1. Shipping Destinations
dimiyo provides international delivery to destinations available for selection during checkout.
Delivery availability may depend on:
- Product type;
- Destination country;
- Carrier coverage;
- Customs restrictions;
- Legal requirements;
- Package size; and
- Operational capacity.
We may be unable to deliver to certain remote areas, restricted territories, hotels, military addresses, freight-forwarding addresses, or post-office boxes.
2. Order Processing
Unless a product page states otherwise, standard orders are generally processed within 3–7 business days after payment confirmation.
Products requiring custom production, special sourcing, or additional preparation may require 10–20 business days before dispatch.
Processing begins after:
- Payment has been confirmed;
- Fraud and security checks have been completed;
- Product availability has been confirmed; and
- Required size, color, or customization information has been received.
Business days exclude Saturdays, Sundays, and public holidays applicable to the relevant fulfillment location.
3. Estimated Delivery Time
After dispatch, international delivery generally takes approximately 7–20 business days.
Delivery to remote destinations may require additional time.
The estimate displayed on the product page, at checkout, or in the order confirmation will take priority where it differs from this general estimate.
Processing time and shipping time are separate.
4. Delivery Estimates
Delivery dates are estimates unless we expressly confirm a guaranteed delivery service in writing.
Delivery may be affected by:
- Customs inspection;
- Carrier congestion;
- Public holidays;
- Severe weather;
- Incorrect addresses;
- Recipient unavailability;
- Security inspections;
- Transportation disruption;
- Government restrictions; or
- Other circumstances outside our reasonable control.
5. Orders for Special Events
Customers purchasing for weddings, graduations, ceremonies, parties, holidays, performances, or other fixed-date events should order well in advance.
An event date entered in an order note is provided for reference only and does not create a guaranteed delivery commitment.
dimiyo is not responsible for indirect expenses relating to an event, travel, venue, tailoring appointment, replacement clothing, or photography arising from a delivery delay.
6. Shipping Charges
Shipping charges are displayed during checkout before payment.
Charges may depend on:
- Destination;
- Package weight;
- Package size;
- Delivery service;
- Order value; and
- Promotional eligibility.
Free-shipping promotions may be limited by destination, product, or minimum order value.
7. Customs Duties and Import Taxes
International orders may be subject to:
- Customs duties;
- Import taxes;
- Value-added taxes;
- Sales taxes;
- Brokerage fees;
- Handling fees; and
- Other destination-country charges.
Unless checkout expressly states that such charges are included, they are the responsibility of the recipient.
dimiyo does not control charges imposed by customs authorities and cannot predict their amount.
Customers are responsible for providing any identification, tax information, proof of purchase, or other documentation requested by customs or the carrier.
8. Tracking Information
Where tracking is available, tracking information will be provided after dispatch.
Tracking may require several business days to update after a shipping label is created.
Customers are responsible for monitoring tracking and responding promptly to:
- Delivery attempts;
- Customs requests;
- Carrier communications; and
- Collection notices.
9. Address Accuracy
Customers must provide a complete and accurate delivery address.
We are not responsible for delay, loss, or additional costs caused by:
- Incorrect street information;
- Missing apartment or unit numbers;
- Incorrect postal codes;
- Incorrect recipient names;
- Incorrect telephone numbers; or
- An address that cannot accept delivery.
Contact Support@velpnore.com immediately if an address needs to be changed.
Address changes cannot be guaranteed after processing or dispatch begins.
10. Delivery Attempts
The carrier may require:
- A signature;
- Identification;
- Payment of customs charges;
- Collection from a local facility; or
- Rearrangement of delivery.
The customer is responsible for following the carrier’s instructions within the required period.
11. Delivered Packages
If tracking shows that a package was delivered but the customer cannot locate it, the customer should:
- Check the delivery location;
- Ask household members;
- Ask neighbors;
- Contact building management;
- Check with reception or security; and
- Contact the local carrier.
Contact Support@velpnore.com if the package remains missing.
We may request a written non-receipt declaration or other reasonable evidence before completing a carrier investigation.
12. Lost Packages
If tracking does not update for an unusual period or a parcel appears lost, contact customer service.
We may open an investigation with the carrier before offering a refund or replacement.
Carrier investigations may require several business days or longer depending on the destination.
13. Damaged Packages
If a package arrives visibly damaged:
- Photograph the package before opening;
- Retain all packaging;
- Photograph the shipping label;
- Photograph the complete product; and
- Contact Support@velpnore.com within 48 hours.
Do not discard the product or packaging before the claim has been reviewed.
14. Refused, Unclaimed, or Undeliverable Packages
A customer may be responsible for additional costs where a parcel is:
- Refused;
- Unclaimed;
- Returned because of an incorrect address;
- Returned because the recipient was unavailable; or
- Returned because customs charges were unpaid.
An approved refund may be reduced by:
- Original shipping charges;
- Return shipping charges;
- Customs fees;
- Carrier handling charges; and
- Other recovery costs.
15. Split Shipments
Products from the same order may be shipped separately because of:
- Stock location;
- Product availability;
- Package size;
- Production time; or
- Logistics arrangements.
Separate tracking numbers may be provided.
16. Risk and Responsibility
Risk of loss passes according to the selected delivery arrangement and applicable law.
Where mandatory consumer law provides a different rule, that legal requirement will apply.
17. Shipping Contact
For shipping assistance, email:
Please include:
Description of the issue.
Order number;
Customer name;
Delivery address;
Tracking number;
Description of the issue.
