SHIPPING & RETURNS

At /VELLUM., presented by The /VELLUM. Studio, we want you to know what to expect when placing an order. This Shipping & Returns Policy explains our order processing, delivery, and return procedures for purchases made at https://www.yourvellum.com.

Shipping

At /VELLUM., we carefully prepare every order to arrive in excellent condition.

  • Orders are typically processed within 5-10 business days, excluding weekends and holidays.

  • Once your order has shipped, you will receive a shipping confirmation email with tracking information.

  • Delivery timelines vary based on the shipping method selected at checkout and the destination address.

  • We currently ship INTERNATIONALLY.

  • Please make sure your shipping address is complete and accurate before submitting your order. /VELLUM. is not responsible for delays, lost packages, or delivery issues caused by an incorrect or incomplete address supplied at checkout.

  • Once a package has been accepted by the carrier, shipping delays are outside of our control. If tracking shows that a package has been delivered but you cannot locate it, please check with household members, neighbors, your local carrier office, and any secure delivery areas before contacting us.

Order Changes & Cancellations

We begin processing orders quickly to ensure timely delivery. If you need to change or cancel an order, please email hello@yourvellum.com as soon as possible.

We will do our best to accommodate requests received before fulfillment begins, but we cannot guarantee cancellations or changes once an order has been processed, packed, or shipped.

Returns

We want you to feel confident when shopping with /VELLUM.

Eligible items may be returned within 30 days of delivery for a refund, provided they are:

  • Unused and unopened

  • In their original packaging

  • In resalable condition

  • Accompanied by proof of purchase or your order number

Because skincare and personal-care products are hygiene-sensitive, we cannot accept returns or exchanges for products that have been opened, used, tested, altered, or damaged after delivery.

Non-Returnable Items

The following items are final sale and cannot be returned unless they arrive damaged, defective, or incorrect:

  • Opened or used skincare products

  • Products with broken seals or removed protective packaging

  • Gift cards

  • Sale, promotional, clearance, or final-sale items

  • Bundles, limited-edition items, or gifts with purchase, unless otherwise required by law

Damaged, Defective, or Incorrect Orders

Please inspect your order as soon as it arrives. If an item arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery at hello@yourvellum.com.

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the item, packaging, and any visible damage

If your claim is approved, we will provide instructions for a replacement, store credit, or refund, as appropriate.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to an error on our part, such as an incorrect, damaged, or defective item.

Original shipping charges are non-refundable unless your order was damaged, defective, or incorrect due to our error.

We recommend using a trackable shipping service and keeping your return-shipment receipt. /VELLUM. is not responsible for returns that are lost or damaged in transit.

Refunds

Once your return is received and inspected, we will notify you by email of the approval or denial of your refund.

If approved, your refund will be issued to the original payment method within 5–10 business days. Your bank or payment provider may require additional time to post the refund to your account.

If a returned item does not meet the conditions outlined in this policy, we may decline the refund and return the product to you at your expense.

Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please return an eligible unopened item in accordance with this policy and place a new order once your return is approved.

How to Start a Return

To request a return, email hello@yourvellum.com with the subject line “Return Request” and include:

  • Your full name

  • Order number

  • The item(s) you would like to return

  • The reason for your return

Please wait for return authorization and instructions before sending any product back. Returns sent without prior authorization may not be accepted.

Contact

For questions about this Shipping & Returns or to submit an order-related request, please contact:

The /VELLUM. Studio

Pepperell, Massachusetts, United States

Email: hello@yourvellum.com

Website: https://www.yourvellum.com