Shipping policy
SHIPPING POLICY
Last updated: 12 October 2026
WHERE WE SHIP
We ship to:
- all EU member states (our main market is Germany)
- United Kingdom, Switzerland, Norway, Iceland and Liechtenstein
- USA and Canada
- Australia and New Zealand
- Japan, South Korea, Singapore and Hong Kong
- United Arab Emirates and Israel
PROCESSING TIME
We process orders within 1–2 business days (Monday to Friday, excluding public holidays). Your order is then shipped from our fulfilment partner's warehouse overseas, which is why delivery takes a little longer than from a local shop.
DELIVERY TIME
Your order arrives within 3–8 business days of ordering. Delivery times are estimates and can vary slightly depending on your destination. Busy periods (e.g. holidays) or customs checks can occasionally cause delays. If your parcel is taking noticeably longer, just contact us and we'll look into it.
SHIPPING COSTS
- Orders under €10.00: €5.00
- Orders of €10.00 or more: FREE shipping
These rates apply to all destinations. The shipping costs are shown in your cart and at checkout before you place your order.
TRACKING
As soon as your order ships, we send you an email with your tracking number. It can take a few days until the first tracking updates appear.
TAXES, DUTIES AND CUSTOMS
- Deliveries within the EU: Our prices are in euros (EUR) and include VAT.
- Deliveries outside the EU (e.g. UK, Switzerland, Norway, USA, Canada, Australia): Import duties, taxes and customs clearance fees may be charged by the authorities of your country or by the carrier. These charges are not included in our prices and are payable by you, usually on delivery. The amount depends on the rules of your country, so please check with your local customs office before ordering.
DELIVERY ADDRESS
Please check your delivery address carefully at checkout. If you notice a mistake, email us as soon as possible at veloura@ds3-ecom.com. We can usually only change the address before your order has shipped.
ORDERS WITH SEVERAL ITEMS
If your order contains several items, they may arrive in separate parcels, at no extra cost to you. In that case, you may receive more than one tracking number.
LOST, STOLEN OR DAMAGED PARCELS
Your statutory rights come first: As a consumer, you do not bear the risk of your parcel being lost or damaged in transit. That risk stays with us until the parcel is handed over to you. If your parcel is lost or arrives damaged, please email us at veloura@ds3-ecom.com with your order number (and a photo if it's damaged), and we will take care of it in line with your statutory rights, whether or not you added Shipping Protection.
SHIPPING PROTECTION (OPTIONAL, €1.95)
At the cart, you can add Shipping Protection to your order for €1.95. It's an optional extra that makes claims as quick and easy as possible: if a protected parcel is lost, stolen or arrives damaged in transit, we send you a free replacement or a refund, without lengthy checks and without you having to wait for the result of a carrier investigation. To make a claim, simply email us with your order number (and a photo if the parcel or item is damaged).
Shipping Protection is entirely optional and does not limit your statutory rights in any way.
QUESTIONS
If you have any questions about shipping, email us at veloura@ds3-ecom.com.
