Help centre

Questions & answers

Everything you need to know about orders, delivery, returns and our products.

Which countries do you ship to?

We ship to all countries of the European Union except Cyprus and Malta, and to Norway.

How long does delivery take?

Orders are prepared within 2 business days. Delivery usually takes 5–10 business days in total, depending on your country (up to 13 business days to Greece, Portugal or Romania). As soon as your order is dispatched, you receive a tracking link by email.

How much does shipping cost?

Shipping is free on orders from €60 (to Norway from €100). Below that, standard shipping costs between €5.99 and €8.49 depending on your country (€15.49 to Norway). The exact amount is always shown at checkout before you pay.

Will I pay customs or import fees?

Not within the EU — your order ships from inside the European Union. Norway is outside the EU, so orders to Norway may be subject to import VAT or fees charged on delivery.

Which payment methods can I use?

You can pay with major credit and debit cards and the other methods shown at checkout. All payments are encrypted and processed securely by Shopify.

Can I return a product?

Yes. You can withdraw from your purchase within 14 days of delivery. For hygiene reasons, skincare can only be returned unopened with the seal intact. Read the full refund policy.

My order arrived damaged. What now?

We're sorry! Email us at support@veloireskin.com with your order number and a photo, and we will replace the item or refund you at no cost.

Where are Veloire products made?

All Veloire formulas are produced in the European Union by an established cosmetics manufacturer. Each product is safety-assessed under Regulation (EC) No 1223/2009 and notified in the EU Cosmetic Products Notification Portal (CPNP).

Where can I find the full ingredient list?

The complete ingredient list (INCI) is shown on every product page under “Full ingredients” and printed on the packaging.

Are the products suitable for sensitive skin?

Our formulas are safety-assessed for normal use. Everyone's skin is different, so if you have sensitive skin or known allergies, check the full ingredient list and do a patch test on a small area first.

How long can I use a product after opening?

Look for the open-jar symbol on the packaging (for example “12M”) — it shows how many months the product can be used after opening.

Are your products tested on animals?

No. Animal testing of cosmetic products and their ingredients is prohibited in the European Union, and all our products comply with this law.

Are your reviews genuine?

Yes. Reviews are collected through Judge.me, an independent review platform. After delivery, customers receive an email invitation to review the products they bought, and reviews from confirmed buyers are marked “Verified buyer”. We never pay for reviews, write them ourselves or change their content.

How do I contact you?

Email support@veloireskin.com or call +385 92 4608 183. A real person replies, usually within one business day.