Policies & Privacy Policy

Velluna – Store Policies & Privacy Policy

Last updated: 2026

1. About Velluna

Velluna makes engraved keepsake diffusers. Each piece is a waterless aluminium scent diffuser, laser engraved to order with line art drawn from a photo the customer sends, alongside a name and a date. They are made for people keeping someone close, whether that is a person or a pet.

Every piece is engraved to order. Nothing is cut until the customer has approved the artwork layout.

2. Order Policy

Made to Order

All Velluna pieces are engraved on demand. This means:

  • The engraving is created only after an order is placed

  • We first draw your artwork and email you the layout to approve

  • Once you approve the layout the laser work begins, and from that point the order cannot be modified or cancelled

Please review the layout carefully before approving it.

3. Pricing & Payment

  • All prices are listed in the currency shown at checkout

  • Prices may change without prior notice

  • We accept secure payments via approved payment providers available on our store

  • Payment must be completed in full before order processing begins

Velluna does not store your payment card details.

4. Shipping Policy

Processing Time

  • Artwork drawing and approval: usually 1–3 business days, and it waits on your reply

  • Engraving and production after approval: 2–7 business days

  • Shipping time varies based on destination and carrier

Shipping Coverage

We ship to most international destinations. Shipping costs and delivery estimates are calculated at checkout.

Delays

While we strive for timely delivery, delays may occur due to:

  • Carrier issues

  • Customs processing

  • High seasonal demand

Velluna is not responsible for delays caused by factors outside our control.

5. Returns & Refunds Policy

Because each piece is engraved to order and specific to you, we do not accept returns or exchanges for:

  • Change of mind after you approved the artwork layout

  • Preference-based dissatisfaction

  • A photo that did not translate well into line art, where we flagged the risk before starting

You can cancel free of charge at any point before you approve the layout.

Damaged or Defective Items

We will replace or refund items if:

  • The product arrives damaged

  • There is a manufacturing defect

  • The engraving differs from the layout you approved

  • The item received is incorrect

Requirements:

  • Contact us within 7 days of delivery

  • Provide clear photos of the issue

  • Include your order number

Approved claims will be resolved with a replacement or refund at our discretion.

Not Covered

The diffuser must be kept upright. Laid on its side, liquid runs into the housing and damages the pump. Adding water instead of oil or perfume will also damage the pump. Neither is covered by the warranty.

6. Intellectual Property

All designs, artwork, text, logos, and brand assets displayed on the Velluna website are the exclusive property of Velluna.

You may not:

  • Copy, reproduce, or redistribute our designs

  • Use our content for commercial purposes without written permission

Unauthorized use may result in legal action.

Artwork You Send Us

You keep ownership of the photo you send. By placing an order you confirm you have the right to use that image, and you grant us permission to redraw it and engrave it solely in order to make your piece. We do not use customer photos in advertising without separate written permission. We cannot engrave images that infringe someone else's rights, including photographs of public figures used without permission.

7. Privacy Policy

Velluna respects your privacy and is committed to protecting your personal information.

Information We Collect

We may collect the following information when you:

  • Place an order

  • Contact customer support

  • Subscribe to updates

This includes:

  • Name

  • Email address

  • Shipping address

  • Payment confirmation details (not card numbers)

  • The photo and engraving text you supply for your order

  • Device and browsing data (via cookies)

8. How We Use Your Information

Your information is used to:

  • Process and fulfill orders

  • Draw and engrave the artwork you ordered

  • Communicate order updates and send you the layout to approve

  • Provide customer support

  • Improve website performance and user experience

  • Send promotional messages (only if you opt in)

We do not sell or rent your personal data, and we do not use the photos you send for any purpose other than making your order.

9. Cookies & Tracking Technologies

Velluna uses cookies to:

  • Enable essential site functionality

  • Analyze traffic and performance

  • Improve personalization

You can disable cookies in your browser settings, but some features may not function properly.

10. Third-Party Services

We may share limited data with trusted third-party services strictly for:

  • Payment processing

  • Order fulfillment and engraving

  • Shipping

  • Website analytics

These providers are contractually obligated to protect your data.

11. Data Security

We implement industry-standard security measures to protect your personal information. However, no online system is 100% secure, and we cannot guarantee absolute security.

12. Your Rights

Depending on your location, you may have the right to:

  • Access your personal data

  • Request corrections or deletion

  • Withdraw marketing consent

You may contact us to exercise these rights.

13. Changes to This Policy

Velluna reserves the right to update or modify these policies at any time. Changes will take effect immediately upon posting on this page.

We encourage you to review this page periodically.

14. Contact Us

If you have questions about our policies or your personal data, please contact us through our official store contact page.