DELIVERY / RETURN

Delivery & Return Policy

Last updated: 01.06.2025

1. Order Confirmation & Shipment

Once your order has been confirmed, Velaya prepares and dispatches your items using the shipping method you selected at checkout. This may include:

• Standard delivery via our regional logistics partners
• Express delivery where available
• We dispatch from our operational centers in Morocco, and ship both domestically and internationally, including to the European Union, the Gulf region, and other destinations.

2. Estimated Delivery Times

The estimated shipping and delivery timeframe begins the day after your order is confirmed. This timeframe is indicative only and not legally binding.

Should an unusual delay occur (e.g. customs hold, weather disruption, stock issue), you will be informed by email.

Upon dispatch, you will receive a tracking number by email to follow the progress of your delivery.

Please note:

• Delivery delays do not entitle the customer to compensation, unless required by mandatory consumer protection laws (such as under EU Directive 2011/83/EU and Moroccan consumer law).

• Velaya does not guarantee delivery on specific dates unless explicitly agreed in writing.

3. Item Unavailability or Stock Issues

If an item becomes unavailable after order confirmation (due to inventory mismatch, transport damage, etc.), you will be informed promptly via email.

• The unavailable item will be canceled and fully refunded

• Remaining items in your order will be processed and shipped as normal

• Multiple separate orders cannot be combined after confirmation

4. Delivery Regions & International Customs

We ship to:

• Morocco (local delivery with regional partners)

• European Union & UK

• GCC countries (e.g. UAE, Saudi Arabia, Qatar)

• Other international destinations on request

Customs & Import Duties:

• Orders delivered outside Morocco may be subject to customs duties or taxes based on the destination country’s import laws.

• These charges, if applicable, are the responsibility of the customer.

• Velaya is not liable for customs delays or additional local clearance procedures.

5. Right of Return & Refund (Morocco + International)

You may return any unused item within 7 calendar days of delivery, provided the item is:

• In original condition, unopened, and unused

• Returned with proof of purchase

Return Procedure:

• Contact us at support@velaya.ma within 7 days

• Provide your order number and reason for return

• We will send you return instructions

• Return shipping costs are the responsibility of the customer (except in the case of damaged or incorrect products)

Refund Timing:

Refunds are processed within 14 days of receiving the returned item(s), using the original method of payment.

Local In-Store Returns (Morocco)

If you are located in Morocco, you may also return your product to one of our official Velaya partner stores or branches, subject to the same conditions above.

Compliance & Consumer Protection

• For EU customers: Returns, cancellation rights, and data protection are governed by the EU Consumer Rights Directive and GDPR.

• For Moroccan customers: Rights are based on Loi n° 31-08 relative à la protection du consommateur and local commercial law.

• For international clients: We follow best practices in accordance with applicable international e-commerce laws and customs conventions.

Need Help?
If you have questions or would like assistance with your return, contact our customer care team at:
support@velaya.ma