Shipping Policy

We currently ship to all seven emirates of the United Arab Emirates: Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah.

GCC and wider international shipping is planned. Until it is live, orders can only be placed for UAE delivery addresses.

Shipping is free on all orders delivered within the UAE.

The shipping charge is itemised on its own line in the order summary before you confirm payment, so you can always see it.

Orders placed before 2:00 PM GST on a working day are dispatched the same day and delivered the next day across the UAE.

Orders placed after 2:00 PM GST, or on a Friday, Saturday or public holiday, are dispatched on the next working day.

Our working days are Sunday to Thursday. Deliveries to remote areas may occasionally take one additional day.

Where an item is sold as a preorder, this is shown clearly before you pay.

Preorder items ship on our next production run and take more than two weeks to arrive. We email you as soon as your preorder is dispatched.

You can cancel a preorder for a full refund at any time before it is dispatched.

You receive an order confirmation email as soon as your payment is approved, and a dispatch email with tracking details once your parcel leaves us.

If an item turns out to be unavailable after you have ordered, we contact you and refund you in full.

Please give a complete address including building name, street, area, city and emirate, along with a mobile number the courier can reach you on. Incomplete addresses are the most common cause of delay.

If you spot a mistake in your address, contact us immediately. We can usually correct it before dispatch, but not after.

If a delivery fails because nobody was available or the address was wrong, the courier will attempt redelivery. Parcels that are ultimately returned to us are refunded less any cost we incurred.

If your parcel arrives damaged, contact us within 48 hours with a photograph and we will replace it at no cost.

If tracking shows delivered but you have not received it, contact us and we will open an investigation with the courier.

UAE orders are shipped domestically, so no customs charges apply.

For orders shipped outside the UAE, any import duties, customs charges, clearance fees or local taxes are the responsibility of the recipient. They are set by the destination country, not by us, and are not included in the product price or the shipping charge you pay at checkout.

These charges are collected by the courier or customs authority on delivery. We cannot calculate or refund them in advance, and we are not able to mark parcels as gifts or declare a lower value.

If a parcel is refused because the recipient declines to pay these charges, any return costs incurred are deducted from your refund.

For any delivery question, email velora.cosmetics@outlook.com with your order number. Support hours are Sunday to Thursday, 9:00 AM – 6:00 PM (GST / UTC+4).