The details
Great news – we offer free shipping on every order, worldwide.
No minimums, no codes, no catches. Every order ships free, every time.
Once your order is placed, it will be processed and dispatched within 1–3 business days. During peak periods (holidays, sales events), please allow up to 5 business days for dispatch.
After your order ships, estimated delivery times are:
These are estimated timeframes from the date of shipment, not from the date of purchase. Actual delivery times may vary depending on your location and local carrier conditions.
Every order comes with a tracking number. You’ll receive it via email within 24 hours of your order being shipped.
A couple of things to keep in mind about tracking:
It can take 1–3 business days after you receive your tracking number for the tracking information to become active. This is normal — it just means the carrier hasn’t scanned it into their system yet.
If your tracking hasn’t updated in a while, don’t panic. International shipments sometimes go through periods without updates, especially during customs processing. In most cases, the package is still on its way.
If your tracking hasn’t moved for more than 10 business days, feel free to reach out to us at support@viloer.com and we’ll look into it.
For international orders, your package may be subject to customs duties, import taxes, or fees imposed by your country’s government. These charges are determined by your local customs authority and are not included in our product prices or shipping costs.
Viloer is not responsible for any customs duties, taxes, or additional fees that may apply to your order. We recommend checking with your local customs office if you’re unsure about potential charges in your area.
Customs processing can also occasionally add extra time to your delivery. This is outside of our control, but rest assured your package is still on its way.
We understand the wait can be frustrating, especially when you’re excited about your order. Here’s what we suggest:
Please note that shipping delays alone do not qualify for a replacement or exchange. For full details, see our Return & Exchange Policy.
Lost packages: If your tracking shows no updates for an extended period and the package appears to be lost in transit, contact us at support@viloer.com. We’ll work with the carrier to investigate and find the best solution for you.
Stolen packages: Once the carrier confirms delivery to the address you provided, the package is considered delivered. Viloer is not responsible for packages that are stolen after delivery confirmation. If this happens, we recommend filing a report with your local postal service or carrier. You’re welcome to reach out to us as well — while we can’t guarantee a resolution, we’ll do what we can to help.
Damaged packages: If your product arrives damaged, please refer to our Return & Exchange Policy. We’ll send you a free replacement — just email us a photo within 7 days of receiving the order.
If you need to update your shipping address, email us at support@viloer.com as soon as possible. If your order hasn’t been dispatched yet, we can usually make the change. Once the order has shipped, we’re unable to modify the delivery address.
Yes, we ship to P.O. Boxes. However, please note that delivery times to P.O. Boxes may be slightly longer than standard deliveries.
If you have any questions about shipping, tracking, or your delivery, we’re always happy to help.
Email: support@viloer.com
We typically respond within 24–48 hours.