Privacy policy
VELARI — STORE POLICIES
SHIPPING POLICY
Processing time All orders are processed within 1–2 business days. Orders placed before 3pm (CET) Monday through Friday ship the same day. Orders placed after 3pm or on weekends ship the next business day.
Delivery times Standard shipping: 5–8 business days. Delivery times are estimates and may vary depending on your location and carrier delays. We ship from our fulfilment centre and currently deliver to over 30 countries worldwide.
Tracking Once your order has shipped you will receive a confirmation email with your tracking number. Please allow 24–48 hours for tracking information to update in the carrier's system.
Shipping costs Free standard shipping on all orders. Express shipping is available at checkout for an additional fee calculated at the time of purchase.
International orders Velari ships internationally. Please note that international orders may be subject to customs duties and import taxes depending on your country. These charges are the responsibility of the customer and are not included in your order total. We have no control over customs delays.
RETURN POLICY
Our 30-day money-back guarantee We believe in what Velari does. If your eyes don't feel noticeably better within 30 days of consistent nightly use, we will refund you completely — no questions asked, no return shipping required, no complicated process.
This is not a standard return policy. It is a guarantee that the product works for you. We stand behind it completely.
How to request a refund Email us at support@velari.website within 30 days of receiving your order. Include your order number and a brief description of your experience. We will process your refund within 3–5 business days of your email. You do not need to return the product.
Conditions The 30-day guarantee applies to the Velari Heated Eye Mask and any bundle that includes it. The guarantee period begins from the date your order is delivered, not the date it was placed. To be eligible your order must have been placed directly through velari.website.
Damaged or defective items If your order arrives damaged or defective, please email us within 7 days of receiving it with a photo of the damage. We will send a replacement at no additional cost.
Exchanges We do not currently offer direct exchanges. If you would like a different product, please request a refund for your original order and place a new one.
PRIVACY POLICY
Who we are Velari Eye Wellness operates at velari.website. References to "we," "us," and "our" refer to Velari.
What information we collect When you place an order we collect your name, email address, shipping address, phone number, and payment information. Payment details are processed securely through Shopify Payments and are never stored on our servers. We also collect browsing data through cookies and analytics tools to improve your experience on our site.
How we use your information We use your information to process and fulfil your orders, send order confirmations and shipping updates, respond to your enquiries, and send marketing communications if you have opted in to receive them. We do not sell your personal information to third parties.
Email marketing If you subscribe to our email list or opt in during checkout, you will receive occasional emails about your order, product information, and promotional offers. You can unsubscribe at any time by clicking the unsubscribe link at the bottom of any email.
Cookies Our website uses cookies to remember your preferences, analyse site traffic, and deliver relevant advertising. You can control cookie settings through your browser at any time. Disabling cookies may affect some features of the site.
Third party services We use third party services including Shopify for our store platform, Meta for advertising, and Microsoft Clarity for session recording and analytics. These services may collect data in accordance with their own privacy policies. Microsoft Clarity records anonymised session data to help us improve the user experience. Sensitive information including payment details is masked and never recorded.
Your rights You have the right to access, correct, or delete your personal data at any time. To make a request email us at support@velari.website. If you are located in the European Union you have additional rights under GDPR including the right to data portability and the right to object to processing.
Data retention We retain your order and account information for as long as necessary to fulfil your order and comply with our legal obligations.
Changes to this policy We may update this privacy policy from time to time. Any changes will be posted on this page with an updated date. Continued use of our site after changes constitutes acceptance of the updated policy.
TERMS OF SERVICE
General By using velari.website and placing an order you agree to these terms of service. These terms apply to all visitors, customers, and users of the site.
Products We reserve the right to modify or discontinue any product at any time without notice. Prices are subject to change. We are not responsible for typographical errors in pricing or product descriptions.
Orders By placing an order you represent that the information you provide is accurate and complete. We reserve the right to cancel or refuse any order at our discretion, including in cases of suspected fraud or error in pricing.
Payment We accept all major credit and debit cards, PayPal, Apple Pay, and Shop Pay. All payments are processed securely through Shopify Payments. Your payment information is encrypted and never stored on our servers.
Intellectual property All content on velari.website including text, images, logos, and branding is the property of Velari Eye Wellness and may not be reproduced or used without written permission.
Disclaimer Velari products are wellness devices and are not intended to diagnose, treat, cure, or prevent any medical condition. The information on this site is not a substitute for professional medical advice. If you have a diagnosed eye condition please consult your healthcare provider before using Velari. Results may vary between individuals.
Limitation of liability To the maximum extent permitted by law, Velari shall not be liable for any indirect, incidental, or consequential damages arising from the use of our products or website. Our total liability in any circumstance shall not exceed the amount paid for your order.
Governing law These terms are governed by the laws of France. Any disputes shall be resolved in the courts of France.
Contact For any questions regarding these terms please contact us at support@velari.website.
FREQUENTLY ASKED QUESTIONS
Is Velari safe to use every night? Yes. The Velari Restore Mask operates within a therapeutic temperature range of 40–50°C — the same range recommended by eye care specialists for warm compress therapy. It has an automatic shut-off built in and is gentle enough to fall asleep in.
How long before I feel a difference? Most women feel immediate soothing warmth from the very first use. For lasting reduction in burning and drop dependency, consistent nightly use for 7–14 days is where the real shift happens. Most customers notice they're reaching for drops significantly less within two weeks.
Can I use it with contact lenses? Remove your contact lenses before use, as you normally would before bed. The mask is designed for the end-of-day routine which makes it a natural fit for contact lens wearers who experience the most discomfort in the evening.
How is this different from eye drops? Eye drops replace moisture temporarily. Velari restores the Meibomian glands responsible for your eye's natural oil layer. Instead of masking the symptom every hour you treat the cause every night. The drops become unnecessary because the problem is actually being addressed.
How do I clean the mask? The washable cover is machine washable at 30°C. Remove the cover from the mask before washing. The mask itself should be wiped clean with a damp cloth only — do not submerge it in water.
What is your return policy? We offer a full 30-day money-back guarantee. If your eyes don't feel noticeably better, email us at support@velari.website for a complete refund. No return shipping required.
Do you ship internationally? Yes. We currently ship to over 30 countries. Free standard shipping on all orders. International customers may be subject to local customs duties which are the responsibility of the customer.
How do I track my order? You will receive a tracking number by email once your order has shipped. Allow 24–48 hours for tracking to update.
Can I change or cancel my order? Orders can be changed or cancelled within 12 hours of being placed by emailing support@velari.website. After 12 hours the order may already be in fulfilment and we cannot guarantee changes can be made.
Contact For any enquiries not covered above: support@velari.website Response time: within 4 business hours Monday through Friday.