Shipping policy


Last Updated: August 2026

Thank you for shopping with VELVRA.

This Shipping & Delivery Policy explains how orders are processed, produced, shipped, tracked, and delivered.

Because VELVRA operates primarily using a print-on-demand manufacturing model, products are produced specifically for each order and are not generally held as ready stock.

Please review this policy carefully before placing an order.

1. Production & Processing Time

VELVRA products are manufactured on demand through our production partners.

Our standard estimated production and processing period is:

4–6 business days from the date the order is confirmed.

Business days do not include official public holidays or other non-working days.

Production may require additional time during:

  • High-demand periods

  • Promotional campaigns

  • Seasonal sales

  • Public holidays

  • Unexpected production disruptions

  • Unusually large order volumes

The stated processing period is an estimate and not a guaranteed completion date.

2. Shipping & Delivery Time

Once production and quality-control procedures are completed, the order is transferred to the delivery provider.

Estimated courier delivery time is generally:

1–3 business days after dispatch, depending on the customer's location, courier capacity, and operating conditions.

The total estimated period from order confirmation to delivery is therefore approximately:

5–9 business days

These timelines are estimates only.

VELVRA does not guarantee delivery on a specific date unless such guarantee is expressly provided in writing for a particular order.

3. Possible Delivery Delays

Shipping or delivery may be affected by circumstances outside VELVRA's reasonable control, including:

  • Courier delays

  • Severe weather

  • Public or national holidays

  • High shipment volumes

  • Address or location issues

  • Customer unavailability

  • Transportation disruptions

  • Operational or technical issues

  • Government or regulatory restrictions

  • Force majeure events

  • Other circumstances beyond our reasonable control

A delay alone does not automatically qualify an order for cancellation, refund, or compensation, subject to any mandatory rights under applicable law.

VELVRA will make reasonable efforts to assist customers when a significant delay occurs.

4. Shipping Fees

Applicable shipping charges are displayed during checkout before the order is completed.

Shipping fees may vary depending on:

  • Delivery location

  • Courier service

  • Order characteristics

  • Remote-area requirements

  • Active promotions

Additional delivery charges may apply to remote, restricted, or hard-to-reach areas where required by the courier.

Any free delivery or reduced-shipping promotion will be subject to the terms displayed at the time of purchase.

VELVRA reserves the right to modify shipping rates for future orders without prior notice.

5. Order Tracking

Once an order has been dispatched, tracking information may be sent to the email address, phone number, or other contact information provided during checkout.

Tracking information may not update immediately after dispatch.

Customers should allow approximately 24–48 hours for the courier's tracking system to reflect the latest shipment status.

The courier's tracking status should be considered an operational estimate and may occasionally update later than the physical movement of the shipment.

6. Customer Responsibility for Delivery Information

Customers are responsible for providing complete and accurate information when placing an order, including:

  • Full name

  • Valid phone number

  • Correct governorate, city, and area

  • Complete delivery address

  • Building, apartment, or floor details where applicable

  • Any information reasonably required for successful delivery

VELVRA is not responsible for failed or delayed delivery caused by inaccurate, incomplete, outdated, or misleading information provided by the customer.

Customers should review their delivery information carefully before completing checkout.

7. Address Changes

Requests to change a shipping address must be submitted as soon as possible.

Address changes are not guaranteed once:

  • Production has started

  • The order has entered fulfillment

  • A shipping label has been created

  • The shipment has been transferred to the courier

If the courier requires additional charges because of an address correction or redirection requested by the customer, those charges may be payable by the customer where legally permitted.

8. Delivery Attempts & Customer Availability

Customers are responsible for being reasonably reachable and available to receive their order.

The courier may contact the customer using the phone number provided during checkout.

VELVRA is not responsible for unsuccessful delivery resulting from:

  • Repeated unanswered calls

  • Customer unavailability

  • Refusal to receive the shipment

  • Incorrect contact information

  • Incorrect delivery information

  • Failure to coordinate with the courier

Where an order is returned to us or our fulfillment partner for these reasons, additional reshipping, handling, or production charges may apply before another delivery attempt is arranged.

9. Refused Cash-on-Delivery Orders

For Cash on Delivery orders, customers are expected to accept and pay for orders they have validly placed unless cancellation was successfully approved before production or fulfillment.

Repeated refusal of confirmed orders or repeated unsuccessful deliveries caused by the customer may result in:

  • Restriction of Cash on Delivery

  • Requirement for partial or full advance payment

  • Cancellation of future COD orders

  • Additional confirmation requirements

VELVRA reserves the right to apply reasonable measures to reduce fraudulent, abusive, or repeated unsuccessful orders.

 

Cash on Delivery Orders Above EGP 1,500

Orders exceeding EGP 1,500 placed using Cash on Delivery require a 25% advance deposit, with the remaining balance payable upon delivery.

For these orders, the estimated production and delivery timeline begins after the deposit is received and verified.

Payment instructions will be provided after placing the order. The deposit must be paid within 24 hours of receiving these instructions to avoid automatic cancellation.

10. Returned-to-Sender Shipments

If a shipment is returned because of:

  • Incorrect address

  • Invalid phone number

  • Customer refusal

  • Customer unavailability

  • Repeated failed delivery attempts

  • Failure to coordinate with the courier

the order will not automatically qualify for a refund.

Where reshipment is available, the customer may be required to pay the applicable reshipping charge before the order is sent again.

Any refund eligibility will be determined in accordance with our Refund, Return & Exchange Policy and applicable law.

11. Damaged Shipments

Customers should inspect their order as soon as reasonably possible after delivery.

If a package or product arrives damaged, contact VELVRA within 7 days of delivery at:

info@velvraeg.shop

Please include:

  1. Your order number

  2. A description of the issue

  3. Clear photographs or videos of the damaged product

  4. Photographs of the packaging where relevant

Do not dispose of the product or original packaging before your claim has been reviewed if the packaging may be required for investigation.

After verification, VELVRA may provide an appropriate solution in accordance with our Refund, Return & Exchange Policy.

12. Lost Shipments

A shipment is not considered lost solely because tracking has temporarily stopped updating or delivery has been delayed.

A shipment will generally be treated as lost only after the courier or delivery provider confirms that it cannot be located or delivered.

If your shipment appears significantly delayed, contact:

info@velvraeg.shop

VELVRA may first open an investigation with the courier before approving a replacement or refund.

Where the shipment is officially confirmed as lost, VELVRA will provide an appropriate resolution in accordance with our Refund, Return & Exchange Policy and applicable law.

13. Orders Marked as Delivered

Where the courier records an order as Delivered, VELVRA will generally consider the shipment delivered.

If tracking shows that your order was delivered but you did not receive it, contact us as soon as possible.

We may request additional information and open an investigation with the courier.

A courier delivery scan does not prevent a legitimate delivery claim from being investigated.

14. Incorrect Delivery Claims

VELVRA reserves the right to investigate claims involving:

  • Alleged non-delivery

  • Missing shipments

  • Repeated delivery disputes

  • Suspected fraudulent claims

  • Conflicting courier records

Additional documentation or confirmation may be requested before a replacement or refund is approved.

Submitting a claim does not automatically mean that the claim has been accepted.

15. Split Shipments

In certain circumstances, items within the same order may be produced or shipped separately.

If an order is divided into multiple shipments:

  • Different tracking numbers may be provided.

  • Packages may arrive on different dates.

  • Receipt of one package does not necessarily mean that the complete order has been delivered.

Where split shipping is used, no additional standard shipping charge will normally be applied unless otherwise disclosed.

16. International Shipping

VELVRA primarily serves customers within Egypt.

International delivery may be available for certain orders, locations, or products at VELVRA's discretion.

International orders may be subject to:

  • Higher shipping charges

  • Longer delivery periods

  • Customs clearance

  • Import duties

  • Taxes

  • Regulatory restrictions

  • Additional carrier requirements

Unless expressly stated otherwise, the customer is responsible for applicable customs duties, import taxes, clearance fees, or similar government charges imposed by the destination country.

VELVRA cannot guarantee international customs-clearance times.

17. Courier Responsibility

VELVRA may use independent third-party courier and logistics providers to deliver orders.

Once an order enters the courier network, certain aspects of delivery, including route scheduling, delivery attempts, and courier communication, are controlled by the relevant delivery provider.

VELVRA will make reasonable efforts to assist customers with delivery issues but cannot directly control every action of an independent courier.

18. Order Cancellation Due to Shipping Delays

Customers may not automatically cancel a made-to-order product solely because a delivery estimate has been exceeded.

Cancellation and refund requests remain subject to:

  • The production status of the order

  • The shipment status

  • Our Refund, Return & Exchange Policy

  • Mandatory rights available under applicable law

19. Force Majeure

VELVRA will not be responsible for failure or delay in fulfillment or delivery caused by circumstances outside our reasonable control.

Such events may include severe weather, natural disasters, governmental actions, transportation interruptions, strikes, widespread technical failures, public emergencies, or similar events.

Where possible, we will make reasonable efforts to resume normal operations and complete affected orders.

20. Relationship With Other Policies

This Shipping & Delivery Policy should be read together with our:

  • Terms of Service

  • Refund, Return & Exchange Policy

  • Privacy Policy

If an issue concerns a return, refund, replacement, defect, or cancellation, our Refund, Return & Exchange Policy will also apply.

21. Mandatory Consumer Rights

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict, or waive any consumer right that cannot legally be excluded under applicable law.

Where this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.

22. Contact Us

For questions regarding shipping, delivery, tracking, damaged shipments, or delayed orders, contact:

Email: info@velvraeg.shop

Please include your order number in all order-related correspondence so our team can assist you efficiently.

VELVRA