Shipping policy
Shipping Policy
House of Velluxe ships jewelry using tracked shipping services. Shipping availability, rates, carriers, and estimated delivery times may vary by product and destination.
Order Processing
In-stock products generally require processing before shipment.
Processing includes:
• Payment verification
• Fraud screening
• Product preparation
• Sizing, when applicable
• Quality inspection
• Packaging
Orders are generally processed Monday through Friday, excluding holidays.
Orders placed on weekends or holidays begin processing on the next applicable business day.
An order confirmation does not mean that the order has shipped. Customers will receive a separate shipping confirmation when tracking information becomes available.
Estimated Processing Times
Estimated processing times may vary:
• In-stock products: approximately 1 to 5 business days
• Products requiring sizing or preparation: approximately 3 to 10 business days
• Made-to-order products: approximately 2 to 6 weeks
• Custom jewelry and pendants: approximately 3 to 8 weeks or as stated in the custom-order agreement
These timeframes are estimates and are not guaranteed delivery dates.
Complex designs, design revisions, material shortages, quality-control concerns, payment verification, factory delays, holidays, customs, carrier disruptions, and high order volume may extend processing times.
Production or carrier delays do not automatically qualify an order for cancellation, refund, or chargeback.
Shipping Methods
Available shipping methods and prices will be shown at checkout.
House of Velluxe may use carriers including:
• UPS
• FedEx
• USPS
• DHL
• Other qualified logistics providers
House of Velluxe may select or change the carrier when reasonably necessary to complete delivery.
Expedited shipping affects carrier transit time only. It does not shorten production, customization, verification, or processing time unless expressly confirmed in writing.
Tracking Information
Once an order ships, tracking information will be sent to the email address or phone number provided at checkout.
Tracking information may require up to 48 hours to display movement after the label is created.
Customers are responsible for monitoring tracking updates and being available to receive the package.
Address Accuracy
Customers are responsible for providing a complete and accurate:
• Name
• Street address
• Apartment or suite number
• City
• State
• Postal code
• Country
• Telephone number
• Email address
House of Velluxe is not responsible for delays, losses, additional charges, or delivery failures caused by incorrect or incomplete information provided by the customer.
Orders may not be changed after processing or production begins.
Customers should immediately email mailto: support@houseofvelluxe.com if they discover an address error. House of Velluxe cannot guarantee that the address can be changed.
If a package is returned because of an incorrect address, incomplete address, failed delivery attempt, or customer refusal, the customer may be responsible for reshipping, handling, return-to-sender, customs, and carrier charges.
Signature Requirements
House of Velluxe may require an adult signature for high-value orders.
The carrier may require the recipient to provide valid identification at delivery.
The customer is responsible for ensuring that an authorized adult is available to sign.
Failure to be available for delivery does not qualify an order for a refund.
Delivery Estimates
Delivery dates displayed at checkout or through tracking are estimates provided by the carrier.
House of Velluxe does not guarantee carrier delivery dates and is not responsible for delays caused by:
• Weather
• Carrier congestion
• Customs
• Incorrect addresses
• Security checks
• Natural disasters
• Strikes
• Government action
• Holidays
• Global disruptions
• Failed delivery attempts
• Circumstances outside our reasonable control
A delayed package is not considered lost solely because it arrives after the estimated delivery date.
Packages Marked Delivered
Once tracking confirms that a package was delivered to the address provided at checkout, House of Velluxe will generally consider the order fulfilled.
If tracking shows delivered but the package cannot be located, the customer should:
1. Check the property, mailbox, parcel locker, front desk, mailroom, and surrounding delivery areas.
2. Ask household members, neighbors, security personnel, or building management.
3. Contact the shipping carrier.
4. Email mailto:support@houseofvelluxe.com as soon as possible.
House of Velluxe may assist with a carrier inquiry but does not guarantee reimbursement or replacement for a package confirmed as delivered.
Stolen packages and packages taken after confirmed delivery are not considered manufacturing or warranty claims.
Lost Packages
A package is not considered lost until the shipping carrier completes its investigation or confirms that the shipment cannot be located.
Customers must cooperate with the carrier investigation and provide any requested documents.
If the carrier officially confirms that an insured shipment was lost before delivery, House of Velluxe may provide a replacement or store credit, subject to the result of the investigation and available coverage.
House of Velluxe may require the customer to sign a declaration confirming that the package was not received.
False declarations may be referred to the carrier, payment provider, insurance provider, or appropriate authorities.
Shipping Protection
When optional shipping protection is available, customers may purchase it during checkout.
Shipping protection terms will be displayed at the time of purchase.
Unless expressly stated otherwise, shipping protection may cover a package officially declared lost in transit by the carrier.
Shipping protection generally does not cover:
• Theft after delivery
• Packages marked delivered
• Incorrect addresses
• Customer refusal
• Customs delays
• Unpaid duties
• Processing delays
• Manufacturing delays
• Claims submitted outside the required timeframe
Shipping-protection fees are non-refundable after the order ships.
Damaged Shipping Packages
Customers should inspect the shipping package immediately.
If the package or product arrives damaged, the customer must email mailto: support@houseofvelluxe.com within 24 hours after delivery.
The customer must provide photographs and video of:
• The exterior package
• The shipping label
• The interior packaging
• The jewelry
• The specific damage
All packaging must be retained while the claim is reviewed.
International Shipping
International customers are responsible for confirming that jewelry may legally be imported into their destination country.
The customer is responsible for all:
• Import taxes
• Customs duties
• Tariffs
• Brokerage charges
• Government fees
• Local taxes
• Carrier collection fees
These charges are not included in the product price or shipping fee unless expressly stated at checkout.
House of Velluxe does not control or calculate foreign customs charges.
Customs processing may delay delivery.
If a customer refuses to pay required customs charges or refuses an international shipment, the package may be returned, abandoned, seized, or destroyed.
Orders refused because of customs charges are not eligible for a refund.
If a return is received and House of Velluxe elects to issue store credit, all original shipping, return shipping, customs, brokerage, handling, and related expenses may be deducted.
Returned-to-Sender Packages
Packages may be returned to House of Velluxe because of:
• Incorrect address
• Incomplete address
• Failed delivery attempts
• Failure to collect the package
• Refusal of delivery
• Unpaid customs charges
• Carrier restrictions
Returned-to-sender packages are not automatically refunded.
The customer may be required to pay all costs associated with reshipping the order.
Custom, made-to-order, engraved, resized, discounted, and final-sale products remain final sale even when returned by the carrier.
Order Changes and Cancellations
Orders may enter processing or production shortly after payment.
House of Velluxe does not guarantee that an order can be changed or cancelled after it is placed.
Custom, engraved, made-to-order, resized, or production orders cannot be cancelled after design work, material ordering, preparation, sizing, or production has begun.
If House of Velluxe approves a cancellation before shipment, processing, design, payment-provider, or cancellation fees may be deducted where legally permitted.
Multiple Shipments
Products from the same order may be shipped separately because of inventory location, production timing, sizing, or product availability.
Receiving only part of an order does not mean the remaining products have been lost or cancelled.
Separate tracking information may be provided for each shipment.
Fraud Prevention
House of Velluxe may delay, cancel, or request additional verification for orders that trigger security or fraud concerns.
Verification may include:
• Government-issued identification
• Billing-address confirmation
• Payment authorization
• Signature confirmation
• Additional customer information
Failure to complete requested verification may result in cancellation.
House of Velluxe reserves the right to cancel or refuse orders associated with suspected fraud, unauthorized payment use, reseller activity, policy abuse, or previous chargeback activity.
Contact Information
Questions regarding returns, warranties, shipping, order status, or damaged products should be sent to:
support@houseofvelluxe.com
Include the customer’s full name and order number in all correspondence.