Shipping Policy

At Thrive Street Limited, operating under the trade name Velena, we are committed to delivering your shopvelena.com orders safely and efficiently. This Shipping Policy outlines our shipping procedures, costs, and delivery information.
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Last updated: June 2025

Worldwide Shipping

We ship to most countries worldwide. Our products are carefully packaged and shipped using reliable international carriers to ensure safe delivery to your location.

Restricted Locations

We currently cannot ship to:

  • Countries under international trade sanctions
  • Areas deemed high-risk by our shipping carriers
  • Locations where our products are prohibited by local regulations

Note: This list may change based on carrier policies and international regulations. Please contact us at support@shopvelena.com if you're unsure about shipping to your location.

Order Processing

All orders require 1-3 business days for processing before shipment.

 

Processing includes:

  • Payment verification and authorization
  • Inventory allocation and quality control inspection
  • Secure packaging and preparation for international shipping
  • Documentation and customs paperwork preparation

Business Days

 

Processing times are calculated in business days (Monday-Friday, excluding Hong Kong public holidays). Orders placed on weekends or holidays will be processed on the next business day.

Shipping Timeframes

Our standard delivery timeline is 5-12 business days from shipment date to most international destinations.

 

Timeframe Details:

  • Processing: 1-3 business days (before shipment)
  • Transit time: 5-12 business days (after shipment)
  • Total delivery time: 6-15 business days from order placement

Factors Affecting Delivery Time

 

Delivery times may vary based on:

  • Destination country and location (urban vs. rural)
  • Customs clearance processing time
  • Local postal service efficiency
  • Peak seasons (holidays, sales events)
  • Weather conditions or other unforeseen circumstances

Shipping Methods

International Standard Shipping

  • Carrier: Trusted international shipping partners
  • Tracking: Full tracking provided for all shipments
  • Insurance: Included for all orders
  • Delivery: To your specified address
  • Signature: May be required for delivery confirmation

Shipping Costs

  • Calculated at checkout based on destination and order weight
  • Displayed clearly before you complete your purchase
  • No hidden fees - the price you see is the price you pay for shipping

Free Shipping Offers

We regularly offer free shipping promotions to various regions. Free shipping thresholds and eligible countries will be clearly displayed:

  • During checkout for qualifying orders
  • On product pages where applicable
  • In promotional communications and website banners

Current Promotions

Check our website for current free shipping offers, which may include:

  • Minimum order amounts for free shipping
  • Seasonal promotions with enhanced shipping benefits
  • Product-specific free shipping offers

Customs and Duties

We handle all customs duties and taxes for international shipments. We are responsible for import duties and taxes imposed by the destination country, customs clearance fees charged by local authorities, VAT or GST as required by local laws, and brokerage fees charged by shipping carriers. We ensure accurate customs declarations with proper product descriptions and values, required export documentation and shipping forms, and compliance with Hong Kong export regulations. Customs clearance may add 1-7 business days to delivery time as different countries have different customs procedures, additional paperwork may occasionally be required, and we will help coordinate with customs when needed.

Package Tracking

Tracking information includes a tracking number provided within 24-48 hours of shipment, email notification sent when your order ships, real-time updates available through carrier websites, and delivery confirmation when package reaches destination. To track your order, check your email for shipping confirmation with tracking number, visit carrier website using the provided tracking number, contact us at support@shopvelena.com if you need assistance, and monitor progress from Hong Kong to your destination.

Shipping Address Requirements

Please ensure your shipping address is complete and accurate including postal or ZIP codes, written in English or local language with English translation, includes contact phone number for delivery coordination, and specifies any special delivery instructions if needed. Before shipment, contact us immediately to modify shipping address, but after shipment address changes may not be possible depending on carrier. Incorrect addresses may result in delivery delays or return to sender.

Delivery Issues

If delivery fails due to incorrect address provided by customer, recipient unavailable for multiple delivery attempts, refused delivery by recipient, or customs issues beyond our control, the package may be returned to sender with customer responsible for reshipment costs and refund processed per our Return Policy once package is received. For damaged or lost packages, report immediately by contacting us within 7 days of expected delivery, we will work with carriers to investigate lost or damaged shipments, replacement or refund provided for confirmed issues, and insurance claims processed on your behalf when applicable.

Peak Season Shipping

During peak seasons including holidays and major sales events, expect extended processing times up to 5 business days, longer transit times with additional 2-5 business days, carrier delays due to increased shipping volumes, and we recommend early ordering to ensure timely delivery. We will communicate any shipping delays or modifications via website announcements, email notifications to customers with pending orders, and social media updates.

Special Shipping Considerations

Some products may have special shipping considerations including red light therapy devices which may require additional customs documentation, skincare products as temperature-sensitive items shipped with care, fragile items with extra packaging and handling precautions, and regulated products with compliance with destination country regulations. We use secure packaging with all items protected against damage during transit, eco-friendly materials and sustainable packaging when possible, discrete shipping with no external indication of package contents, and professional presentation with Velena branded packaging for premium experience.

Contact Information

For questions about shipping, tracking, or delivery, email support@shopvelena.com with response time of 1-2 business days and business hours Monday through Friday 9 AM to 6 PM HKT. 

 

Our business address is Thrive Street Limited (Velena), RM 205, UNIT C, 2/F., KWONG ON BANK MONGKOK BRANCH BLDG, 728-730 NATHAN RD, MONG KOK, HONG KONG.

Policy Updates

We may update this Shipping Policy from time to time to reflect changes in our shipping procedures, carrier services, or international regulations. Any significant changes will be posted on our website with an updated effective date. We appreciate your business and strive to provide reliable, efficient shipping service to customers worldwide. Thank you for choosing Velena for your wellness and beauty needs