Payment, Shipping and Returns

Payment Methods

We accept the following payment methods: Visa, MasterCard, American Express, PayPal and Bank Transfer.

Delivery Times

• Mainland Spain and Balearic Islands: delivery within 1–2 working days (Monday to Friday).
• Canary Islands, Ceuta and Melilla: shipments via Correos. Estimated delivery: 7–10 working days. Shipments may be subject to customs delays which are not included in the committed delivery time.

You can check the Spanish public holiday calendar here: https://www.calendarioslaborales.com/.

Orders are prepared once payment is confirmed, from Monday to Friday, 10:00 to 14:00. Orders outside this schedule are prepared the next business day. No shipments are made on Saturdays, Sundays or public holidays.

Shipping Costs

• Products will be delivered to the address provided in the order.
• Invoices will be sent with the order and can also be consulted in the customer account.
• No shipments or deliveries are made on Saturdays, Sundays or public holidays.
• Delivery is under the responsibility of the carrier. In case of absence, a delivery attempt notice will be left.

— Mainland Spain

• €3.80 (VAT incl.) — Correos, pick-up at post office.
• €3.93 (VAT incl.) — InPost, collection point.
• €5.23 (VAT incl.) — GLS, home delivery.

Free shipping: orders ≥ €20 (pick-up) and ≥ €60 (home delivery with GLS).

Cash on delivery with GLS: additional fee of €6.00.

— Balearic Islands

• €6.30 (VAT incl.) — Correos Paq Standard (delivery 3–5 working days).

Free shipping: orders ≥ €60 (VAT incl.).

— Canary Islands, Ceuta and Melilla

• €7.00 (VAT exempt) — Correos (delivery 7–10 working days).

Free shipping: orders ≥ €60 (VAT excl.).

Customs note: Orders over €150 are subject to customs procedures. Local taxes (IGIC/IPSI), duties and additional handling fees will apply.

— Europe (EU)

• €7.45 (VAT incl.) — Mondial Relay / InPost (7–10 days).
• €10.25 (VAT incl.) — Correos (7–10 days).
• €12.50 (VAT incl.) — UPS / FedEx.

Free shipping: orders ≥ €120.

— Europe (non-EU) — Iceland, Moldova, Monaco, Norway, Serbia, Switzerland, United Kingdom

• €13.30 (VAT excl.) — Correos (standard).
• €25.00 (VAT excl.) — UPS / FedEx.

Free shipping: orders ≥ €120.

— Asia: €25.20

— Central America / Caribbean: €26.70

— North America: €13.50

— Oceania: €23.00

— South America: €26.00

Delivery Conditions

• Approximate delivery schedule: 9:00–20:00 (may vary depending on the carrier’s route).
• The delivery service does not include prior calls; if absent, a notice will be left.
• An order is considered delivered when the customer signs the delivery note.
• The customer must check the package upon delivery and report any issues on the delivery note.

Unclaimed and Returned Packages

If your package is marked as recipient absent, it will be sent to the nearest Correos office and you will be notified.

If you use Mondial Relay, the package will be delivered to the chosen collection point. Once arrived, you will receive an email and SMS with a PIN for collection.

If the package is not collected within 7 days and is returned to the sender, the following return and handling costs will apply:

• €7.45 if using InPost (Mondial Relay).
• €10.25 if using Correos / Post NL / Bpost.

Claims for Undelivered Orders

If you do not receive your order within a reasonable time after receiving the shipping confirmation, please contact VEKI Lash S.L. by phone +34 635 319 219, WhatsApp 635 319 219, through the contact form, or by email at info@veki.es.

Once your claim is received, VEKI Lash S.L. will contact you to explain the situation and find a solution.

If the product is unavailable, the customer will be informed of the lack of availability and a refund will be issued as soon as possible.

Cancellations

You may cancel an order that has not yet been dispatched by contacting us via the “Contact” form, email info@veki.es, phone, or WhatsApp 635 319 219, providing your order number.

Return Policy

The consumer has 14 calendar days from receipt of the product to return it without giving any reason. Return shipping costs are borne by the customer, except in cases of store error or defective product.

Product Condition and Packaging

• The item must be in perfect condition, without damage or signs of use.
• Hygiene/health products must be sealed and unopened.
• It must be sent in suitable packaging to protect it during transport.

Exceptions to the Right of Withdrawal

• Goods made to the consumer’s specifications or clearly personalised.
• Goods that may deteriorate or expire quickly.
• Sealed goods not suitable for return for health or hygiene reasons once unsealed.
• Goods which, by their nature, are inseparably mixed with other items after delivery.

Return Address

Please send the product to the following address (include a copy of the invoice):

VEKI Lash S.L.
Calle Antonio López 70, 30 D
28019 Madrid, Spain

Refunds

Refunds are made using the same payment method used for the purchase, once the product is received or conclusive proof of its return is provided.

Are Shipping Costs Refunded?

Only when the entire order is returned and for exceptional reasons (defects, wrong sizes/curls, incorrect items, etc.). Contact Customer Service at info@veki.es or WhatsApp 635 319 219.

Withdrawal Procedure

To exercise your right of withdrawal within 14 days, complete the form in “My Account” or send a clear statement indicating your decision. Please include:

• Full name and address.
• Order number and product name.
• Explicit withdrawal statement.
• Date of communication.
• Signature (if sent by post).

After notifying your withdrawal, you have 14 calendar days to send the product to VEKI Lash S.L. in perfect condition (transparent boxes, blisters, etc.). Once received, the refund will be processed without undue delay.