Shipping policy

Shipping Policy

Last updated: November 1, 2026

At Vero Nero Atelier, we want every order to arrive safely and smoothly. We work with fulfillment and shipping partners to prepare and deliver your purchases as efficiently as possible.

This policy explains how orders are processed, shipped, tracked, and handled if something unexpected happens during delivery.

1. Order Processing

Orders are generally processed within 1–3 business days after payment has been successfully received.

Business days are Monday through Friday, excluding public holidays.

During periods of high order volume, holidays, promotional events, or unexpected fulfillment delays, processing may take longer. If a significant delay affects your order, we will make reasonable efforts to notify you.

Please note that order processing time is separate from shipping and delivery time.

2. Shipping and Delivery Estimates

Delivery estimates depend on your shipping destination, the shipping method available, fulfillment location, and carrier.

Estimated delivery timeframes will be displayed at checkout when available or communicated through the applicable product or shipping information.

Delivery estimates are not guaranteed arrival dates. Carrier delays, customs inspections, weather conditions, transportation disruptions, and other circumstances outside our reasonable control may affect delivery.

We aim to provide accurate expectations and will assist customers when an order experiences an unexpected delay.

3. Shipping Confirmation and Tracking

Once your order has been fulfilled and tracking information becomes available, a shipping confirmation email will be sent to the email address provided at checkout.

Tracking information may take a few business days to become active or display updated movement.

Some shipments may have limited tracking updates while moving between fulfillment facilities or international shipping locations.

If your tracking information has not updated for an extended period, please contact us with your order number so we can investigate.

4. Shipping Destinations

Vero Nero Atelier ships to destinations where our available fulfillment and shipping partners can provide service.

Available destinations and shipping options may vary by product and location. If a destination cannot be serviced, we may need to cancel and refund the affected order.

International shipping availability is subject to carrier restrictions, customs requirements, and local import regulations.

5. Shipping Costs

Available shipping methods and applicable shipping charges will be displayed at checkout before payment is completed.

Shipping costs may vary depending on destination, order contents, package dimensions, and available carrier services.

Any shipping promotions or free-shipping offers will be subject to the terms displayed at the time of purchase.

Customers will not be charged additional shipping fees after checkout unless they expressly agree to an additional charge or applicable law permits it.

6. Multiple Shipments

Some orders may arrive in separate packages.

This can happen when products are fulfilled from different facilities or shipping locations. If your order contains multiple items, they may not all ship or arrive at the same time.

Separate tracking numbers may be provided when available. You do not need to assume an order is incomplete simply because items arrive separately.

If an item appears to be missing after the expected delivery timeframe, please contact us.

7. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing accurate and complete shipping information at checkout, including apartment, unit, postal code, and other necessary details.

If you notice an address error, contact us immediately.

We will make reasonable efforts to correct the address if the order has not yet entered fulfillment or shipment. However, changes cannot be guaranteed once an order has been processed or dispatched.

If a package is returned because of an incorrect or incomplete address, we will contact the customer to discuss available options.

Additional shipping charges may apply if a reshipment is necessary due to information incorrectly provided at checkout, where permitted by law and agreed upon before the additional charge is made.

8. Delayed Shipments

Although we work with our fulfillment and shipping partners to deliver orders within the stated estimates, delays can sometimes occur.

Possible causes include:

• Carrier backlogs or operational disruptions.
• Severe weather or natural disasters.
• Customs inspections or clearance delays.
• Public holidays and peak shopping periods.
• Transportation interruptions.
• Incorrect or incomplete delivery information.

If your order is delayed beyond the expected timeframe, contact us with your order number.

We will review the available tracking information and make reasonable efforts to assist with an investigation.

Where required by applicable law, customers will be offered the appropriate cancellation and refund options for orders that are not shipped or delivered within the legally required timeframe.

9. Lost, Stolen, or Missing Packages

If tracking indicates that a package has been delivered but you cannot locate it, we recommend checking:

• Your mailbox, porch, or other delivery areas.
• With household members or neighbors.
• With your local delivery facility or carrier.

Please also contact us so we can review the tracking information and help determine the next steps.

If a package appears to have been lost in transit, we will work with the relevant shipping or fulfillment partner to investigate.

Each situation will be reviewed individually. Appropriate resolutions will be provided in accordance with the circumstances and applicable consumer protection laws.

A tracking status marked as delivered does not automatically eliminate any rights you may have under applicable law.

10. Damaged or Incorrect Deliveries

We want your order to arrive in the condition you expected.

If your package arrives damaged, or you receive an incorrect item, please contact us as soon as reasonably possible.

Include:

• Your order number.
• A description of the issue.
• Clear photographs of the package and affected item, if available.

We will review the issue and work toward an appropriate resolution, which may include a replacement, refund, or another remedy depending on the circumstances and applicable law.

Please keep the item and its packaging until we provide further instructions. We will not require you to pay return shipping for a verified fulfillment error where a return is necessary.

11. Customs, Duties, and Import Taxes

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or standard shipping charge.

Customers are responsible for applicable import charges where permitted by law and under the shipping terms presented at checkout.

Customs authorities may also inspect or temporarily hold packages, which can extend delivery times.

Vero Nero Atelier cannot control the decisions or processing times of customs authorities.

12. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible after placing it.

We will make reasonable efforts to accommodate requests before an order enters fulfillment or shipment.

Once an order has been processed or dispatched, changes or cancellations may no longer be possible. In that situation, the applicable return policy may apply after delivery.

Nothing in this section limits cancellation or refund rights that apply under consumer protection laws.

13. Shipping Restrictions and Unsuccessful Deliveries

Some products or destinations may be subject to carrier restrictions, customs limitations, or fulfillment availability.

If we discover that an order cannot reasonably be shipped to the destination provided, we will contact the customer and arrange an appropriate resolution, including a refund where required.

If a package cannot be delivered and is returned to the fulfillment or shipping facility, we will review the circumstances and contact the customer about available options.

14. Circumstances Outside Our Control

Vero Nero Atelier is not responsible for delays caused by circumstances genuinely outside our reasonable control, including severe weather, natural disasters, carrier disruptions, customs inspections, government actions, and other unexpected transportation interruptions.

However, these circumstances do not remove any obligations or consumer rights imposed on us by applicable law.

We will make reasonable efforts to communicate significant disruptions and assist affected customers.

15. Contact Information

If you have questions about shipping, tracking, delivery, or an order issue, please contact our customer support team.

Vero Nero Atelier
Customer Support: [support@veroneroatelier.com]

Please include your order number so we can locate your purchase and assist you more efficiently.

Thank you for shopping with Vero Nero Atelier. We appreciate your trust and are committed to making your shopping experience as smooth and reliable as possible.