Straight answers before you order.

We use tracked courier routes such as FedEx, UPS, DHL, 4PX, or a qualified local warehouse carrier. The final carrier depends on the product location, destination country, parcel size, and customs route.

Velleria ships to many destinations where adult products can be legally imported. We cannot ship to restricted destinations such as India, Pakistan, UAE, Thailand, or places where local law blocks these products. If your region has strict import rules, ask us before ordering.

In general, no. We do not ship where the parcel is likely to be blocked by local law. Contact us first if you are unsure about your destination.

US and EU routes are planned to reduce surprise customs costs where possible. Buyers in the UK, Canada, Switzerland, Norway, and other regulated destinations may need to handle local clearance or pay local import charges. Customs rules are set by the destination country, not by Velleria.

Ready-stock items are usually faster. US warehouse orders often arrive in 3 to 7 business days after dispatch, and EU warehouse orders often arrive in 4 to 9 business days after dispatch. Factory custom orders usually require production first, then shipping.

Factory processing usually starts within 24 hours after payment confirmation. Standard custom builds commonly take 7 to 15 business days before shipment. Air freight often takes 8 to 15 business days after dispatch. Sea freight is slower and may take about 25 to 45 days depending on route, destination, and customs handling.

Tracking starts after the warehouse or factory hands the parcel to the carrier. It may take a short time for the tracking page to show movement, especially with large parcels or cross-border handoffs.

No. Orders ship in a plain outer carton with no adult wording, product name, or Velleria branding on the outside.

The doll is secured inside protective packing and placed in a plain carton. Warehouse and factory teams pack for discretion first, then for protection during large-parcel transport.

We keep billing details neutral where the payment provider supports it. If you want to check the wording before ordering, contact us first.

Yes. For a private or custom order, ask first. We can review material, warehouse market, delivery country, timing, and options before you pay.

Yes. US and EU warehouse products are already built. We still confirm the exact unit, warehouse count, address, payment, packing readiness, and carrier handoff before tracking starts.

The usual flow is order review, warehouse stock confirmation, outbound QC, discreet packing, carrier pickup, tracking update, and final delivery. Most ready-stock orders are confirmed within 1 business day.

Yes. Warehouse inventory is limited and market-specific. A US listing and an EU listing can have different stock levels, so we track them separately.

Large parcels need careful packing, address review, carrier scheduling, and sometimes delivery appointment handling. Ready stock is faster than custom production, but it is not the same as same-day small-parcel shipping.

Velleria products use premium silicone, TPE, or hybrid builds depending on the model. Silicone is firmer with crisp detail and easier surface care. TPE is softer and more flexible, but it needs more careful cleaning and storage.

They are built for a realistic look and feel, including lifelike proportions, skin texture, facial detail, and body shaping. Check each product page for the exact model, material, height, and options.

The materials are selected for adult product use and should be cleaned before and after contact. If you have sensitive skin, allergies, or a medical concern, ask us first and use appropriate personal judgment.

Do not use the product. Photograph the area, keep the packaging, and contact us for review. Arrival issues are much easier to resolve before first use.

Silicone is best for crisp detail and easier care. TPE is usually softer and more flexible. Hybrid builds balance silicone facial detail with a softer body feel.

The body surface can be cleaned with water, but we do not recommend soaking the doll or treating powered upgrades as waterproof. Keep electronics, heating, voice, and motorized features away from direct soaking, and dry all areas thoroughly.

Use gentle, controlled warming methods only. Avoid open flame, high heat, boiling water, direct heaters, or anything that can damage skin, seams, makeup, or powered features. Heating blankets or warm-room methods are safer than aggressive heat.

Use mild soap and clean water before and after use. Internal areas should be rinsed with the correct tool and left to dry fully before storage.

Store it flat or properly supported, away from direct sun, pressure marks, dark fabrics, and sharp objects. Keep limbs relaxed and separated.

Do not drag the doll, force joints against their natural range, bend fingers or toes roughly, bite the material, or place heavy weight on small areas. Slow handling protects the skin and internal structure.

Yes. TPE is softer and more porous, so drying, powdering, and storage matter more. Silicone is easier to maintain, but both materials need gentle cleaning and careful storage.

No. Avoid alcohol, harsh solvents, abrasive cleaners, strong fragrance products, and unknown oils. Use material-safe cleaning products and test carefully if you are unsure.

Available payment methods are shown at checkout and may vary by region or payment provider. Major card options are commonly available. If a payment route fails, contact us and we will check the available options.

Ask as soon as possible. Changes are easiest before warehouse release or factory production begins. If processing has started, a 20% cancellation fee may apply. If the doll has already been completed, the fee may rise to 50%. Once the order has shipped, it cannot be cancelled.

Used or opened intimate products cannot be returned. Returns are limited because of hygiene, customization, and product condition rules. If the product arrives with a non-user-caused defect or shipping damage, contact us within 14 days for review. If a return is approved for an unused item, a 50% restocking and handling fee may apply. Damage or wrong-item claims must be supported with photos or video.

Refunds are reviewed for damaged, incorrect, or clearly defective items. We need evidence before the product is used: photos or video of the parcel, packaging, labels, and issue. Please notify us within 24 hours when possible, and no later than 48 hours for carrier or arrival damage review. Buyer preference changes after delivery are not handled the same way as defects.

Inspect the parcel as soon as it arrives. If there is damage, keep the packaging, take clear photos and video, and contact us within 24 hours when possible. For formal carrier or factory review, contact must be made within 48 hours. Do not use the product before the issue is reviewed.

Yes. Common options include skin tone, eye color, wig, head and body pairing, makeup direction, and selected factory upgrades. Not every request is possible, so custom details should be confirmed before checkout.

Available functions vary by model. Options may include oral, vaginal, and anal functional areas, heating, voice or sound, movable jaw, implanted hair, standing structure, or other factory upgrades. We confirm compatibility before production.

Yes. Functional areas and upgrades vary by body, head, mouth structure, and selected options. Check the product page or ask us before ordering.

Often, yes. Special options can add factory time, especially if a part must be scheduled, sourced, or checked more carefully during QC.

Usually only limited changes are possible, because warehouse items are already built. If customization matters more than speed, a factory custom order is usually the cleaner route.

Eligible orders include 12-month manufacturer-defect support. If there is a significant manufacturing defect, wrong specification, or shipping damage, we will review the order and help with the right next step. That may include repair guidance, replacement support, a part solution, or another agreed remedy.

Warranty does not cover normal wear, small handmade finish differences, minor skin marks, loose nails or eyelashes, user-caused damage, forced joints, harsh cleaners, heat damage, poor storage, or damage after use.

Inspect the outer carton, inner packing, accessories, and product before use. If something is wrong, take clear photos or video immediately. Arrival damage should be reported within 24 hours when possible, and no later than 48 hours for review. Defect concerns should be raised within the stated return or warranty review window.

No. Once an intimate product has been used, it cannot be returned. Report arrival problems before use so the issue can be reviewed properly.

If factory or Velleria QC finds a problem before shipment, we will tell you what is being corrected and update the timeline. If the delay is caused by rework within our control, we may offer a $200 credit on the current order where possible, or 20% off a future Velleria order. Carrier delays, customs review, incorrect address details, weather, and buyer-side clearance are not part of that compensation.