Shipping Policy

At velmoray.com, we understand that ordering our professional cosmetic brushes is an investment in your artistry and self-care. We are dedicated to ensuring your new beauty essentials and premium brushes arrive safely and efficiently. This policy outlines how we handle logistics to bring professional beauty solutions directly to your doorstep.

Our Logistics Philosophy

velmoray.com operates on a direct-to-consumer model designed for beauty enthusiasts and professionals. Instead of routing premium brushes through multiple middle-warehouses—which increases handling risks and costs—we ship directly from our specialized manufacturing and quality-control hubs.

This streamlined approach allows us to:

Ensure Product Integrity: Fewer transfer points mean less risk of damage to delicate bristles and precision handles during transit.

Maximize Value: We cut out traditional retail markups and unnecessary warehousing fees to provide you with professional-grade tools at a fair price.

Global Reach: We ship from the heart of manufacturing innovation directly to your vanity, anywhere in the world.

1. Order Processing & Verification

We treat every order with the attention it deserves. Before your beauty tools begin their journey, they undergo a rigorous preparation phase.

Standard Processing: Please allow 2–4 business days for order verification, strict quality control (to ensure all bristles and handles meet our standards), and secure packaging.

High-Volume Periods: During holidays or promotional events, processing may take up to 5 business days as we ensure every item meets our high standards.

Shipping Rates: To keep things simple, we offer Flat Rate Shipping of $5.99 on all orders, covering professional handling and secure logistics.

2. Estimated Transit Times

We coordinate with global logistics partners to bring you the best beauty equipment. We prioritize safe transport to prevent any transit damage to your items.

Note: These are estimates based on business days (Monday–Friday). Shipment typically arrives within 10-20 business days after the shipment date.

3. Tracking Your Shipment

Confirmation: You will receive an email with your tracking number as soon as the shipping label is generated.

Status Updates: Please allow 1–3 business days for the carrier’s system to update the initial scan.

In-Transit Gaps: For international shipments, tracking may show no movement for a few days while the package is in cross-border transit. This is a normal part of the global logistics process.

4. Customs, Duties & Taxes

For international shipments, orders are generally shipped DDU (Delivered Duty Unpaid) from our logistics hub.

Customer Responsibility: Any applicable import duties, VAT, or local taxes depend on your country’s regulations and are the responsibility of the recipient.

Clearance: velmoray.com is not liable for delays caused by local customs departments, though we provide all necessary documentation to expedite the process.

5. Amendments & Cancellations

Time Window: If you need to update a shipping address or cancel an order, please contact info@hkbrush.com.hk within 12 hours of purchase.

Post-Processing: Once the order has been handed over to our logistics partners, we unfortunately cannot intercept or modify the shipment.

6. Transit Protection (Damaged or Lost Items)

High-quality beauty tools require care. If something goes wrong, we will make it right.

Damaged Upon Arrival: If your item arrives with defects or transit damage, please take photos of the item AND the packaging/box. Email us at info@hkbrush.com.hk within 72 hours of delivery. We will arrange a replacement or solution immediately.

Lost Packages: If the tracking status shows no movement for an extended period and the carrier deems the package lost, we will reship your order at no additional cost.