Shipping & Customs Clearance Policy

At Vélino, we are committed to ensuring a seamless and efficient shopping experience from the moment you place your order to the time it arrives at your doorstep. Please take a moment to read through our Shipping and Customs Clearance policy to better understand how we handle your purchases and the steps you can take to ensure smooth delivery.

Order Dispatch & Shipping

Redirecting Orders: Once your items have been dispatched, we are unable to redirect them. Please double-check that all delivery details are accurate before placing your order to avoid any issues.
Tracking: Once your order has been shipped, we will provide full tracking details via email. This will allow you to monitor your order from dispatch to delivery.
Signature Requirement: To ensure secure delivery, all orders require a signature upon receipt.
Shipping Days: Orders are processed and shipped on weekdays only. Please note that we do not process or ship orders on Saturdays or Sundays.
Shipping to P.O. Boxes: We do not ship to P.O. Box addresses.
Free Shipping: Enjoy Free Shipping on all purchases over $200 for customers in the USA.

Shipping Times & Locations

Processing Time: Orders for in-stock items will be processed within 1-3 business days.
Shipping Duration: After dispatch, international shipping will take approximately 10-15 business days, depending on your location.
Customs & Shipping Origins: Since we source our gemstones globally, shipments may come from various locations, including but not limited to the United States, Mexico, Australia, Japan, and China (mainland or Hong Kong/Macau/Taiwan). We will handle all import customs clearance on your behalf.

Note: If there are any customs delays or issues, the shipping time may extend beyond the estimated 10-15 business days. In such cases, shipping may take an additional 10-15 business days, up to 30 business days. If customs delays exceed 30 business days, we will immediately contact you to discuss the next steps, including the option to continue waiting, cancel, or modify the order.

Customs, Taxes & Duties

DDP (Delivered Duty Paid) Shipping: We utilize a DDP shipping arrangement, which means all applicable customs fees, taxes, and duties are calculated and paid at checkout. This ensures that your package will arrive without any unexpected charges upon delivery.
US Reciprocal Tariff (10%): Beginning April 5, 2025, the U.S. has imposed a 10% Reciprocal Tariff on most imported goods, including jewelry. This will be reflected in the pricing and handled during checkout.
Merchandise Processing Fee (MPF): U.S. Customs and Border Protection charges a 0.3464% fee on most import shipments.
DHL Duty Tax Paid Fee: To expedite customs clearance and minimize handling costs, we have negotiated a lower DHL Duty Tax Paid (DTP) fee, ensuring faster processing while saving on

Important Customs Details

Social Security Number (SSN): For shipments to the USA, DHL may request your Social Security Number (SSN) for customs clearance. This information will only be used by US Customs and Border Protection and will not be shared with any third parties.
Additional Fees: Customers in the USA may incur additional state-dependent fees, ranging between $40.00 and $80.00. Unfortunately, Vélino is not responsible for these fees.
Customs Clearance Delay: If you are contacted by DHL or US Customs for additional information or documentation, please respond as quickly as possible to avoid further delays. Failure to provide the requested details could result in the return of your items.
Customs Document Requests: If US Customs contacts you for further documentation or verification, please inform us immediately. We will assist you in every way we can. However, please note that we have no control over US Customs, and any delays related to customs clearance are outside our influence.

Customer Support

Should you have any questions or need further assistance regarding shipping or customs, please do not hesitate to contact our customer support team. We are here to ensure a smooth and pleasant experience for you!

Thank you for choosing Vélino. We look forward to bringing you beautiful jewelry with exceptional service.