Delivery
At Vela Air, we do everything necessary to ensure your order is carefully prepared and shipped with tracking when possible.
This page explains the delivery terms applicable to orders placed on vela-air.com.
1. Delivery Zones
We currently deliver to the countries indicated at the time of order.
Available delivery zones may include, depending on the active settings on the site:
- Metropolitan France;
- Belgium;
- Luxembourg;
- Switzerland;
- other zones displayed during checkout.
If your country does not appear at checkout, it means that delivery is not yet available for that destination.
2. Order Processing Times
After payment validation, the order is generally sent to our logistics department for preparation.
Processing time corresponds to the time required to verify, prepare, and ship the order.
Processing times are indicated at the time of order or communicated by email after its validation.
3. Estimated Delivery Times
Delivery times vary depending on:
- the destination country;
- the carrier;
- the time of year;
- the volume of orders;
- any customs controls;
- the information provided by the customer when ordering.
- Estimated delivery times are indicated before order confirmation, depending on your delivery country.
4. Tracked Delivery
When the carrier allows it, a tracking number is sent to the customer by email after the order has been shipped.
This link allows you to track the package's journey until its delivery.
It can sometimes take a few days for the tracking to update after shipment.
5. Delivery Fees
Delivery fees are indicated before final order confirmation.
Depending on current offers, delivery may be free above a certain purchase amount.
For Vela Air, the recommended offer is:
Free tracked delivery from €50 purchase.
Only display if you actually activate it in Shopify.
6. Delivery Address
The customer is responsible for the accuracy of the information provided when ordering.
Before validating payment, please carefully check:
- first and last name;
- street number and name;
- building, floor, apartment if necessary;
- postal code;
- city;
- country;
- phone number if requested;
- email address.
In case of an error in the address provided by the customer, Vela Air cannot be held responsible for a delay, return, or inability to deliver.
7. Order Indicated as Delivered but Not Received
If tracking indicates that your order has been delivered but you have not received it, we invite you to:
- check your mailbox;
- check with your concierge, neighbors, or any relay point;
- verify the address provided during the order;
- contact the carrier if their details are available;
- write to us at contact@vela-air.com with your order number.
We will do our best to assist you with the verification procedures.
8. Delivery Delay
Delays may occur due to events beyond our control, including:
- high order volume periods;
- carrier issues;
- weather conditions;
- strikes;
- customs controls;
- incorrect or incomplete address information;
- force majeure.
In case of an unusual delay, you can contact our customer service:
Please include your order number so we can respond more quickly.
9. Package Returned to Sender
A package may be returned to the sender in case of:
- incorrect address;
- incomplete address;
- repeated absence during delivery;
- failure to collect within the timeframe at a relay point;
- refusal of the package.
In this case, our customer service will contact you to discuss possible solutions.
Depending on the situation, redelivery fees may be requested if the error originated from the information provided by the customer.
10. Damaged Product Received
If you receive a damaged product, contact us promptly at:
Please include:
- your order number;
- a photo of the product;
- a photo of the packaging;
- a description of the problem encountered.
After verification, we will propose a suitable solution: replacement, refund, or another solution depending on the case.
11. Customs and Possible Taxes
For deliveries outside the European Union, customs duties, local taxes, or import fees may be requested by the authorities of the destination country.
These fees, when applicable, are the responsibility of the customer, unless otherwise indicated at the time of order.
For metropolitan France and European Union countries, any applicable taxes must be displayed according to the active sales settings on the site.
12. Delivery Contact
For any questions regarding your delivery, you can write to us at:
Please include:
- your order number;
- the name used during the order;
- the order email address;
- your question.
Our French-speaking customer service will respond within 24 to 48 business hours.