Frequently Asked Questions

We collect information that identifies or can be reasonably linked to you. Depending on how you interact with our Services, this may include:

• Contact details such as your name, address, phone number, and email address.
• Financial information, including payment card details and transaction history.
• Account information, like your username, password, and preferences.
• Transaction information, including items viewed, purchased, or added to your cart.
• Communications you send to us, such as customer support inquiries.
• Device and usage information, including your IP address, browser details, and how you navigate the Services.

We use your personal information for several purposes:

• To provide, tailor, and improve our Services, including fulfilling orders and processing payments.
• For marketing and advertising purposes, such as sending promotional emails or showing targeted online advertisements.
• To ensure security, prevent fraud, and authenticate your account.
• To communicate with you and provide customer support.
• To comply with applicable laws, respond to legal processes, and enforce our terms.

We may disclose your information to certain third parties, including:

• Shopify, vendors, and other service providers who help us operate (e.g., payment processing, shipping, and data analytics).
• Business and marketing partners to provide targeted advertising.
• Our corporate affiliates.
• Third parties when you direct us to do so, or in the event of a business transaction (like a merger) or to comply with legal obligations.

Our store is hosted by Shopify, which collects and processes your personal information to provide and improve the Services. Information you submit is shared with Shopify, and they may use it along with data from other merchants to provide enhanced features. Shopify is responsible for processing this information and responding to your privacy requests related to these features.

While we take steps to protect your data, no security measures are perfect, and we cannot guarantee "perfect security". We recommend that you do not send sensitive information through unsecure channels. We retain your personal information only as long as needed to maintain your account, provide Services, comply with legal obligations, or resolve disputes.

Depending on where you live, you may have the right to:

• Request access to the personal information we hold about you.
• Request that we delete or correct your inaccurate personal information.
• Receive a copy of your information to transfer to a third party (Right of Portability).
• Opt out of the "sale" or "sharing" of your data for targeted advertising.
• If you reside in the UK or European Economic Area, you may also have the right to object to processing, restrict processing, or withdraw your consent.
  We will not discriminate against you for exercising any of these rights.

If you have questions about our privacy practices, wish to exercise your rights, or want to file a complaint, you can contact us via email at support@velamaren.com or by mail at 310 Cornell Dr Ste B4 Wilmington, DE 19801, US.

To ensure a global reach for our curated collections, all orders are handled and dispatched from our primary fulfillment centers located in either the United States or Dubai.

We process orders with meticulous care from Monday through Friday. Please allow 2 to 5 business days for your order to be processed from the date of purchase. Once processing is complete, your selection will be shipped on the following business day. We appreciate your patience during holidays and peak sale seasons, as processing may require additional time. Please note that we do not ship on weekends.

Depending on the warehouse origin of your items, we offer several tiers of delivery for our US-based clients:

• From our USA Warehouse:Standard Shipping: $14.99 (Complimentary on orders over $150), with delivery in 3 to 5 business days.Express Shipping: $22.99, with delivery in 3 business days.1-Day Air Shipping: $44.99, with delivery in 1 business day.
• From our Dubai Warehouse:Standard Shipping: $19.99 (Complimentary on orders over $199), with delivery in 3 to 5 business days.Express Shipping: $69.99, with delivery in 3 business days.

For our international clientele, please allow for a transit window of 10 to 30 business days following our standard 3 to 5-day processing period. Delivery times vary based on the final destination and local logistics.

The prices displayed on our site are tax-free and listed in US Dollars. As such, you may be liable to pay import taxes, duties, and related customs fees once your order arrives at its final destination. These charges are determined and collected by your local customs office. Please be aware that the payment of these charges is the sole responsibility of the customer and is not covered by Vela Maren. Additionally, we are not responsible for delivery delays resulting from customs clearance procedures in your country.

Once you place an order, please allow 3 to 5 business days for processing. Following this period, domestic shipments within the United States generally arrive within 3 to 5 business days.

To maintain our delivery timelines, we begin processing orders almost immediately. If you need to update your address, please contact us within one hour of placing your order. Once a tracking number has been generated, we are unable to redirect the parcel.

Vela Maren is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. We recommend shipping to a secure location or an address where someone is available to receive the delivery.

The wishlist allows you to curate a personal selection of fragrances or products you are interested in for future consideration. By adding items to your wishlist, we can remember your preferences and provide a more customized shopping experience, including tailored recommendations based on your interests.

The Vela Circle is our exclusive rewards program. When credits are ready for usage, you will see a notification in your account or the announcement bar. These credits can be applied toward your transactions for Services provided by Vela Maren. Please note that you are responsible for keeping your account credentials and access details safe to protect your earned credits.

To maintain the integrity of our curated offers, we do not allow "double discounting." Only one promotional code, marketing offer, or credit selection can be applied per transaction. This ensures that each promotion is used as intended within our Terms of Service.

Yes. We collect and process personal information, such as billing addresses and payment details, solely to perform our contract with you and provide the Services. We use this data to process purchases, prevent fraudulent activity, and secure our services. For more details, you may review our full Privacy Policy regarding how we disclose information to service providers like Shopify.

We provide a secure payment and shopping experience. We accept a variety of financial accounts and payment forms, including:

• Major credit cards.
• Debit cards.
• Apple Pay, Google Pay, and PayPal.
• Financial account numbers and other payment card information processed securely through Shopify.

As a house dedicated to rare fragrances and obsessive curation, we guarantee the absolute authenticity of every item in our collection.

We maintain direct relationships with niche houses and authorized distributors to ensure the integrity of our Services.

We treat fragrance as an art form, selecting only those that meet our strict criteria for craftsmanship and emotional resonance.

Our curation process is human-led, focusing on raw materials and the story behind each bottle.

We process returns, exchanges, and cancellations as part of our standard contract with you.

To maintain the hygiene and integrity of our rare scents, items must be returned in their original, unopened packaging.

Please contact support@velamaren.com within our designated timeframe to initiate a return.

Once we receive and inspect your return, we process the transaction details through our secure Shopify-powered system.

Refunds are generally issued to the original form of payment used during the transaction.

We recommend exploring our curated discovery sets to experience how a scent develops on your skin before purchasing a full-size bottle.

This ensures your chosen fragrance perfectly aligns with your personal preferences and settings.

We use your personal information to authenticate your account and provide a secure payment and shopping experience.

Our platform, powered by Shopify, detects and investigates potential fraudulent or malicious activity to protect our community.

Yes, to provide efficient global service, we dispatch orders from our specialized warehouses in either the USA or Dubai.

Processing usually occurs within 2 to 5 business days, followed by transit times that vary by destination.

For inquiries regarding your account, orders, or privacy rights, you may reach us at support@velamaren.com or by phone: +1 (945)-361-7568.

Physical correspondence can be directed to our office at 310 Cornell Dr Ste B4, Wilmington, DE 19801, US.