Shipping policy

Last updated: 3 October 2026

This policy explains how we ship your order and what to do if something goes wrong in transit. Nothing in it limits the rights that consumer law gives you.

1. Shipping cost and destinations

Standard tracked shipping is free on every order. We ship to most countries. If we cannot deliver to your address, checkout will tell you before you pay.

Orders ship from our partner fulfilment warehouses, which may be outside your country. If you order more than one pillow, they normally travel in a single parcel.

2. Delivery times

  • Processing: 1 to 3 business days from the order, Monday to Friday, excluding public holidays.
  • Delivery: 7 to 15 business days from dispatch.

These are estimates, not guarantees. Customs checks, peak seasons, weather, strikes and local carrier delays can add a few days.

3. Tracking

When your order ships, we email you a tracking link. It can take 3 to 5 business days for the first movement to appear. The tracking number may also change when the parcel is handed to the local carrier in your country; the link we send keeps working. Please follow your parcel. If you will be away, arrange for someone to receive it or for it to be held at a pickup point.

4. Your delivery address

You are responsible for giving a correct and complete address, including flat or apartment number, postcode and a phone number the carrier can use. Check it on the order confirmation email.

  • Address changes are only possible before the order is processed. Write to us as soon as possible.
  • If a parcel is delivered to the address you gave us, the order counts as delivered, even if that address was wrong.
  • If the parcel comes back to us because the address was wrong or incomplete, we can send it again once you pay the new shipping cost, or refund you after deducting the return-to-sender cost.
  • If you ship to a parcel forwarding service or a reshipping address, the order counts as delivered when the forwarder receives it. We are not responsible for what happens after that.

5. Failed deliveries and uncollected parcels

If the carrier cannot deliver your parcel, it will usually leave a notice or take it to a pickup point. Parcels that are not collected within the carrier's deadline are returned to sender. In that case we can send the order again once you pay the new shipping cost, or treat it as a withdrawal and refund you as described in our Refund Policy.

6. Tracking says "delivered" but you have not received it

Carriers sometimes mark a parcel as delivered a little early, or leave it in a safe place. Before contacting us, please:

  1. wait 48 hours after the "delivered" update;
  2. check your mailbox, porch, garden, garage, building reception or concierge, and ask the people you live with and your neighbours;
  3. check the tracking for a delivery photo, a pickup point or a signature;
  4. contact your local carrier with the tracking number.

If you still cannot find it, email contact@velkare.com within 7 days of the "delivered" update. After that, carriers no longer accept investigations. Please include your order number and a short statement, signed and dated, that you have not received the parcel. We will then open an investigation with the carrier and ask for its proof of delivery (signature, photo or GPS location).

  • If the carrier confirms delivery to the address you gave us, the order counts as delivered and we cannot send a replacement or a refund. We will send you the carrier's records so you can file a police report or an insurance claim.
  • If the carrier cannot confirm delivery, or confirms the parcel was lost, we send a replacement at no cost or, if you prefer, refund you.

7. Parcels lost or delayed in transit

Contact us if your tracking has shown no movement for 15 business days, or if the order has not arrived 25 business days after dispatch. We will open an investigation with the carrier, which normally takes 5 to 10 business days.

If the carrier confirms the parcel is lost, or it has not arrived by the end of the investigation, we send a replacement at no cost or, if you prefer, refund you. Please do not open a payment dispute while the investigation is in progress (see our Refund Policy).

8. Damaged parcels

If the parcel looks damaged when it arrives, note it with the courier if you can and photograph it before opening it. Then follow section 4 of our Refund Policy: report it within 48 hours with photos and a video.

9. Customs, duties and taxes

Free shipping covers transport only. Depending on your country, the parcel may be subject to import duties, taxes or customs handling fees. If these were not charged at checkout, the person receiving the parcel has to pay them. If you refuse a parcel because of these charges, it is treated as a refused delivery (section 5).

10. Contact

Email contact@velkare.com with your order number. We reply within 1 to 2 business days.