SHIPPING POLICY | VELION HAIR
Last updated: 9 August 2026
Velion Hair is a brand operated by Layered Lines 3D, a business registered in the Netherlands. References in this Shipping Policy to “Velion Hair”, “we”, “our” or “us” therefore refer to Layered Lines 3D operating under the Velion Hair brand.
- Legal business name: Layered Lines 3D
- Brand name: Velion Hair
- Chamber of Commerce (KvK): 95447024
- VAT number: NL005154011B53
- Contact: info@velionhair.com
- Website: velionhair.com
This Shipping Policy explains where and how we ship, how shipping charges and estimated delivery times are determined, and what to do if a shipment is delayed, damaged or missing. Nothing in this Policy limits any mandatory rights that you have under applicable consumer law.
SHIPPING DESTINATIONS
We offer international shipping to most destinations supported by our carriers. The countries and shipping options currently available are shown at checkout. Shipping may be unavailable or temporarily suspended for certain destinations because of carrier restrictions, customs requirements, sanctions, local law or circumstances outside our reasonable control.
If your country is not available at checkout, please contact us before placing an order.
CARRIERS
We currently use:
- PostNL, with shipments booked through MyParcel, for orders within the Netherlands and the European Union; and
- DHL Express for orders outside the European Union.
We may use a comparable alternative carrier when reasonably necessary because of the destination, parcel size, service availability or operational disruption. The carrier and tracking details for your order will be included in the shipping confirmation.
Orders are processed and dispatched Monday to Friday, excluding Dutch public holidays. Orders placed during a weekend or public holiday begin processing on the next working day.
PROCESSING TIME
Orders are normally dispatched within the estimated processing period shown on the relevant product page or at checkout. Processing time is the time needed to prepare an order before it is handed to the carrier and is separate from the carrier’s delivery time.
Processing may take longer for made-to-order products, limited production batches, bulk orders or unusually large quantities. If a material delay arises after you have ordered, we will contact you using the email address supplied at checkout.
SHIPPING COSTS
Available shipping methods and charges are calculated and shown at checkout before you place the order. Rates may depend on the destination, parcel weight, order value and selected service.
Any free-shipping offer, minimum-order threshold or promotional shipping rate applies only when it is clearly displayed on our website or at checkout and the stated conditions are met.
ESTIMATED DELIVERY TIMES
Estimated delivery times are shown at checkout or in the shipping information available when you order, where applicable. Unless we expressly agree to a guaranteed delivery date, these times are estimates rather than guaranteed deadlines.
Delivery may be affected by customs clearance, weather, local holidays, incomplete address information, carrier disruptions or other circumstances outside our reasonable control. We will take reasonable steps to assist if a shipment is materially delayed. Any statutory rights relating to late delivery, cancellation or reimbursement remain unaffected.
If no specific delivery period has been agreed, we will deliver within the period required by applicable law.
TRACKING
All orders are shipped with track and trace. Once your order has been dispatched, you will receive a shipping confirmation by email containing the available tracking information.
Tracking information can sometimes take a short time to become active after the carrier receives the parcel.
DAMAGED SHIPMENTS
We package orders carefully, but damage can occasionally occur in transit. If your order arrives damaged, please contact info@velionhair.com as soon as reasonably possible, preferably within seven days of delivery, and include:
- your order number;
- clear photographs of the product;
- clear photographs of the outer and inner packaging, including any shipping label; and
- a short description of the damage.
Please retain the product and packaging until we confirm whether they are needed for the carrier’s investigation. We will assess the issue and provide an appropriate remedy, such as replacement or refund, where applicable.
The request to contact us promptly helps us investigate the shipment with the carrier. It does not reduce or remove any statutory rights because a report is made after seven days.
MISSING OR DELAYED SHIPMENTS
If tracking has not updated for an unusual period, the estimated delivery window has passed, or tracking shows delivery but you have not received the parcel, please:
- check the delivery address in your order confirmation;
- check with household members, neighbours and any safe place used by the carrier; and
- contact us at info@velionhair.com with your order number and the relevant tracking information.
We will investigate the shipment with the carrier. For Consumer orders, the risk of loss or damage generally remains with us until you, or a third party designated by you other than the carrier, take physical possession of the goods. If a shipment is confirmed as lost, we will provide an appropriate replacement or refund.
TAXES, CUSTOMS AND IMPORT DUTIES
Velion Hair ships from the Netherlands.
Deliveries within the European Union
Applicable VAT is included in the price shown at checkout. No customs duties normally apply to deliveries within the EU customs territory. Different rules may apply to territories that are geographically associated with an EU country but fall outside the EU VAT or customs territory.
Deliveries to the United States
Applicable import duties for orders shipped to the United States are included in the amount charged by us. You should not be asked by the carrier to pay those import duties separately. Any applicable sales tax will be shown and collected at checkout where required.
Charges resulting from incorrect or incomplete information supplied by the customer, a customer-requested change after dispatch, refusal of delivery or a destination-specific charge that is not an import duty may still be payable by the customer where legally permitted.
If a carrier or customs authority unexpectedly asks you to pay an import duty that should have been included, do not refuse the shipment solely for that reason. Contact us first at info@velionhair.com and include a copy or photograph of the payment request.
Other destinations outside the European Union
Unless checkout expressly states that they are included, orders may be subject to import VAT, customs duties, brokerage charges or carrier handling fees imposed by the destination country. These charges are not controlled by us and are the responsibility of the recipient. We recommend checking with the local customs authority before ordering if you are unsure which charges may apply.
REFUSED OR UNCOLLECTED SHIPMENTS
Refusing delivery or failing to collect a parcel does not by itself necessarily constitute a valid exercise of a statutory right of withdrawal. If you want to cancel an order, please notify us by an unequivocal statement in accordance with our Refund Policy and Terms of Service.
If a shipment is returned because the recipient refused delivery, did not collect it after reasonable delivery attempts, or refused to pay charges that were clearly disclosed as the recipient’s responsibility, we will contact the customer after the parcel is returned to us.
Where permitted by law, any refund may be reduced by the reasonable, direct costs actually incurred because of the failed delivery, such as return shipping, customs or carrier charges. We do not charge an automatic administrative or restocking fee. No deduction will be made where the failed delivery was caused by us or where applicable law requires otherwise.
ADDRESS ACCURACY
Please ensure that the name, delivery address, postal code and other information supplied at checkout are complete and correct. Contact us as soon as possible if you notice an error. We will try to correct the address before dispatch, but we cannot guarantee that a change is possible once processing or shipping has begun.
If a shipment is returned because the customer supplied an incorrect or incomplete address, the customer may be required to pay the reasonable cost of reshipping it. If the order is cancelled or refunded instead, costs may be deducted only to the extent permitted by law. This does not apply where the delivery failure was caused by us or the carrier.
QUESTIONS
For questions about shipping or a specific order, contact us at info@velionhair.com and include your order number where applicable.