Frequently Asked Questions

We currently ship to the United States, Canada, Japan, South Korea, Taiwan, Hong Kong, Singapore, the United Kingdom, Germany, France and Australia. Standard shipping is complimentary on orders over $100.

Standard delivery takes 4–10 business days depending on your region; Express via DHL takes 1–5 business days. Exact windows are shown at checkout before you pay, and every order includes tracked delivery.

Orders to Japan, South Korea, Taiwan and the UK are shipped with taxes included in the displayed price. For other destinations, any applicable import charges are estimated at checkout so there are no surprises at the door.

We can amend or cancel any order before it enters fulfilment — usually within 2 hours of placing it. Contact care@veloura.com with your order number as soon as possible.

30 days, no questions asked, on unworn items in original packaging. Returns are free for the US, EU, Japan, Korea and Taiwan. For hygiene reasons, intimate wellness devices can only be returned unopened, with the seal intact — unless faulty, in which case we replace or refund immediately.

Start a return from your account or the contact form and choose "exchange". The new size or color ships as soon as the courier scans your return parcel — you don't wait for the full return transit.

Every shoe page carries a specific fit note — some styles run long, some snug. Sizes are listed in EU with US conversions. Between sizes, follow the note on the page; our care team can also measure-match against a brand you already own.

Keep it dry, feed it twice a year with a neutral leather balm, and store it in the dust bag with the shape pillow. Vegetable-tanned leather darkens gracefully with sun and handling — that patina is the point.

Completely. A plain outer box, a neutral sender name ("VL Logistics"), and a shipping label that never references the contents. USDT payment references contain only the order code. Even our courier partners cannot see what's inside.

Every device is made from medical-grade, phthalate-free silicone and is independently lab-tested. Formulas (oils, candles) are dermatologically tested and pH-balanced. Full material disclosures are on every product page.

Only you. Wellness purchases are hidden from order-confirmation emails' subject lines, and our support team sees item codes rather than product names unless you ask us for help with a specific item.