Shipping Policy

Last Updated: October 12, 2026

Welcome to Vellucentria. We appreciate your interest in our thoughtfully selected home and lifestyle collections, inspired by natural materials, artisan craftsmanship, and modern living.

We understand that receiving your order in a timely and reliable manner is an important part of your shopping experience. This Shipping Policy provides detailed information about our order preparation procedures, estimated delivery periods, shipping charges, tracking services, and the handling of potential delivery issues.

Please review the following information before completing your purchase.

1. Order Processing & Preparation

Once your purchase has been successfully confirmed, our fulfillment team begins coordinating the necessary steps to prepare your order for shipment.

Under normal operating conditions, order processing generally requires approximately 3 business days. During this period, our fulfillment partners may conduct product inspections, verify order information, prepare suitable protective packaging, and arrange the handover of your items to the designated shipping carrier.

We aim to ensure that each order is properly prepared before leaving the fulfillment facility.

• Weekend Orders: Purchases submitted on Saturday or Sunday will generally begin processing on the following Monday.

• Processing Period: The estimated preparation time is approximately 3 business days under standard operating conditions.

• Shipment Preparation: Processing includes order verification, product handling, packaging, and coordination with the applicable delivery service.

Please note that processing time is separate from the estimated shipping transit period.

2. Estimated Shipping Times & Delivery Charges

After your package has been dispatched from the designated fulfillment location, the usual international transit period is approximately 10–20 business days.

Delivery estimates may vary depending on the destination, local transportation infrastructure, customs procedures, and carrier availability.

Our standard international shipping rate is USD $5.99 per order, subject to applicable shipping promotions or destination-specific conditions.

• Standard Delivery Estimate: Approximately 10–20 business days after dispatch.

• Standard Shipping Fee: USD $5.99 per order for eligible international destinations.

• Final Shipping Charges: Any applicable delivery fees will be displayed during checkout before your payment is completed.

Delivery timeframes are estimates rather than guaranteed arrival dates. Actual transit duration may differ according to circumstances affecting the shipping network.

3. Unexpected Shipping Delays

Although Vellucentria works with fulfillment and transportation partners to support efficient order delivery, certain circumstances may cause shipments to arrive later than originally estimated.

Such circumstances may include customs inspections, border clearance procedures, international transportation interruptions, seasonal shipping demand, or delays affecting the assigned carrier.

These situations may occur outside the direct operational control of Vellucentria and its corporate operator, hongkong surfari co., Limited.

We appreciate your patience when unexpected logistical disruptions affect delivery schedules.

If your order experiences an extended delay, you may contact our customer support team for assistance in reviewing the available shipment information.

4. Shipping Confirmation & Package Tracking

Customers can monitor the progress of their shipments using the tracking information provided after an order has been dispatched.

Once your package has been transferred to the relevant transportation provider, a shipping confirmation containing its tracking number will be sent to the email address associated with your purchase.

You may use this tracking reference to review shipment updates through the carrier's official tracking service or a recognized international tracking platform.

• Tracking Notification: Your tracking details will be provided by email after the parcel has been handed over to the carrier.

• Tracking Platform: Shipment progress may be checked through https://www.17track.net or the relevant carrier's tracking website.

• Tracking Updates: Information may not appear immediately after dispatch because different transportation systems require time to synchronize shipment records.

In some cases, tracking updates may take several days to become visible, particularly when a parcel moves between international logistics providers.

A temporary absence of tracking activity does not necessarily mean that your order has stopped moving.

5. Orders Shipped in Multiple Packages

Orders containing several products may occasionally be divided into separate shipments to support efficient fulfillment and transportation.

This situation may arise when items are stocked at different warehouses, require separate packaging arrangements, or are prepared by different fulfillment partners.

For example, an order containing multiple home accessories, natural wood-inspired decorative pieces, or other household essentials may be shipped in more than one parcel.

When separate shipments are necessary:

• Individual Packages: Products may arrive in different parcels rather than in one combined delivery.

• Separate Tracking Numbers: Each shipment will be assigned its own tracking reference.

• Email Notifications: Tracking information for individual packages will be communicated through separate shipment confirmation messages.

Receiving only part of your order does not necessarily mean that the remaining products are missing. Additional parcels may still be in transit.

6. Order Changes & Shipping Information Updates

Requests to correct order details or modify shipment information are highly time-sensitive because fulfillment activities may begin shortly after an order is confirmed.

If you need to update your delivery address, recipient name, telephone number, product variant, or item quantity, please contact our customer service team within 12 hours of placing your order.

Send your request to support@calinovestara.com and include the following details:

• Order Reference: Your complete order number and the email address used during checkout.

• Requested Changes: A clear explanation of the information you wish to correct or modify, including any updated delivery details or product specifications.

Our team will review your request and determine whether the requested adjustment can still be completed.

Because orders may proceed to warehouse processing quickly, we cannot guarantee modifications once packing, shipment preparation, or carrier handover has begun.

We will nevertheless make reasonable efforts to assist with eligible changes whenever operationally possible.

7. Unsuccessful Delivery Attempts

If the assigned shipping carrier is unable to deliver your package to the address provided, the courier may leave a delivery notification or update the shipment status through its tracking system.

Depending on the procedures of the local delivery provider, an undelivered package may be transferred to a nearby postal office, collection facility, or regional distribution center for temporary storage.

If a delivery attempt is unsuccessful, we recommend contacting the local carrier directly using your tracking reference to determine the available collection or redelivery arrangements.

Please be aware of the following:

• Carrier Instructions: Customers should follow the delivery provider's instructions regarding parcel collection or additional delivery attempts.

• Accurate Delivery Information: It is important to provide a complete and correct shipping address and accessible contact details when placing an order.

• Uncollected Packages: Where legally permitted, Vellucentria does not assume responsibility for parcels returned because of customer-provided address errors, failure to collect a package, or other circumstances attributable to the recipient.

Any assistance or resolution will depend on the shipment circumstances, applicable carrier requirements, and relevant consumer protection laws.

8. Extended Delivery Delays & Tracking Inquiries

If your shipment appears to be taking longer than the expected delivery period, we recommend checking the most recent tracking information before submitting an inquiry.

Temporary gaps in shipment updates may occur while packages move between transportation facilities or undergo international processing.

To help determine whether further investigation is necessary, please follow these guidelines:

• Review Recent Tracking Activity: Check the date of the latest recorded shipment movement. If the tracking history shows activity within the previous 7 days, the package may still be progressing through the transportation network.

• Extended Tracking Inactivity: If your tracking information has remained unchanged for more than 7 consecutive days, please contact our customer service team so we can investigate the shipment status.

• Required Inquiry Details: Send an email to support@calinovestara.com with your order number, the email address used during checkout, and the relevant tracking information.

Our team will review the available shipment records and, where necessary, coordinate with the appropriate logistics provider to obtain further information.

9. Missing, Lost & Confirmed Delivered Packages

We understand that uncertainty surrounding a missing shipment can be frustrating. If you believe your package has been lost during transportation, please contact our customer support team so we can review the circumstances.

When appropriate, we will work with the relevant shipping carrier to investigate the parcel's recorded movements and delivery status.

The following conditions apply:

• Confirmed Loss During Transit: If an official carrier investigation verifies that your package was lost before reaching its intended destination, Vellucentria will arrange a replacement shipment at no additional charge.

• Packages Marked as Delivered: When the carrier's tracking records show a completed delivery, the package is generally considered delivered for the purposes of our standard shipment review. If you cannot locate it, we recommend checking with household members, neighbors, building reception staff, or local property management.

• Further Investigation: Customers who believe a shipment was incorrectly marked as delivered may contact our support team to request assistance in reviewing the carrier's delivery records.

Any applicable consumer rights concerning lost, missing, or incorrectly delivered merchandise remain subject to relevant laws.

10. International Shipping Destinations & Fulfillment Locations

International Delivery Availability

Vellucentria offers shipping services to supported destinations worldwide through its network of logistics and fulfillment partners.

International delivery availability may vary due to regional shipping restrictions, customs requirements, carrier coverage, or temporary transportation limitations.

If a confirmed order cannot be delivered to the selected destination because of an unforeseen logistical restriction, our customer service team will contact you and arrange an appropriate refund.

• Available Destinations: Shipping is offered to international locations supported by our delivery network.

• Restricted Locations: Certain destinations may be temporarily or permanently unavailable because of transportation or regulatory limitations.

• Unavailable Delivery Services: If shipping to your confirmed destination becomes impossible, our team will contact you regarding the applicable reimbursement process.

Warehouse & Fulfillment Origins

Vellucentria operates under the administration of hongkong surfari co., Limited and coordinates fulfillment through business and logistics partners operating across different regions.

Our products may be prepared or shipped from distribution facilities or verified manufacturing partners located outside the customer's destination country.

This flexible fulfillment arrangement helps us coordinate the supply and delivery of home and lifestyle items while supporting product handling and operational efficiency.

• Fulfillment Network: Orders may be processed through different warehouse or distribution locations depending on product availability.

• Product Origins: Certain items may be dispatched directly from manufacturing or fulfillment partners in international regions.

• Shipping Coordination: The appropriate dispatch location is selected according to available inventory and operational requirements.

11. Shipping Terms & Legal Disclosures

By placing an order through the Vellucentria online store, customers acknowledge the shipping conditions outlined in this policy, subject to their rights under applicable consumer protection legislation.

The following terms explain important responsibilities and limitations associated with international deliveries.

• Estimated Delivery Periods: Published shipping timeframes are provided as general estimates and do not represent unconditional delivery guarantees. Vellucentria and hongkong surfari co., Limited are not responsible for delays beyond their reasonable control, including customs processing, carrier interruptions, or extraordinary external events, except where liability is imposed by applicable law.

• Customs Duties & Import Charges: Customers are generally responsible for destination-country import duties, customs assessments, value-added taxes (VAT), luxury taxes, and administrative clearance charges where these are legally payable by the recipient. Such fees are not included in our standard product prices or shipping charges unless expressly stated during checkout.

• Accuracy of Delivery Details: Customers are responsible for providing accurate and complete shipping information when completing a purchase. Where permitted by law, Vellucentria is not liable for losses, misdirected packages, or additional expenses directly resulting from incorrect delivery information supplied by the customer.

• Delivery Confirmation & Responsibility: For the purposes of standard shipment administration, a parcel recorded as successfully "Delivered" by the assigned carrier will generally be treated as having completed its transit. Any resulting question concerning delivery, loss, or liability will be considered in accordance with the circumstances and applicable legal requirements.

We encourage customers to review their shipping information carefully before confirming payment and to contact our support team promptly if any delivery concerns arise.

Customer Support & Shipping Assistance

If you have questions about our shipping procedures, delivery estimates, tracking information, or international fulfillment arrangements, please contact our customer assistance team.

For faster handling of order-related requests, include your complete order reference and the email address used during checkout.

Our official contact and corporate information is provided below:

• Brand Name: Vellucentria

• Corporate Operator: hongkong surfari co., Limited

• Registered Business Address: Unit 1406B, 14/F, The Belgian Bank Building, Nos. 721–725 Nathan Road, Kowloon, Hong Kong

• Customer Support Email: support@calinovestara.com

• Customer Service Telephone: +1 (443) 658-3823

Thank you for shopping with Vellucentria. We appreciate the opportunity to bring naturally inspired design, thoughtful craftsmanship, and modern home essentials into your everyday living spaces.