Shipping policy

This Shipping Policy governs the handling, transport and delivery conditions for orders placed through Velclare.

Velclare sells premium bottles, spirits, champagne, wines and other selected references that require careful preparation, protected packaging and traceability during transport.

Velclare ships to Spain and European Union countries.

We currently do not ship to the United States, Canada, Latin America, Asia, Africa, Oceania, the United Kingdom, Switzerland, Norway or any other destinations outside the European Union.

Final shipping availability will be confirmed during checkout, depending on the destination country, address entered, logistics availability and any restrictions applicable to the product.

Orders are processed within 0 to 1 business days from purchase confirmation.

This means that some orders may be prepared and handed to the carrier on the same day, provided they are placed before the operational cut-off time and logistics availability exists. Other orders may require up to 1 business day for preparation.

The operational cut-off time for order processing is 13:00, Madrid, Spain time.

Orders placed after that time may start processing on the next business day.

Once the order has been prepared and handed to the logistics operator, the estimated transit time is 1 to 3 business days.

Transit time may vary depending on the destination country, postal code, logistics operator, route availability, periods of high demand, local holidays or incidents outside Velclare's control.

The total estimated delivery time is 1 to 4 business days.

This estimate is calculated as follows:

• Order handling: 0-1 business days.
• Transit: 1-3 business days.
• Total estimated delivery: 1-4 business days.

The stated times are estimates and may be affected by external circumstances, such as transport incidents, holidays, force majeure, operational restrictions or specific controls applicable to the shipment of alcoholic beverages.

Shipping costs are €0 for orders delivered to Spain and European Union countries.

Velclare does not apply additional shipping charges within the available shipping areas.

If an area, country or address is not eligible for shipping, the system may prevent checkout from being completed or Velclare may contact the customer to review the situation.

Velclare prepares every order with protected packaging adapted to the nature of the product.

Because many products are glass bottles, premium references or high-value items, special attention is paid to protection against impacts, handling and movement during transport.

Where the logistics operator allows it, the customer will receive order tracking information by email, SMS or the contact channel provided during purchase.

Tracking may take a few hours to become active after the order has been prepared or collected by the carrier.

The customer must provide a complete, correct and accessible delivery address.

Velclare will not be responsible for delays or incidents arising from incomplete or incorrect data provided by the customer, absence of the recipient, inability to access the address, unjustified refusal of the order or failure to comply with receipt requirements.

In certain cases, the logistics operator may make new delivery attempts, leave the order at a collection point or return it to origin, according to its own operating conditions.

If the order arrives damaged, tampered with, incomplete or with visible signs of breakage, the customer should contact Velclare as soon as possible.

To manage the incident correctly, the customer may be asked to provide:

• Order number.
• Photographs of the outer packaging.
• Photographs of the inner packaging.
• Photographs of the product received.
• Description of the incident.
• Contact details used for the purchase.

The customer should not discard the packaging or product until Velclare or the logistics operator has been able to review the incident.

Velclare sells alcoholic beverages and products subject to legal, tax, customs or logistics restrictions depending on the destination country.

For this reason, some products may not be available for certain destinations, even within the European Union.

Velclare may cancel, block or review an order where legal, tax, customs, logistics or transport restrictions prevent delivery from being completed correctly.

Velclare does not ship to countries or territories outside the European Union.

If an address, country or territory is outside the European Union, the system may prevent checkout from being completed or Velclare may cancel the order and contact the customer to explain the situation.

Velclare works to meet estimated delivery times, but these may be affected by external causes, including logistics operator incidents, holidays, high demand, weather conditions, transport restrictions or force majeure circumstances.

In the event of a significant delay, Velclare may contact the customer to provide information about the order status and possible alternatives.

If the order cannot be delivered for reasons attributable to the customer, such as an incorrect address, repeated absence, refusal of delivery or lack of response to the logistics operator, the order may be returned to origin.

In such cases, Velclare may deduct the logistics costs incurred from the refund, provided this is legally applicable and the customer has been correctly informed.

This Shipping Policy governs the handling, transport and delivery of the order.

The conditions for returning a product, exercising the right of withdrawal or requesting a refund are governed by Velclare's Returns Policy.

For any question related to the shipping of an order, the customer may contact Velclare through:

Email: concierge@velclare.com
Phone: +34 640 60 38 77

Whenever possible, the customer should include the order number and the email address used for the purchase.