Shipping policy
Effective Date: January 1, 2026
Eoela is owned and operated by Veliora Group LLC.
At Eoela, we are committed to delivering our jewelry and fashion accessories safely, efficiently, and reliably to customers worldwide.
Shipping Origin
Orders are processed and shipped from our international fulfillment center in China.
We work with international logistics providers and local delivery partners to provide reliable worldwide delivery.
Please note that our fulfillment center is used solely for order processing and shipping. It is not a return address.
For return requests, please contact our customer support team before sending any item. Approved returns must be shipped according to the return instructions and designated return address provided by our support team.
Order Processing Time
Orders are typically processed within 0–1 business day after payment has been successfully confirmed.
Orders are processed Monday–Sunday.
During peak seasons, holidays, promotional periods, or periods of unusually high order volume, processing may require one additional business day.
Please note that processing time is separate from shipping time.
Shipping and Delivery Time
Orders are typically delivered within 7–15 business days from the date of order confirmation.
This estimated timeframe includes:
- Order processing: Within 1 business day
- Estimated delivery: 7–15 days after dispatch
Shipping and delivery times are estimates rather than guarantees.
Actual delivery times may vary depending on the destination, customs processing, carrier operations, weather conditions, public holidays, address accuracy, and other circumstances beyond our reasonable control.
Shipping Costs
We offer free worldwide shipping on all orders.
There are no additional standard shipping charges unless otherwise stated on a specific product page or during checkout.
Any optional expedited shipping or premium delivery service fees will be displayed before payment, where available.
Customs, Duties and Taxes
International orders may be subject to customs duties, import taxes, import VAT, brokerage charges, clearance fees, or other charges imposed by the destination country.
These charges are determined by local customs authorities and are the responsibility of the customer where applicable.
Eoela does not control, collect, or predict charges imposed by local customs authorities unless they are expressly included and collected during checkout.
Customs processing may also affect the estimated delivery timeframe.
Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number or tracking link.
Tracking information may require 1–3 business days to appear or update after dispatch.
You may track your shipment through our Order Tracking page or through the relevant carrier’s tracking service.
In some cases, international shipments may be transferred to a local delivery provider after arriving in the destination country.
Address Accuracy
Customers are responsible for providing complete and accurate shipping information during checkout.
Please verify the following information before submitting your order:
- Recipient’s full name
- Street address
- Apartment, suite, or unit number, where applicable
- City, state, province, or region
- Postal or ZIP code
- Country
- Contact telephone number
Eoela is not responsible for delivery failures, delays, returned packages, or additional costs caused by incorrect or incomplete information provided by the customer.
If you notice an error in your shipping information, contact us at hello@eoela.com as soon as possible.
We will make reasonable efforts to update the address before the order is processed or dispatched, but address changes cannot be guaranteed after shipment preparation has begun.
Undeliverable, Refused or Unclaimed Packages
A shipment may be returned to us if:
- The address is incorrect or incomplete
- The recipient refuses delivery
- The recipient does not collect the package
- The carrier cannot contact the recipient
- Delivery is unsuccessful after the carrier’s permitted attempts
If a package is returned for one of these reasons, the customer may be responsible for additional shipping or reshipping costs, except where prohibited by applicable law.
Original shipping fees and optional expedited delivery charges may be non-refundable.
Please contact our customer support team for assistance if your shipment is returned to the sender.
Lost Packages
If your order has not arrived within 20 business days after shipment, please contact us at hello@eoela.com.
We will review the tracking information and open an investigation with the applicable logistics provider or carrier.
Carrier investigations may require additional processing time.
If the package is confirmed to be lost, we will provide an appropriate resolution, which may include:
- A replacement shipment at no additional cost
- A full refund to the original payment method
A package is not considered lost solely because tracking information has not updated for several days or because it remains within the estimated delivery period.
Damaged, Defective or Incorrect Items
Please inspect your order promptly after delivery.
If your order arrives damaged, defective, incorrect, or materially different from its product description, please contact us within 7 days of delivery.
To help us review the issue efficiently, please provide:
- Your order number
- A clear photograph of the complete item
- Close-up photographs showing the damage or defect
- Photographs of the product packaging
- A photograph of the shipping label, where relevant
Please retain the item and all original packaging until your claim has been reviewed.
If the issue is confirmed, we will provide an appropriate solution, which may include:
- A replacement item
- A full refund
- Another remedy required under applicable consumer law
Confirmed damaged, defective, or incorrect items will be resolved at no additional shipping cost to the customer.
Minor variations in color, texture, surface pattern, mother-of-pearl appearance, stone pattern, plating, or handcrafted finish may occur due to material characteristics, screen settings, lighting, photography, and production methods. Such normal variations are not necessarily considered defects.
Shipping Delays
Although we aim to deliver orders within the estimated timeframe, delays may occur due to circumstances beyond our reasonable control, including:
- Customs inspections or clearance delays
- International transportation disruptions
- Severe weather or natural disasters
- Public holidays or peak-season demand
- Local carrier delays
- Flight or transportation cancellations
- Incorrect or incomplete delivery information
- Regional restrictions or service interruptions
If your order is delayed, please contact us and we will assist by reviewing the available tracking information and contacting the relevant logistics provider where appropriate.
A delay does not automatically mean that the shipment has been lost.
Multiple Shipments
In some cases, an order containing multiple items may be shipped in more than one package.
When an order is divided into separate shipments, each package may have its own tracking number and may arrive on a different date.
You will not be charged additional standard shipping fees solely because an order is divided into multiple shipments.
Contact Us
For questions about shipping, tracking, delivery, or an order, please contact us.
Brand: Eoela
Operating Company: Veliora Group LLC
Customer Support:
- Email: hello@eoela.com
- Global Support Line: +1 302 662 2135
- WhatsApp: +1 302 662 2135
Customer Service Hours:
Monday–Sunday
We aim to respond to all inquiries within 12 hours.
This Shipping Policy applies to all orders placed through Eoela.com and is provided by Veliora Group LLC, the owner and operator of the Eoela brand.