Shipping Policy

Shipping Policy

VIRELLENA is committed to providing customers with a reliable, efficient, and transparent shipping experience. Every order is prepared and dispatched with care to help ensure that your products arrive at the specified delivery address in appropriate condition and within the estimated timeframe.

This Shipping Policy outlines our order-processing schedule, delivery charges, estimated shipping times, tracking process, customs responsibilities, and the procedures to follow if a package is damaged, missing, or marked as delivered but cannot be found.

1. Order Processing and Preparation

Orders are generally reviewed, prepared, and processed within 2 business days after order confirmation has been received.

Business days exclude Saturdays, Sundays, and public holidays.

Once your order has been transferred to the shipping carrier, VIRELLENA will send a shipment confirmation to the email address provided with your order. This email will include available tracking information so you can monitor the progress of your delivery.

2. Shipping Fees and Free Delivery

Shipping charges are determined according to the total value of your order.

Standard Shipping Fee

Orders that do not meet the free-shipping requirement will be subject to a fixed standard delivery fee of $5.99. The applicable shipping charge will be clearly displayed at checkout before payment is completed.

Free Standard Shipping

VIRELLENA offers complimentary standard shipping on orders with a total value above $45.98.

Available promotions, discounts, or other price adjustments may affect whether an order qualifies for the free-shipping threshold.

3. Estimated Delivery Timeframes

To help maintain product availability and support efficient order fulfillment, purchases may be shipped from one of our regional distribution centers.

Estimated delivery times are as follows:

  • United States: 7–12 business days

  • Canada, United Kingdom, and Europe: 7–15 business days

  • Australia, New Zealand, and Asia: 8–15 business days

These delivery periods are estimates and should not be considered guaranteed arrival dates.

While we make reasonable efforts to support timely delivery, delays may occasionally occur due to circumstances beyond VIRELLENA’s direct control. These may include customs inspections, border clearance, carrier disruptions, severe weather conditions, public holidays, transportation delays, or local delivery schedules.

4. Order Tracking

Once your order has been shipped, a tracking number will be sent to the email address associated with your purchase.

Customers may monitor delivery progress through our Track Your Order page or by entering the tracking number directly on the appropriate carrier’s website.

Tracking information may not appear immediately after shipment. Please allow up to 48 hours for the carrier’s system to register updated scans or movement information.

5. Customs Duties, Import Taxes, and Additional Fees

International deliveries may be subject to customs duties, import taxes, tariffs, brokerage charges, or other fees imposed by the destination country or local authorities.

VIRELLENA is not responsible for covering these additional charges.

Any fees assessed during customs clearance, transportation, or after the package arrives in the destination country are the responsibility of the customer.

Customers are encouraged to review applicable import requirements in their country or region before completing an order.

6. Damaged, Missing, or Stolen Packages

Customer satisfaction and the safe arrival of products are important to VIRELLENA. We recommend inspecting your package and its contents shortly after delivery.

Items Damaged During Shipping

If an item arrives damaged, please contact our customer support team at support@virellena.com within 72 hours of delivery.

Your request should include:

  • Your order number

  • A clear photo of the damaged product

  • Photos of both the exterior and interior packaging

  • A short description of the damage

After reviewing the information provided, VIRELLENA will arrange a free replacement for an item confirmed to have been damaged during transit. Where appropriate, a full refund may be provided instead.

Claims submitted without supporting photographs or after the 72-hour reporting period may be more difficult to confirm.

Packages Marked as Delivered

VIRELLENA is not responsible for packages that are lost, misplaced, or stolen after the shipping carrier’s tracking system confirms the shipment as “Delivered.”

If tracking shows that the order was delivered but the package cannot be located, customers should first:

  • Check the delivery area, including entrances, porches, garages, mailrooms, and other secure locations.

  • Ask household members, building personnel, or nearby neighbors whether they received the package.

  • Contact the applicable shipping carrier, including USPS, UPS, FedEx, or another assigned carrier, and request an investigation or submit a delivery claim.

VIRELLENA will provide available tracking details and reasonable shipment information to assist with the customer’s enquiry to the carrier.

However, refunds or replacement shipments cannot be guaranteed when the carrier confirms successful delivery to the shipping address provided during checkout.

Customers are responsible for confirming that all shipping information is accurate and complete before submitting an order.

7. Contact and Company Information

Questions regarding shipping, tracking, damaged products, or this Shipping Policy may be submitted using the contact details below.

Brand Name:
VIRELLENA

Legal Entity:
Finnovate Hong Kong Limited

Customer Support Email:
support@virellena.com

Business Address:
16/F, CENTRAL PLAZA, 18 HARBOUR ROAD
WAN CHAI, HONG KONG