Shipping & Returns Policy

Last Updated: May 2026

At Velsenza, we hold our craftsmanship and the unboxing experience to the highest standards. Please review our shipping and return protocols below.

1. SHIPPING & DELIVERY
 

1.1. Complimentary Shipping: We offer complimentary express shipping on all orders within Spain and the broader European Union. 

1.2. Fulfillment Timeline: As our orthopedic wedges are crafted in small batches, waitlist members will be notified via email when their specific allocation is ready for dispatch. Once dispatched, standard EU delivery takes 2 to 4 business days. 

1.3. Order Tracking: A tracking number will be provided via email the moment your package leaves our fulfillment center.

2. RETURN POLICY & THE "SEAL" REQUIREMENT 

2.1. The 14 Day Window: If you are not entirely satisfied with your purchase, you have 14 days from the date of delivery to request a return or exchange. 

2.2. Condition of Goods: To be eligible for a return, the item must be unused, unmarked, and in the exact condition you received it, including all original presentation boxes and protective covers. 

2.3. The Tamper Evident Seal (Strictly Enforced): To guarantee the pristine condition, authenticity, and hygiene of every Velsenza wedge, your product is delivered inside a protective enclosure secured with a tamper evident seal. Returns or exchanges will only be accepted if this seal remains completely intact and unbroken. If the sticker or seal is broken, altered, or removed, the purchase is considered final, and the return will be voided.

3. HOW TO INITIATE A RETURN 

3.1. To start a return, please email our concierge team at info@velsenza.com with your order number. 

3.2. If your return is authorized, we will provide you with a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

4. REFUNDS 

4.1. Once we receive and inspect your return (including verification of the unbroken seal), we will notify you of the approval or rejection of your refund. 

4.2. Approved refunds will be automatically processed to your original payment method within 5 to 7 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.

5. CONTACT For any questions regarding shipping or our return seal policy, please reach out to us at: 

Email: info@velsenza.com 

Company: Riosoldra Group SL