Ordering, Shipping & Support FAQ
Is every product shown on the site physically in stock?
No. Ready-stock products are limited units held in a tracked US or EU fulfillment location. Factory standard and made-to-order products remain available because they are sourced or produced after purchase; they are not ready to ship. The fulfillment route should be clear on the product page.
Where does ready stock ship from?
US ready stock is fulfilled from our US network in Ontario, California. EU ready stock ships from our warehouse network in Poland, Spain, or Germany, with delivery available across Europe. The exact unit and physical warehouse are confirmed before warehouse release.
Can EU ready stock ship outside the EU?
Yes, where the carrier and destination rules allow. The UK, Switzerland, Norway, and other non-EU European destinations may require buyer-side customs clearance and local duties or taxes. Remote areas and islands may need a different service or may be unavailable. Europe-wide delivery coverage does not move stock between physical warehouse locations.
How long does ready-stock delivery take?
Allow about 1–2 business days for stock confirmation, outbound inspection, address review, and packing. After carrier acceptance, estimated transit is about 3–7 business days for many contiguous-US addresses and about 3–10 business days for many EU addresses. Non-EU European routes, islands, and cross-border handoffs may take longer. These are estimates, not guaranteed arrival dates.
How long does a factory or custom order take?
It depends on the product, selected options, supplier capacity, quality-control results, destination, and shipping route. The product page or written confirmation will give the applicable estimate. Production time and transit time are shown separately whenever possible.
Is shipping free?
Only when the product page, cart, checkout, or written quote expressly says shipping is included. Otherwise, the applicable shipping charge is shown at checkout or confirmed before fulfillment.
Will the parcel show what is inside?
The outer carton is plain and does not show product imagery or adult-product wording. It still carries the shipping, customs, security, and legal information required by the carrier and destination authorities.
What will appear on my bank statement?
The payment provider controls the final descriptor, which may show Velleria, a legal business name, or the processor. Contact us before paying if this matters to you. We do not guarantee an exact descriptor.
Can I return an unopened standard product?
Request authorization within 30 days of delivery. The product must remain unused, complete, in original packaging, and unopened where a hygiene seal is supplied. Return shipping and a disclosed up-to-10% handling/restocking deduction may apply where lawful.
Can I return a custom or opened intimate product?
Made-to-order or clearly personalized goods and opened or used intimate goods are not eligible for voluntary change-of-mind returns to the fullest extent permitted by law. Verified defects, wrong items, arrival damage, wrong confirmed specifications, and non-excludable consumer rights remain reviewable.
What commercial warranty applies?
Warranty terms vary by product, component, supplier, and written order confirmation, so we do not advertise one blanket period for the entire catalog. Ask us to confirm the written product-specific term before purchase if it is not already shown. Arrival damage, wrong confirmed specifications, and verified defects remain reviewable, and commercial terms do not replace any statutory guarantee or other non-excludable right.
Is Velleria an official or authorized AIBEI partner?
Velleria sells selected AIBEI and AIBEI LUXE products sourced through supplier and factory channels. We publish an authorization or certification claim only when current written evidence supports that exact wording. Ask us before ordering if model-specific sourcing documentation is important to you.
Do you offer 24/7 support?
We provide private pre-order and post-order support through the published contact channels, but we do not promise unstaffed round-the-clock service. Some questions require warehouse, carrier, supplier, or factory confirmation.
How do I get help?
Use the contact page. Include the product link and destination before ordering, or the order number and photos or video for an existing-order issue.