Delivery Policy

Last updated: 15 September 2026

Free delivery on every Velura order, to any address in the United Kingdom. Below you'll find where we deliver, how long it takes, the rules for cancelling or changing an order, how tracking works, and what we do when a parcel is late, lost or damaged. This policy applies together with our Returns & Refunds Policy — please read both before you order.

1. Where we deliver and what it costs

We deliver to every UK address, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and the Channel Islands; we don't currently deliver outside the UK. Delivery is free on every order, with no minimum spend — the total at checkout is the total you pay, and nothing is collected on delivery.

2. Delivery timeframe

Processing — the time from your order being confirmed to the parcel leaving the fulfilment centre — takes 1–3 working days. Delivery with the courier takes an estimated 3–5 working days, so allow 4–8 working days in total. Working days are Monday to Friday, excluding bank holidays; an order placed on a Friday evening begins processing on Monday. During seasonal peaks, sales and the run-up to Christmas, processing can take up to 2 additional working days.

These are estimates based on courier performance, not guaranteed dates: severe weather, courier disruption, bank holidays and customs inspections can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a parcel is late or lost.

3. Cancelling or changing an order

Every order is passed to our fulfilment centre automatically and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your items, sizes, colours and delivery address carefully before you confirm.

To cancel within the 5-minute window, email support@velura-london.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.

The processing time in section 2 is the time the fulfilment centre needs to prepare your parcel; it isn't a period during which the order is on hold.

If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 6).

4. Couriers and tracking

Parcels travel with Royal Mail, Evri, DPD or DHL, depending on your address and the size of the parcel, always on a tracked service; the courier handling your parcel is named in your dispatch email. You'll receive an order confirmation immediately and a dispatch email with your tracking number once the parcel leaves the fulfilment centre. Allow 2–5 working days for the first scan to appear — a tracking page that hasn't updated in the first days is normal, not a sign that something has gone wrong — and updates can be less frequent while the parcel travels between courier hubs. If your tracking hasn't updated for 10 working days, contact us and we'll check with the courier.

5. Split parcels

Items are dispatched from the fulfilment centre that holds them, so an order with several items may arrive in separate parcels on different days, each with its own tracking number and email, at no extra charge. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.

6. Your delivery address, uncollected and refused parcels

Please check your address carefully at checkout — an incorrect or incomplete address is the most common cause of a delayed delivery. Include any flat number and postcode, and add a phone number for the courier. Address changes are only possible within the 5-minute window in section 3; after dispatch, couriers don't redirect consumer parcels.

Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a pickup point within the courier's timeframe, are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the fulfilment centre again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.

Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.

7. Delays and lost parcels

We monitor shipments and follow up on anything that stalls. If tracking shows no movement for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, contact us with your order number. We'll open an investigation with the courier, which can take up to 10 working days. If the courier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.

8. Parcel shows as delivered but hasn't arrived

Check the usual places first — neighbours, household members, a porch, a communal entrance or building management — and review the courier's proof of delivery; couriers sometimes scan a parcel shortly before the final handover. If it hasn't appeared, let us know within 7 days of the delivery scan so we can raise a claim with the courier. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the courier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 10 applies.

9. Damaged parcels

If the outer packaging or the item is damaged on arrival, keep all packaging and email us within 3 working days of delivery with your order number and photographs of the outer box, the shipping label and the damaged item. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 7).

10. Shipping Protection

Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.

The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 3.

11. VAT and duties

All prices are shown in pounds sterling and include VAT at 20%. Where an order is dispatched from a fulfilment centre outside the United Kingdom, all import VAT and customs duties are paid by us before the parcel is released — you won't receive a "fee to pay" card from Royal Mail or a customs charge from any courier, and nothing is collected on delivery.

12. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within one working day.
Email: support@velura-london.com