Policies

Shipping & Returns

Everything you need to know about how we deliver and our return policy.

Shipping

How long will my order take?

We want you to start your wellness plan as soon as possible. That’s why we process all orders within 24–48 business hours of purchase confirmation.

Destination Estimated delivery Cost
Mainland Spain + Portugal 2–4 business days Free on orders ≥ €39 · €3.99 otherwise
Andorra 3–5 business days Free on orders ≥ €39 · €3.99 otherwise
Balearic Islands 3–5 business days Free on orders ≥ €59 · €5.50 otherwise
Canary Islands, Ceuta & Melilla 5–7 business days Free on orders ≥ €59 · €7.99 otherwise (customs duties may apply)
Rest of EU 5–8 business days Free on orders ≥ €89 · €9.99 otherwise
UK & Switzerland 5–10 business days Free on orders ≥ €89 · €11.90 otherwise

Delivery times are estimates from the dispatch date and may vary due to circumstances beyond Welleo’s control (public holidays, customs, carrier delays).

Order tracking

Once your order leaves our warehouse, you’ll receive an email with your tracking number so you can follow your package in real time. If you can’t find it, check your spam folder or email us at hello@welleo.com.

What if I’m not home?

The carrier will attempt delivery up to twice. If delivery isn’t possible, your package will be held at the nearest collection point for a few days.

Returns

Return policy

If you’re not satisfied with your purchase, you may request a return within 14 calendar days of receiving your order, provided the following conditions are met:

  • The product is unopened, sealed, and in its original packaging.
  • It is not a personalised item or an already-activated test.
  • Proof of purchase is included (invoice or order confirmation).

Important: For safety and hygiene reasons, returns of opened supplements or diagnostic tests that have been activated or used are not accepted, unless the product arrives defective or damaged.

How to request a return

  1. Email us at hello@welleo.com with your order number and reason for return.
  2. Our team will review your request and confirm the return address within 48 business hours.
  3. Pack the product securely and ship it using the method we provide.
  4. Once received and the product’s condition verified, we will process your refund.

Refunds

  • Refunds are made via the same payment method used at purchase.
  • Refund processing takes 5–10 business days from when we receive the product.
  • Original shipping costs are non-refundable, unless the return is due to our error or a defective product.
  • Return shipping costs are the customer’s responsibility, except in the case of a defective product or order error.

Defective products or order errors

If you receive a damaged, defective, or incorrect item:

  1. Contact us within 7 days of receiving your order.
  2. Attach photos of the product and packaging so we can assess the issue.
  3. We will arrange collection and send you a replacement or full refund, including shipping costs.

Exchanges

We do not currently offer direct exchanges. If you need a different item, we recommend requesting a return and placing a new order.

Still have questions? We’re here to help.

Your well-being, in your hands. And your peace of mind when shopping, too.

Contact us