Shipping Policy

At VELINA LORVEN V&L LLC, we understand that the anticipation of receiving a carefully chosen vintage or antique treasure is part of the joy of collecting. Whether you have just discovered a rare Nantucket Lightship basket, fallen in love with an exquisite Venetian mirror, or found the perfect handwoven textile to complete your space, we want your treasure to arrive safely, promptly, and in the condition you expect. That is why we have developed a comprehensive shipping policy that prioritizes the safety and integrity of your purchase while providing you with transparency, flexibility, and peace of mind throughout the delivery process.

We are proud to serve customers across the United States and around the world. Our shipping network is built on partnerships with trusted carriers who share our commitment to reliability and professionalism. From our carefully designed packaging to our real-time tracking and dedicated customer support, we have considered every aspect of the shipping experience to ensure your satisfaction.

Please take a moment to review our complete Shipping Policy below. If you have any questions or need assistance with your order, our customer service team is always ready to help.

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Our Shipping Philosophy: Care, Speed, and Transparency

At VELINA LORVEN, we believe that the shipping experience should reflect the quality of the products we sell. Every piece in our collection is unique, often fragile, and always precious. We treat each shipment with the same care and attention we would give to our own treasured possessions.

Our Commitment to You

When you place an order with VELINA LORVEN, we promise to:

• Pack with Care: Every item is professionally packaged using high-quality materials to ensure it arrives safely, regardless of its size, weight, or fragility.

• Ship Promptly: Most orders are processed and shipped within 1-3 business days of payment confirmation. We understand that you are eager to receive your treasure, and we work diligently to minimize processing time.

• Communicate Clearly: You will receive a shipping confirmation email with tracking information as soon as your order leaves our facility. We also provide delivery updates so you can follow your package’s journey in real time.

• Protect Your Investment: We recommend and offer insurance for all shipments, particularly for high-value items. This ensures that your purchase is protected against loss or damage during transit.

• Resolve Issues Fairly: In the rare event that something goes wrong with your shipment, we are committed to working with you and our carriers to find a fair and prompt resolution.

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Order Processing Time

Before your order is shipped, it must go through our processing stage. Understanding our processing times helps you plan for when your treasure will arrive.

Standard Processing Times

• Processing Time: 1-3 business days

• Weekend Orders: Orders placed on Friday, Saturday, or Sunday will begin processing on the following Monday (or the next business day if Monday is a holiday)

• Holiday Delays: During major holidays or peak shopping seasons, processing times may be extended. We will post any significant delays on our website and communicate them in your order confirmation.

What Happens During Processing?

During the processing stage, our team:

1. Verifies Your Order: We confirm product availability, payment authorization, and shipping details.

2. Inspects the Item: Every item is inspected before shipment to ensure it is in the condition described and packed appropriately.

3. Prepares for Shipping: Fragile items are carefully wrapped, and all items are securely packed in sturdy boxes with appropriate padding and protection.

4. Generates Shipping Labels: We create and affix shipping labels with tracking information.

5. Coordinates with Carriers: Your package is handed off to our trusted carrier partners for delivery.

Expedited Processing

For urgent orders, please contact us at vudinh.velinalorvenllc@gmail.com or +16199860828. We will do our best to accommodate expedited processing requests, but availability may vary based on our workload and the specific item.

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Domestic Shipping (United States)

VELINA LORVEN proudly serves customers across all 50 states, Washington D.C., and U.S. territories. We offer a variety of shipping options to meet your needs and budget.

Domestic Shipping Options

Please note: Delivery times are estimates and may vary based on your location, carrier performance, and external factors such as weather or holidays.

Shipping Rates

Shipping rates are calculated at checkout based on:

• The weight and dimensions of your package

• Your shipping address

• The shipping method you select

• Any applicable insurance or special handling requirements

We strive to keep our shipping rates competitive and transparent. You will see the exact shipping cost before completing your purchase, so there are no surprises.

Free Shipping Promotions

From time to time, we offer free shipping promotions on qualifying orders. These promotions will be clearly advertised on our website and at checkout. Terms and conditions apply, including minimum purchase amounts and exclusions for oversized or heavy items. If you have questions about free shipping eligibility, please contact us.

Delivery to PO Boxes and APO/FPO Addresses

We are happy to ship to PO Boxes, APO (Army Post Office), and FPO (Fleet Post Office) addresses. Please note that deliveries to these addresses may take longer due to military or postal processing requirements. Tracking updates may also be limited for these destinations.

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International Shipping

VELINA LORVEN is proud to serve customers around the world. Our international shipping network spans over 190 countries, connecting collectors, designers, and design enthusiasts everywhere to our curated collection.

International Shipping Options

We offer reliable international shipping through trusted carriers including USPS, UPS, FedEx, and DHL. The available shipping methods and costs will be displayed at checkout based on your destination.

Delivery times are estimates and may vary based on customs processing, local carrier performance, and other factors outside our control.

International Shipping Rates

International shipping rates are calculated at checkout based on:

• The weight and dimensions of your package

• Your shipping address and destination country

• The shipping method you select

• Any applicable insurance or special handling requirements

Customs, Duties, and Import Taxes

For international orders, you may be subject to customs duties, import taxes, and other fees imposed by your country’s government. These charges are the responsibility of the buyer and are not included in our product prices or shipping fees.

Important Information for International Buyers:

• Customs Policies: Customs policies vary widely by country. We recommend that you check with your local customs office before placing an international order to understand potential fees and restrictions.

• Customs Declarations: We will accurately declare the full value of your purchase on customs forms, as required by law. We will not undervalue items or mark them as “gifts” to reduce customs fees, as this is illegal and unethical.

• Delivery Delays: Customs processing can cause delays beyond our control. While we strive to ship promptly, we cannot guarantee delivery by a specific date for international orders.

• Customs Inspection: Occasionally, customs authorities may inspect international packages, which may involve opening and examining the contents. We are not responsible for any damage caused by customs inspections.

• Prohibited Items: Some countries restrict the import of certain materials, such as ivory, coral, or specific types of wood. We will not ship items that are prohibited by your country’s customs regulations. If you are unsure about restrictions, please check with your local customs office before ordering.

International Address Format

When providing an international shipping address, please ensure it is formatted correctly and complete. Include:

• Recipient’s full name

• Street address and building number

• City, state/province, and postal code

• Country

• Contact phone number (for carrier delivery communication)

International Tracking

We provide tracking information for all international shipments. However, tracking may be less detailed or less frequently updated for international packages, depending on the destination country’s postal service. If you have concerns about tracking an international order, please contact us for assistance.

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Packaging: Protecting Your Treasure

At VELINA LORVEN, we take packaging extremely seriously. The pieces we sell are often irreplaceable, and we believe that the care we put into packaging reflects our respect for both the item and our customer.

Our Packaging Process

Each item is packaged using a multi-step process designed to ensure its safe arrival:

1. Initial Protection: Fragile items are individually wrapped in protective materials such as bubble wrap, tissue paper, or foam padding.

2. Cushioning: The wrapped item is placed in a sturdy box and surrounded by protective cushioning (packing peanuts, air pillows, or crumpled kraft paper) to absorb shocks during transit.

3. Double Boxing (for fragile items): For particularly fragile or valuable items, we use a “box within a box” method. The item is placed in a smaller, padded box, which is then placed inside a larger box with additional cushioning.

4. Sealing and Labeling: Boxes are securely sealed with high-quality shipping tape and clearly labeled with shipping and handling instructions.

5. Insurance: For high-value items, we strongly recommend shipping with insurance to protect against loss or damage.

Special Considerations

• Glass and Mirrors: Mirrors and glass items are packaged with extreme care, using mirror boxes, corner protectors, and additional padding to prevent breakage.

• Furniture: Larger items, such as furniture, require specialized packaging. We use furniture-grade packing materials, including corner protectors, stretch wrap, and custom crating when necessary.

• Textiles: Fabrics and textiles are carefully folded or rolled and protected from moisture and dust.

• Ceramics and Pottery: Fragile ceramics are individually wrapped and cushioned to prevent chipping or breakage.

• Oversized Items: Oversized items may require special packaging and shipping arrangements. We will contact you if additional charges or alternative shipping methods are required.

Environmental Considerations

While we prioritize the safety of your items, we are also mindful of our environmental impact. Whenever possible, we use recycled and recyclable packaging materials. We also encourage you to reuse or recycle the packaging after receiving your item.

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Shipping Insurance

VELINA LORVEN takes the security of your shipment seriously. We recommend purchasing shipping insurance for all orders, particularly high-value items.

Insurance Coverage

Shipping insurance protects your purchase against:

• Loss during transit

• Damage during transit

• Theft

How Insurance Works

When you purchase insurance, your item is covered for its full declared value. If your item is lost, damaged, or stolen during transit, you can file a claim with the carrier to recover the insured amount.

Filing an Insurance Claim

If your package is lost or damaged:

1. Document the Issue: Take clear photographs of the damage (for damaged items) and any packaging.

2. Contact Us: Notify us immediately at vudinh.velinalorvenllc@gmail.com or +16199860828. We will guide you through the claims process.

3. File the Claim: We will help you file a claim with the carrier.

4. Resolution: Claims processing can take 2-8 weeks, depending on the carrier and the complexity of the claim. We will keep you updated throughout the process.

Insurance is Not Required

While we strongly recommend insurance, it is not required. You may decline insurance at checkout. However, please note that without insurance, VELINA LORVEN is not responsible for loss or damage during transit. We will provide documentation to assist you in filing a claim with the carrier, but the claim will be your responsibility.

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Tracking Your Order

Once your order has shipped, you will receive a shipping confirmation email containing:

• Your order number

• The carrier and shipping method

• A tracking number

• A link to the carrier’s tracking page

How to Track

You can track your package in several ways:

1. Click the Tracking Link: The shipping confirmation email includes a direct link to the carrier’s tracking page.

2. Visit the Carrier’s Website: Go to the carrier’s website (USPS, UPS, FedEx, etc.) and enter your tracking number.

3. Contact Us: If you are having trouble tracking your package, contact us at vudinh.velinalorvenllc@gmail.com or +16199860828. We are happy to check on your order’s status for you.

Tracking Updates

Tracking information is typically updated within 24 hours of shipment. During transit, you will see updates at key points, including:

• Package received by carrier

• In transit

• Out for delivery

• Delivered

If tracking information does not update for several days, please contact us. We can investigate with the carrier and provide you with an update.

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Delivery Process

Standard Delivery

For most orders, delivery will be made to your shipping address during normal business hours. A signature may be required for:

• High-value items

• Items shipped with insurance

• Items shipped with signature confirmation

If a signature is required and you are not available, the carrier will leave a notice with instructions for pickup or redelivery.

Receiving Your Package

When your package arrives, we recommend that you:

1. Inspect the Packaging: Before opening, inspect the packaging for signs of damage. If the box is crushed, torn, or water-damaged, take photographs before opening.

2. Open Carefully: Open the package carefully, avoiding damaging the item inside.

3. Inspect the Item: Remove the item and inspect it thoroughly. If the item is damaged or appears to be in different condition than described, contact us immediately.

4. Keep the Packaging: If you notice damage, keep all packaging materials. They are essential for filing insurance claims.

Delivery to Apartments and Condominiums

For apartment and condominium deliveries:

• Ensure the shipping address includes the unit or apartment number

• Be aware that packages may be left at the front desk, concierge, or package room

• If you have specific delivery instructions, please include them in the order notes

Delivery to Business Addresses

We are happy to deliver to business addresses. Please ensure the business name is included in the shipping address to facilitate delivery. Deliveries to businesses typically occur during normal business hours.

Failed Delivery Attempts

If the carrier attempts delivery and you are not available:

• The carrier will leave a notice with instructions for redelivery or pickup

• You may need to contact the carrier directly to arrange redelivery or pickup

• Failure to arrange redelivery or pickup may result in the item being returned to us

Returned to Sender

If an item is returned to us because delivery was not possible (e.g., incorrect address, refused package, or multiple failed delivery attempts), we will contact you to arrange reshipment. Additional shipping charges may apply. If you no longer wish to receive the item, we will issue a refund minus shipping costs and a restocking fee.

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Delayed, Lost, or Damaged Shipments

While we do everything we can to ensure your shipment arrives safely and on time, occasionally issues may arise. Here is how we handle them:

Delayed Shipments

If your package is delayed:

1. Check the Tracking: Check the tracking information for updates on the delay.

2. Contact the Carrier: You may contact the carrier directly with your tracking number to inquire about the delay.

3. Contact Us: If the delay is significant or you are concerned, contact us at vudinh.velinalorvenllc@gmail.com or +16199860828. We will investigate with the carrier and provide you with an update.

Lost Shipments

If the tracking information shows that your package is lost:

1. Contact Us: Notify us immediately at vudinh.velinalorvenllc@gmail.com or +16199860828.

2. Investigation: We will initiate an investigation with the carrier. This process can take 2-4 weeks, depending on the carrier.

3. Resolution: If the package is declared lost, we will:

   • Issue a full refund (if insurance was purchased)

   • Arrange for a replacement (if available)

   • Offer store credit

Damaged Shipments

If your package arrives damaged:

1. Document the Damage: Take clear photographs of the damage and the packaging.

2. Contact Us: Notify us within 24 hours of delivery at vudinh.velinalorvenllc@gmail.com or +16199860828.

3. Keep All Packaging: Retain the original packaging and shipping materials. They are essential for filing an insurance claim.

4. Resolution: If the item is damaged, we will:

   • Issue a full refund (including shipping costs) if you return the item

   • Offer a partial refund if you wish to keep the item with the damage

   • Arrange for a replacement (if available)

   • File an insurance claim on your behalf

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Shipping Restrictions

Restricted Items

Some items may be subject to shipping restrictions due to their size, weight, or material composition. If we are unable to ship an item to your location, we will notify you and cancel your order with a full refund.

Hazardous Materials

We do not ship hazardous materials, including but not limited to:

• Flammable liquids or solids

• Explosives

• Corrosive substances

• Toxic materials

• Radioactive materials

Living Plants and Animals

We do not ship living plants, animals, or other perishable items.

Prohibited Import Items

Some countries prohibit the import of certain materials, including:

• Ivory (elephant, rhino, or other)

• Coral

• Specific types of wood (such as rosewood, mahogany, or endangered species)

• Items made from endangered animals

We comply with all international laws and regulations regarding the shipment of materials. If we suspect that an item may be prohibited in your country, we will contact you before processing the order.

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Special Shipping Arrangements

Oversized Items

For items that are larger than standard carrier size limits (such as furniture, large mirrors, or oversized decorative pieces), special shipping arrangements may be necessary. These items may require:

• Freight shipping (via a freight carrier)

• Custom crating

• White glove delivery (including inside delivery and setup)

• Additional shipping charges

We will contact you if special shipping arrangements are required for your order. Additional charges will be discussed and approved before processing.

Fragile Items

For extremely fragile items, we may use specialized packaging and handling methods, including:

• Double-boxing

• Custom foam inserts

• Fragile labels and handling instructions

• Air-ride suspension packaging

Shipping to Remote Locations

Shipping to remote locations (rural areas, islands, or locations with limited carrier service) may take longer and may incur additional charges. We will contact you if your destination is considered remote.

White Glove Delivery

For particularly large, heavy, or fragile items, we offer white glove delivery service. This includes:

• Scheduled delivery at a time that works for you

• Inside delivery (including delivery to the room of your choice)

• Basic assembly and setup

• Packaging removal and disposal

White glove delivery is available upon request and at an additional cost. Please contact us for a quote.

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Customer Service for Shipping Inquiries

Our dedicated customer service team is here to assist you with any shipping-related questions or concerns. We are committed to providing you with prompt, professional, and helpful support.

Contact Information

• Email: vudinh.velinalorvenllc@gmail.com

• Phone: +16199860828

• Website: velinalorven.store

• Address: 1209 MOUNTAIN ROAD PL NE STE R, ALBUQUERQUE, NM 87110

Hours of Operation

• Monday – Friday: 9:00 AM – 6:00 PM (Mountain Time)

• Saturday: 10:00 AM – 4:00 PM (Mountain Time)

• Sunday: Closed

If you contact us outside of business hours, please leave a message or send an email. We will respond promptly during our next business day.

What to Include When Contacting Us

To help us assist you efficiently, please include the following information when contacting us about shipping:

• Your full name

• Your order number

• Your shipping address

• A description of the issue (delayed, lost, damaged, etc.)

• Any relevant details or documentation (such as photographs)

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Frequently Asked Questions About Shipping

How long will it take for my order to arrive?

Processing takes 1-3 business days. Domestic shipping typically takes 3-7 business days, depending on the method you select. International shipping takes 5-18 business days.

How can I track my order?

You will receive a shipping confirmation email with a tracking number and a link to the carrier’s tracking page. You can also track your order by contacting us.

How much does shipping cost?

Shipping costs are calculated at checkout based on your shipping address, the weight and dimensions of your package, and the shipping method you select.

Do you offer free shipping?

Yes! From time to time, we offer free shipping promotions on qualifying orders. Check our website for current promotions.

Do you ship internationally?

Yes! We ship to over 190 countries worldwide.

Will I have to pay customs duties or import taxes?

For international orders, customs duties, import taxes, and other fees may apply. These are the responsibility of the buyer. We recommend checking with your local customs office before placing an order.

What if my package is lost or damaged?

If your package is lost or damaged, please contact us immediately. We will work with you and the carrier to resolve the issue. If you purchased shipping insurance, you are protected against loss or damage.

Can I change my shipping address after placing an order?

If your order has not yet shipped, we may be able to change the shipping address. Please contact us immediately. Once an order has shipped, we cannot change the address.

What if I am not home when my package arrives?

If a signature is required and you are not home, the carrier will leave a notice with instructions for redelivery or pickup. You may need to contact the carrier to arrange a convenient time.

How are fragile items packaged?

Fragile items are carefully packaged with protective materials, including bubble wrap, foam padding, and sturdy boxes. For extremely fragile items, we use double-boxing and other specialized techniques.

Do you ship to PO Boxes?

Yes, we ship to PO Boxes and APO/FPO addresses.

Can I combine shipping for multiple orders?

If you place multiple orders that are being shipped to the same address, we may be able to combine shipping and refund you any savings. Please contact us to request combined shipping.

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Our Promise to You

At VELINA LORVEN, we believe that the shipping experience should be as exceptional as the products we sell. We promise to:

1. Pack with Care: Every item is professionally packaged using high-quality materials to ensure its safe arrival.

2. Ship Promptly: We process and ship most orders within 1-3 business days.

3. Communicate Clearly: You will receive tracking information and updates throughout the shipping process.

4. Protect Your Investment: We recommend and offer insurance for all shipments to protect against loss or damage.

5. Resolve Issues Fairly: If something goes wrong with your shipment, we will work with you and our carriers to find a fair resolution.

6. Be Responsive: Our customer service team is here to assist you with any shipping questions or concerns.

7. Value Your Trust: We understand that your trust is earned, and we are committed to earning it through every interaction.

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Final Thoughts

Thank you for taking the time to read our Shipping Policy. We hope this gives you confidence in shopping with VELINA LORVEN. We understand that shipping is an essential part of your shopping experience, and we have designed our policies and practices to ensure your treasures arrive safely, quickly, and with the care they deserve.

If you have any questions about our Shipping Policy, a specific order, or anything else, please do not hesitate to contact us. We are here to help, and we look forward to serving you.

Happy treasure hunting!

The VELINA LORVEN Team