Shipping policy

Our goal is to ensure a seamless and transparent delivery process for your convenience and satisfaction. Below are the details of our delivery process.

SHIPPING RANGE

  • Countries: We currently deliver within the United Kingdom.
  • Future Expansion: Expansion to other delivery areas is being considered.

SHIPPING COSTS

  • Within the United Kingdom: Free delivery on all orders.
  • No Hidden Fees: All costs are clearly stated at checkout.

ORDER PROCESSING TIME

  • Processing Time: Orders are processed within 1 to 2 working days, Monday to Friday.
  • Last Order Time: 22:00 GMT (London).
  • Weekend Orders: Orders placed on weekends are processed the next working day.

TRANSIT TIME

  • Estimated Delivery Time: 3 to 7 working days.
  • Working Days: Dispatches occur Monday to Friday.
  • Notes: Delivery times are estimates and may vary due to external factors such as weather conditions and transportation issues.
  • Total Delivery Time: It will take a total of 4 to 9 working days to receive your order.

SHIPPING PROCESS

  • Reliable Courier Services: We deliver via DHL and FedEx.
  • Insured Shipments: All parcels are insured. Contact our customer service in case of loss or damage during transit.
  • Eco-Friendly Packaging: We strive to use sustainable packaging materials to minimise our ecological footprint.

TRACKING INSTRUCTIONS

  • Tracking Information: After purchase, you will receive an email with tracking information, including the name of the courier and the tracking number.
  • Track Your Order: You can track your order via our website. Simply enter your tracking number on our tracking portal to view the status of your order.
  • Questions: Our support team is ready to assist with any questions about tracking your order.

MISSING ITEMS PROCEDURE

  • Reporting Missing Items: Contact our customer service within 7 days of receiving your package via contact@vellor.uk.
  • Resolution: We will resolve the issue as soon as possible and send a replacement item or offer a refund.

RETURN POLICY

  • Returns: Returns are accepted within 30 days of the DELIVERY DATE.
  • Conditions for Returns: Items must be unused, undamaged, and returned in the original packaging. Personalised items cannot be returned.
  • Costs: Return delivery costs are the responsibility of the customer unless the item is defective or not as described. In such cases, VELLOR will cover the return delivery costs.
  • Refund: Refunds are processed within 7 working days of receiving the return and are refunded to the original payment method.

RESTOCKING FEE

  • No Restocking Fee: VELLOR does not charge a restocking fee for any returns.

RETURN DELIVERY COSTS

  • For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the courier, or defective in any other way.
  • For Customer Remorse: The actual cost of return delivery will be charged to the customer. This applies when the customer purchased the wrong product, the item does not fit, or they no longer want the item.

CONTACT INFORMATION

  • Company Name: VELLOR
  • Email: contact@vellor.uk
  • Address: 11 Hutchinson Terrace, London, HA9 7TP, United Kingdom
  • Customer Service: Monday to Friday between 9:00 am and 6:00 pm.