Question 1

How are delivery estimates shown at checkout?

Accepted Answer

After you enter your shipping address at checkout, Shopify automatically calculates which zone you belong to (DACH, Italy or Rest of EU) and shows you all available shipping methods with their price and the estimated delivery window in working days.

Question 2

When do I qualify for free shipping?

Accepted Answer

Free standard shipping is applied automatically at checkout when your subtotal (before tax) reaches the threshold for your zone: €150 for Germany, Austria and Italy, and €200 for the rest of the European Union.

Question 3

Which carriers do you use?

Accepted Answer

DHL for Germany and Austria, Poste Italiane and BRT for Italy, DHL and GLS for the rest of the EU. Every shipment is fully tracked and requires a signature for orders above €250.

Question 4

Is the packaging discreet?

Accepted Answer

Yes. All orders ship in an unbranded outer box. The Velüra wordmark appears only on the inner tissue paper and dust bag. The carrier label lists only Maison V. as the sender.

Question 5

Will I pay customs duties or VAT?

Accepted Answer

No additional duties for orders shipped within the European Union — the price you see includes VAT for your country. Customers outside the EU may be liable for local import duties and taxes.

Question 6

What is the return policy on intimate apparel?

Accepted Answer

You may return unworn pieces within 14 days of delivery for a full refund. The original hygienic strip must still be in place and the dust bag and tags must be included. Bridal sets and items reduced more than 30% are final sale.

Question 7

Can I exchange for another size?

Accepted Answer

Yes. Free one-time size exchange within Germany, Austria and Italy. We pre-pay the return label and ship the new size as soon as your parcel is in transit back to us.

Question 8

How long do refunds take?

Accepted Answer

Once your return arrives at our atelier, the refund is issued to your original payment method within 3 working days. Card issuers and Klarna typically post the credit within a further 2–5 working days.

Zone	Countries	Standard	Express	Free shipping
DACH Express	Germany · Austria	€6.90 · 3–5 working days	€14.90 · 1–2 working days	Free over €150
Italia	Italy	€8.90 · 4–6 working days	€17.90 · 2–3 working days	Free over €150
European Union	FR · NL · BE · ES · IE · PT · LU · DK · SE · FI	€11.90 · 5–8 working days	—	Free over €200

Shipping & Returns

Delivery zones & transit times

Frequently asked questions