Shipping policy
Last updated: September 5, 2026
Thank you for shopping with Vaeluxe.
This Shipping Policy explains how we process, fulfil and deliver orders placed through our website.
Please read this policy together with our:
Nothing in this Shipping Policy excludes, restricts or limits any rights or remedies you may have under applicable consumer law.
Order Processing
Orders require processing before shipment.
Our typical order processing time is: 1–3 business days
Processing time is separate from shipping or transit time.
Orders are generally not processed, dispatched or delivered on weekends or public holidays unless otherwise stated.
During periods of unusually high order volume, promotions, holidays or circumstances outside our reasonable control, processing may take longer.
If a material delay affects your order, we will take reasonable steps to notify you using the contact information provided with your order.
Fulfilment Locations
Vaeluxe operates internationally and may use third-party suppliers, fulfilment centres, warehouses and shipping providers to fulfil orders.
As a result, products may be shipped from a country other than your country of residence.
The dispatch location may vary depending on:
- the product ordered;
- product availability;
- your delivery destination;
- the fulfilment partner used; and
- inventory location.
Different products within the same order may be fulfilled from different locations.
Where required by applicable law, information concerning the origin or fulfilment of your order will be disclosed before purchase.
Countries We Ship To
We currently ship to selected destinations including:
- European Union countries;
- United Kingdom;
- United States;
- Australia;
- Canada; and
- New Zealand.
Available shipping destinations will be displayed during checkout.
We may add, remove or temporarily restrict shipping destinations where reasonably necessary due to carrier availability, customs restrictions, legal requirements or other operational reasons.
Shipping Rates
Shipping charges, where applicable, will be displayed before you complete your order.
Shipping rates may vary depending on:
- delivery country;
- order value;
- product;
- package size or weight;
- shipping method; and
- available promotions.
Any mandatory shipping charge that we are able to calculate in advance will be disclosed before you place your order.
Estimated Delivery Times
Estimated delivery times are provided during the purchasing process, on relevant product pages, at checkout or in your order confirmation.
Typical estimated transit times are:
Australia: 5 - 12 business days
New Zealand: 5 - 12 business days
United States: 5 - 12 business days
Canada: 5 - 12 business days
United Kingdom: 5 - 12 business days
European Union: 5 - 12 business days
Unless we expressly state otherwise, delivery dates are estimates rather than guaranteed delivery dates.
Estimated delivery time begins after order processing.
Actual delivery times may vary because of:
- destination;
- customs processing;
- carrier delays;
- weather events;
- local postal networks;
- peak periods;
- public holidays;
- product availability; or
- other circumstances outside our reasonable control.
Nothing in this section limits any statutory right you may have where an order is not delivered within an agreed or legally required timeframe.
European Union and United Kingdom Delivery Rights
For customers in the European Union and United Kingdom, unless a different delivery period has been agreed with you, goods will be delivered without undue delay and within any maximum timeframe required by applicable consumer law.
If we fail to deliver within an agreed or legally required timeframe, you may have the right to require delivery within an additional reasonable period.
If delivery still does not occur within that additional period, you may have the right to cancel the contract and receive a refund.
In certain circumstances, including where delivery by a particular date was essential and agreed before purchase, you may have the right to cancel without providing an additional delivery period.
Nothing in this Shipping Policy limits these rights.
United States Shipping
For orders subject to applicable United States law, we aim to ship orders within the timeframe stated at the time of purchase.
Where no shipping timeframe is stated, we will comply with applicable requirements concerning the time in which an order must be shipped.
If we become unable to ship within a promised or legally required timeframe, we will provide any notice, cancellation option, consent request or refund required by applicable law.
Australia
Where Australian Consumer Law applies, we will comply with applicable consumer guarantees and obligations relating to supply and delivery.
If we know before purchase that a material delay is likely to affect an order, we will take reasonable steps to provide clear and accurate information concerning product availability and expected delivery timing.
Our use of suppliers, fulfilment partners or delivery companies does not remove any responsibility we have to you under the Australian Consumer Law.
New Zealand
Where New Zealand consumer law applies, products must be delivered within any agreed timeframe or within a reasonable timeframe where no specific timeframe has been agreed.
Our use of suppliers, fulfilment partners or carriers does not remove any responsibility we have under applicable New Zealand consumer law.
Canada
Canadian consumer protection requirements may vary between provinces and territories.
We will provide delivery information and comply with any mandatory cancellation, refund or delivery requirements applicable to your transaction.
Québec
Customers in Québec may have specific rights relating to online purchases and delayed delivery.
Where applicable, if goods are not received within the period required by Québec consumer protection law, you may have the right to cancel the purchase.
Nothing in this Shipping Policy limits those rights.
Tracking Information
Where tracking is available, we will provide tracking information after your order has been dispatched.
Tracking information may take several business days to update after shipment.
A tracking status may occasionally remain unchanged while a parcel:
- moves between logistics facilities;
- passes through customs;
- changes carriers; or
- enters the destination country's postal network.
If tracking has not updated for an unusually long period, please contact us at:
Multiple Packages
Your order may arrive in more than one package.
This can occur where:
- products are stored at different fulfilment locations;
- different products require different shipping methods; or
- part of an order is available for dispatch before another item.
Where this occurs, you may receive separate tracking information for each shipment.
You will not be charged additional shipping fees solely because we choose to split an order after purchase unless you expressly agree to those additional charges.
Customs, VAT, GST, Import Taxes and Duties
International orders may be subject to VAT, GST, sales tax, customs duty, import taxes, customs processing charges or other government-imposed charges depending on:
- the delivery country;
- product type;
- order value;
- country of origin;
- fulfilment location; and
- applicable tax and customs laws.
How these charges are collected varies by destination.
Some taxes or duties may be collected by Vaeluxe at checkout.
Others may, where legally permitted and properly disclosed, be collected by a carrier, postal operator or customs authority before or upon delivery.
Where we are legally required to collect or account for a tax or charge as the seller, we will do so.
Nothing in this Shipping Policy transfers to the customer a tax, customs or VAT obligation that applicable law places on Vaeluxe.
Where applicable law requires us to disclose taxes, duties or possible additional charges before purchase, we will provide that disclosure.
European Union Import Charges
Orders shipped into the European Union from outside the EU may be subject to applicable VAT and customs requirements.
For qualifying low-value consignments imported into the European Union, applicable EU rules may impose customs charges in addition to VAT and shipping charges.
As of the date of this policy, a €3 customs duty per qualifying goods item may apply to certain consignments valued at €150 or less imported into the European Union.
A "goods item" for customs purposes may represent products sharing the same commodity classification and country of origin, so the charge may not necessarily correspond to the number of physical products in the parcel.
Depending on the applicable customs arrangement, this charge may be collected through the seller, fulfilment provider or carrier.
We will handle or disclose applicable charges in accordance with the legal requirements applying to the transaction.
United Kingdom VAT and Import Charges
Different tax and customs rules apply depending on the value and type of goods imported into the United Kingdom.
For goods sold directly by Vaeluxe to UK consumers and imported in consignments with a value of £135 or less, applicable UK rules generally require overseas sellers to charge and account for UK VAT at the point of sale.
Accordingly, where those rules apply, applicable VAT will be handled as required by UK law rather than being treated solely as a charge payable by the customer upon delivery.
For consignments valued above £135, normal UK import VAT and customs rules may apply, and the recipient may be required to pay import VAT, customs duty or carrier processing charges before delivery.
Other rules may apply to particular goods, including excise goods or goods imported into Northern Ireland.
Australia, Canada, New Zealand and United States Import Charges
Depending on the destination, origin and value of an international shipment, customs authorities may assess GST, sales taxes, duties or other import charges.
Where applicable taxes are collected by us at checkout, they will be included in the amount shown during the purchase process.
Where additional import charges may legally be collected from the recipient following purchase, we will provide any disclosure required by applicable law.
Customs and tax rules may change from time to time.
Customs Delays
International shipments may be inspected or processed by customs authorities.
Customs processing times are outside our direct control and may result in additional delivery time.
However, customs delays do not remove statutory delivery rights that apply to your purchase.
We will provide reasonable assistance where a shipment is delayed in customs and further information is required from us or our fulfilment provider.
Incorrect or Incomplete Addresses
Please ensure that your delivery information is accurate before completing your purchase.
You are responsible for providing a complete and accurate delivery address.
If you discover an error after placing your order, please contact us as soon as possible at:
We cannot guarantee that an address can be changed once fulfilment or shipment has begun.
If a package is returned because an incorrect or incomplete address was provided by the customer, we may ask you to pay reasonable re-shipping costs where permitted by applicable law and where those costs were caused by the incorrect information.
This does not apply where the delivery error was caused by Vaeluxe, our fulfilment provider or the carrier we arranged.
Lost or Missing Packages
If your package has not arrived within the expected delivery period, please contact us at:
Please include:
- your name;
- order number; and
- delivery address.
Where we arranged delivery, we will investigate the shipment with the relevant fulfilment provider or carrier.
Customers will not be required to resolve a lost shipment directly with a carrier where applicable consumer law makes Vaeluxe responsible for delivery.
Depending on the circumstances and applicable law, a lost order may be eligible for:
- replacement;
- reshipment;
- refund; or
- another appropriate remedy.
A carrier marking an item as "delivered" does not automatically remove any consumer rights you may have if you did not actually receive the order.
Damaged Packages or Products
If your order arrives damaged, please contact us as soon as reasonably possible at:
Where reasonably available, please provide:
- your order number;
- photographs of the damaged item;
- photographs of the outer packaging; and
- a description of the issue.
These details help us investigate the issue and resolve it faster.
Where goods are damaged in transit while delivery was arranged by us, we will provide any remedy required under applicable consumer law.
You should not be required to pursue the carrier yourself where the law makes Vaeluxe responsible for the delivery.
Further information regarding damaged, defective or incorrect products is available in our Refund & Return Policy.
Refused or Unclaimed Deliveries
If a delivery is refused or remains unclaimed, please contact us.
How the order is handled will depend on the circumstances and applicable law.
Where a customer knowingly refuses a shipment because of a properly disclosed charge or fails to collect a parcel after reasonable delivery attempts, reasonable costs actually incurred may be deducted from any voluntary refund where permitted by applicable law.
We will not make such deductions where doing so would interfere with mandatory consumer rights.
Orders Marked as Delivered
If your tracking information shows that your parcel has been delivered but you cannot locate it:
- Check around the delivery location, mailbox and any safe-drop areas.
- Check whether another person at the address accepted the parcel.
- Allow a short period in case tracking was updated shortly before physical delivery.
- Contact us at info@vaeluxe.com if the parcel still cannot be located.
We will investigate the delivery where appropriate.
Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes to:
- delivery services;
- fulfilment arrangements;
- customs or tax rules;
- shipping destinations;
- our business operations; or
- applicable legal requirements.
The latest version will be published on this page with an updated "Last updated" date.
Changes will not retrospectively remove rights relating to orders already placed where doing so is prohibited by law.
Contact Us
If you have questions regarding shipping or delivery, please contact:
Vaeluxe
Email: info@vaeluxe.com