending on product availability, warehouse location, supplier, or logistics arrangements.

You may therefore receive multiple tracking numbers or separate packages for a single order.

You will not be charged additional shipping fees solely because we choose to split an order, unless otherwise communicated at checkout.

14. Pre-Orders and Out-of-Stock Products

If we offer pre-order products or products with a specified dispatch date, the estimated shipping timeline will be mentioned on the relevant product page.

Orders containing products with different availability dates may be shipped separately where appropriate.