Great news – we offer free shipping on every order, worldwide.
No minimums, no codes, no catches. Every order ships free, every time.

How Long Will My Order Take?

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:

• United States & Canada
  5–10 business days
  
  
  

• Europe & United Kingdom
  7–14 business days
  
  
  

• Australia & New Zealand
  7–14 business days
  
  
  

• Rest of World
  10–20 business days
  
  
  

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.

Order Tracking

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 [email protected] and we’ll look into it.

Customs & Import Duties

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.

What If My Order Hasn’t Arrived?

We understand the wait can be frustrating, especially when you’re excited about your order. Here’s what we suggest:

1. Check your tracking link. Most delays are visible in the tracking updates — whether it’s sitting at customs, in transit between facilities, or waiting for a local delivery scan.

2. Give it a few extra days. The delivery windows we list are estimates, not guarantees. Carriers sometimes run behind, especially during busy seasons or when customs processing is involved.

3. Still nothing? If your estimated delivery window has passed and there’s been no tracking movement for more than 10 business days, email us at [email protected] with your order number. We’ll investigate and do our best to help.

Please note that shipping delays alone do not qualify for a replacement or exchange. For full details, see our Return & Exchange Policy.

Lost, Stolen, or Damaged Packages

Lost packages: If your tracking shows no updates for an extended period and the package appears to be lost in transit, contact us at [email protected]. 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.

Can I Change My Shipping Address After Ordering?

If you need to update your shipping address, email us at [email protected] 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.

Do You Ship to P.O. Boxes?

Yes, we ship to P.O. Boxes. However, please note that delivery times to P.O. Boxes may be slightly longer than standard deliveries.

Questions?

If you have any questions about shipping, tracking, or your delivery, we’re always happy to help.

Email: [email protected]

We typically respond within 24–48 hours.