SHIPPING & RETURNS
At Shop on Velora, we want you to enjoy a smooth and reassuring shopping experience. Please read our shipping, returns and refund policy before placing your order.
Shipping and Delivery
We currently ship to customers in the United Kingdom. Standard shipping is free.
Orders are processed once payment is confirmed. Estimated delivery is 8–14 working days from the date of your order. You’ll receive an email with tracking details once your order has been dispatched, though tracking updates may take a few days to appear.
Delivery may occasionally be affected by customs inspections, carrier delays or public holidays. If your order hasn’t arrived within the estimated time, please contact us and we’ll investigate.
Order Tracking
When tracking information is available, we will send it to the email address provided at checkout. If your tracking information has not updated for an extended period, or your parcel appears to be missing, please contact us with your order number. We will review the available tracking information and help you understand the next steps.
Returns & Cancellation
We offer a 30-day returns policy. If you’re not happy with your order, please email us within 30 days of receiving it with your order number. Please don’t send anything back before we’ve been in touch. In most cases we’ll arrange a refund or exchange without you needing to return the item. Returns are free of charge.
This policy is in addition to your statutory rights, which remain unaffected.
Return Shipping Costs
Returns are free. You’ll never pay to return an item to us. If we ask you to send an item back, we’ll cover the cost and give you the return details first. Please don’t send any item to an address that hasn’t been confirmed by our customer support team.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible. Include your order number and a description of the issue. Photographs may help us assess your request. We will review the issue and explain the appropriate next steps. Your statutory rights regarding faulty, misdescribed or incorrectly supplied goods remain unaffected.
Refunds
Refunds will be handled in accordance with applicable consumer law.
Where a statutory cancellation applies, refunds will generally be issued within the legally required timeframe and using the original payment method, unless you expressly agree otherwise. For eligible cancellations, standard delivery costs will be refunded where required by law. Your bank or payment provider may take additional time to display the refunded amount. Your refund rights are not dependent on whether our supplier has separately reimbursed Shop on Velora.
Contact Us
For shipping questions, return requests or refund enquiries, please contact:
Shop on Velora Customer Support
Your Customer Rights
Nothing in this policy excludes or limits consumer rights that cannot legally be excluded or limited under applicable law.