Shipping Policy

The Short Version

Your parcel is packed and handed to the courier within 24 to 48 hours. Delivery is estimated within 2–5 calendar days from order placement, including dispatch. The dispatch period is part of this window, not added to it. You can pay cash on delivery or online, and you never need an account.

The exact total, including delivery, is always shown at checkout before you pay. There are no charges added afterwards. You can order up to 5 tubes at a time.

Where We Deliver

We currently deliver to addresses across Pakistan, including all major cities, towns and most rural areas that our courier partners reach. We do not deliver outside Pakistan yet, and we cannot deliver to PO boxes or to addresses that a courier cannot locate.

Please give us a full address with a house or shop number, street, area, city and a nearby landmark if you can. A mobile number that is switched on matters even more than the address, because couriers call before they arrive.

Dispatch and Delivery Times

The delivery estimate counts calendar days, including Sundays and public holidays, from when you place your order. We process orders Monday to Saturday, excluding public holidays; orders placed while we are closed are processed on the next working day. Delivery times are our best estimate, not a guarantee, because couriers, weather, strikes, road closures and festivals such as Eid can slow things down. If your parcel is late, we chase the courier for you.

We may confirm cash on delivery orders by WhatsApp or a short phone call before dispatch. If we cannot reach you, the order may be held until we can.

Tracking Your Parcel

Once your parcel is dispatched we send you the courier name and tracking number by message. You can also use the Track an Order page on our site with your order number and mobile number, no account needed.

If tracking does not move for three working days, message us on WhatsApp (+92 316 4506806 (opens in a new tab)) or by email (hello.velnaura@gmail.com) and we will find out where it is.

Receiving Your Parcel

• The courier calls before delivery. Please keep your phone with you.
• Check that the outer packaging is intact before you pay or sign.
• If it is visibly torn, opened or leaking, you can refuse it. Take a photo first and send it to us.
• If you are not available, someone you trust can accept it and pay on your behalf.

The courier will usually make two or three delivery attempts. If they cannot reach you, the parcel returns to us. We will contact you to arrange another delivery, which may carry the delivery charge again. Risk of loss passes to you when the parcel is handed over at the address you gave us.

Late, Lost or Damaged Parcels

If your parcel is lost in transit, we send a replacement or refund you in full. If it arrives damaged, report it within 24 hours as described in our Returns & Refunds policy and we will put it right.

If we entered the address incorrectly from your order, we pay for the redelivery. If the address or phone number you gave us was incomplete or wrong, redelivery may carry a charge.

Changing an Address

Message us as soon as you notice a mistake. We can change the address until the parcel is handed to the courier. After that we will ask the courier to update it, but we cannot promise they will be able to.

Taxes and Packaging

Prices shown include applicable taxes. We pack every order in plain, protective packaging that does not show what is inside.

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