Shipping Policy

 — SHIPPING, PROCESSING & HANDLING POLICY

Last Updated: September 8, 2026

Our Shipping Model — Stated Plainly

Velleora Home Decor does not hold inventory in a warehouse in Edmonton. We partner with vetted overseas manufacturing and fulfillment centers — primarily through CJDropshipping — who pick, pack, and ship your order directly from their facility to your door. Our business office and returns-processing address remains 17320 85 Street NW, Edmonton, Alberta, Canada.

We publish this because you deserve to know where your product is coming from before you pay for it. This model is what allows us to sell designer-quality home décor without the retail markup, and the trade-off is a longer transit window than a domestic warehouse can offer. Those windows are set out in full below.

Total Delivery Time = Phase 1 + Phase 2

Your total wait is made up of two separate and distinct phases. Please add them together when estimating your arrival date.

Phase 1 — Order Handling & Processing Time: 1–3 Business Days

This is the time between your payment being confirmed and your parcel physically leaving the fulfillment center. During this phase we:

Verify your payment and confirm your shipping address for accuracy.
Transmit the order to the assigned fulfillment center.
Pick, quality-inspect, and pack your item.
Register the parcel with the carrier and generate a tracking number.

Orders placed on a Saturday, Sunday, or a public holiday begin processing on the next business day. During major sale events (Black Friday, Boxing Day, Lunar New Year) processing may extend to 5 business days, and we post a banner on our website whenever that is the case.

Phase 2 — Transit / Shipping Time: 7–14 Business Days

This is the time your parcel spends in the hands of the carrier, travelling from our international fulfillment center to your delivery address. This window covers international line-haul, customs clearance in your destination country, and final-mile delivery by your local postal service or courier.

Estimated total delivery: 8 to 17 business days from the moment you place your order. Business days are Monday through Friday and exclude weekends and public holidays in both the origin and destination countries.

Remote, rural, or island destinations may add 3–7 additional business days. Customs inspections, severe weather, carrier backlogs, and national holidays in transit countries can extend delivery beyond our published estimate; these events are outside our control, but we will always keep you informed and we never leave an inquiry unanswered.

Shipping Destinations & Costs

We ship worldwide. Shipping charges — including free-shipping thresholds, if any are active — are calculated and displayed in full on the checkout page before you enter payment details. The price you confirm at checkout is the total price you pay us. We do not add surcharges after an order is placed.

Import duties, taxes, and customs fees: For international orders, the destination country may levy import duties or taxes. These are set by your government, are not collected by Velleora Home Decor, and are the responsibility of the recipient. If you are unsure whether duties apply to your country, email support@velleorahomedecor.com before ordering and we will tell you what we know about that route.

Tracking Your Order — How and When You Receive It
Order confirmation email — sent immediately after checkout, confirming what you bought and what you paid.
Shipping confirmation email with tracking number — sent to the email address you used at checkout within 24 hours of your parcel being dispatched, which is typically 1–3 business days after your order is placed.
Tracking activation — a newly issued tracking number can take 3–7 business days to display its first scan event while the parcel completes international export processing. A tracking number that shows "no information available" during this period is normal and does not mean your parcel is lost.

You can track your parcel at any time using the link in your shipping confirmation email, or through the Order Tracking page on velleorahomedecor.com. If you have not received a tracking number within 5 business days of ordering, email support@velleorahomedecor.com and we will locate it for you.

Split Shipments

If you order multiple items, they may be packed and shipped separately from different fulfillment centers and arrive on different days. When this happens you will receive a separate tracking number for each parcel, and you are never charged extra shipping for a split shipment. Your order is not incomplete until every tracking number in it has been delivered.

Lost, Delayed, Damaged, or Missing Parcels

We take full responsibility for getting your order to you. Here is exactly how we handle each situation:

If your parcel is delayed

If your parcel has not arrived 30 calendar days after your shipping confirmation email, email support@velleorahomedecor.com with your order number. We will open a formal trace with the carrier at our own cost and update you every 3–5 business days until it is resolved.

If your parcel is declared lost

If a carrier trace confirms the parcel is lost, or if tracking shows no movement for 21 consecutive calendar days, we will — at your choice — ship a free replacement or issue a full refund including original shipping charges to your original payment method. You are not asked to pay anything and you are not asked to file the carrier claim yourself. We do that.

If your item arrives damaged or defective

Email support@velleorahomedecor.com within 7 calendar days of delivery and include:

Your order number
Clear photographs of the damaged item
A photograph of the outer shipping box and packaging
A photograph of the shipping label

We will approve a free replacement or a full refund within 2 business days of receiving your photos. You will not be asked to ship a damaged item back to us, and there is no restocking fee.

If your tracking says "delivered" but nothing arrived

Check with household members, neighbours, and your building's parcel room, and allow 48 hours — carriers occasionally scan a parcel as delivered a day before it is physically handed over. If it still has not surfaced after 48 hours, email us and we will open a carrier investigation and resolve the order with a replacement or refund.

If the item is the wrong product, colour, or size

That is our error. Email us with a photo and we will send the correct item at no cost to you. You may keep or dispose of the incorrect item as you see fit; we will not ask you to pay return shipping on a mistake we made.

Address Accuracy & Order Changes

Please check your shipping address carefully before confirming checkout. If you need to correct an address or cancel an order, email support@velleorahomedecor.com within 12 hours of placing it and we will make the change free of charge if the parcel has not yet been dispatched. Once a parcel has left the fulfillment center, the address can no longer be changed, and parcels returned to sender because of an incorrect or incomplete address will be refunded less the original shipping cost.

Questions About a Shipment

Email: support@velleorahomedecor.com Phone: 587-545-0012 Hours: Monday–Friday, 9:00 AM – 5:00 PM Mountain Time Mailing address: Velleora Home Decor, 17320 85 Street NW, Edmonton, Alberta, Canada