The boring necessary.
Everything we will and won't do once the cream has shipped. Nothing in this section is hidden. If anything below is unclear, write us, we will fix it.
The sixty-night promise
"Use it for sixty nights. If your skin does not agree, return the empty jar for a full refund. We mean it."
Most premium skincare brands give you fourteen or thirty days, which is not enough time for any peptide cream to do anything. We made the math match the biology: peptide skin remodeling shows up in weeks four to eight, not week one.
If at any point during the first sixty nights you decide Vellume is not for you, write to hello@vellume.co with your order number and we'll arrange a return. You keep the jar even if it's empty. We do not require the product back, we require a one-line note about what didn't work.
One-line notes are part of how we get better. Honest feedback is the only thing keeping us from making the same mistakes the bigger brands make.
Shipping
We ship from the Mad River Valley, Vermont, every Tuesday and Friday. Orders placed before noon ET on a shipping day usually leave the same day. Orders placed later go out on the next shipping day.
Every package ships carbon-neutral via offsets, in recycled board with a wax-paper inner wrap. No plastic, no styrofoam. We do not include marketing inserts. The package is small and quiet, we have heard it called "the most boring beautiful box."
International
We currently ship to Canada, the UK, the EU, Australia, and Japan. Duties and taxes are included at checkout, there are no surprise customs bills at delivery.
Returns
You have sixty days from delivery to return for any reason, full refund. To start a return, write hello@vellume.co with your order number and we'll send a prepaid label (US only, international returns are buyer-paid).
- Refunds process within five business days of us receiving the package (or your reply email, if you've kept the empty jar).
- Refunded to the original payment method.
- Shipping charges are non-refundable on returns initiated more than thirty days after delivery.
- Subscription orders are refundable per delivery, pause or cancel anytime in your account dashboard.
Lost or damaged
If your package is marked delivered but you don't have it, give the carrier forty-eight hours, they sometimes scan early. After that, write us. We replace lost packages no questions asked, once.
If the cream arrives damaged, leaked jar, broken glass, melted cream from heat, send a photo and we'll ship a replacement same-week. We pack carefully but glass is glass.
Subscriptions
Subscriptions auto-renew at the cadence printed on your product page, 40 days for the cream, 70 for the serum, 90 for the scalp serum. You save 15% on every delivery.
- Pause, skip a delivery, change cadence, or cancel, all available in your account dashboard, no email required.
- We send a reminder five days before each renewal so you can adjust.
- No minimum-deliveries clause. Cancel after one.
- If you cancel before your first delivery ships, we refund the deposit.
Gifts
Every order can be sent as a gift, at checkout, tick "this is a gift" and write a note. We hand-letter the note on cotton-paper card stock and include it inside the package. No prices appear on the packing slip.
Recipients can exchange within sixty days for store credit or a different product. They do not need the original receipt, they just need the batch number on the inner wrap.