FAQ
FAQ
How can I contact you?
You can contact our customer service team by email at support@velenorlondon.com or by phone at +44 7985 618978.
Customer service hours:
Monday to Friday: 9:00 AM to 5:00 PM CET
Saturday and Sunday: 10:00 AM to 3:00 PM CET
For the fastest assistance, please include your order number when contacting us about an existing order.
Which payment methods are available?
We currently accept:
Visa
Mastercard
American Express
Shop Pay
Apple Pay
Google Pay
Bancontact
UnionPay
Wero
Available payment methods may vary depending on your location and device. The options available to you will be displayed at checkout.
How long does delivery take?
Orders are normally processed within 2 to 4 business days.
Estimated shipping times after processing are:
United States: 7 to 14 business days
Canada: 10 to 14 business days
Europe: 6 to 12 business days
Australia and New Zealand: 10 to 21 business days
Mexico, Central America and South America: 15 to 30 business days
For additional information, please see our Shipping Policy.
When will my order be dispatched?
Orders are typically processed within 2 to 4 business days, Monday through Friday, excluding public holidays.
Once your order has been dispatched, you will receive an email containing your tracking information.
Where can I find my order information?
After completing your order, an order confirmation will be sent to the email address provided at checkout.
If you cannot find it, please check your spam or junk folder.
Once your order has been shipped, you will also receive tracking information.
You can check your shipment through our Track My Order page.
Can I change my delivery address?
If you notice an incorrect shipping address, contact us at support@velenorlondon.com as soon as possible.
If your order has not yet entered processing or shipping, we will make reasonable efforts to update the address.
Once the order has been processed or dispatched, we cannot guarantee that an address change or redirection will be possible.
What happens if my package is lost?
If your parcel has not arrived within the estimated delivery window, please allow an additional 3 business days.
If it still has not arrived, contact us at support@velenorlondon.com.
We will investigate the shipment with the carrier. If the package is confirmed lost in transit, we will provide an appropriate replacement or refund.
Who pays for return shipping?
For standard returns, return shipping costs are the responsibility of the customer.
For verified damaged, defective, or incorrect items, Velenor London will cover the applicable return shipping costs.
We do not charge restocking fees.
Please see our Return and Refund Policy for full details.
What if I am unsure about sizing?
Please check the sizing information available on the relevant product page before ordering.
If you need additional help with a specific item, contact us at support@velenorlondon.com.
Why was my order cancelled?
Orders may occasionally be cancelled because of payment issues, verification requirements, incorrect information, product availability, or other processing issues.
If your order has been cancelled and you need more information, please contact our customer service team.
How can I cancel my order?
Contact us at support@velenorlondon.com as soon as possible.
We will make reasonable efforts to cancel an order that has not yet entered processing or fulfillment.
Once processing or fulfillment has started, cancellation cannot be guaranteed.
If your order has already been dispatched, you may request a return after delivery in accordance with our Return and Refund Policy.
What if I ordered the wrong item or size?
Contact us as soon as possible.
If your order has not entered processing or shipping, we will make reasonable efforts to assist with the change.
Once the order has been dispatched, changes cannot be guaranteed. You may request a return or exchange after delivery in accordance with our Return and Refund Policy.
How can I track my order?
Once your order has been dispatched, you will receive tracking information by email.
You can also use our Track My Order page to check the latest shipping status.
Carrier tracking may take several business days to display the first update.
How do I return an item?
We offer a 30 day return policy.
To request a return, email support@velenorlondon.com with your order number and reason for the return.
Please contact us before sending anything back so we can provide the correct return instructions and return address.
For complete information, please review our Return and Refund Policy.
CONTACT
Email: support@velenorlondon.com
Phone: +44 7985 618978
Customer Service Hours
Monday to Friday: 9:00 AM to 5:00 PM CET
Saturday and Sunday: 10:00 AM to 3:00 PM CET
Company Details
Shop Name: Velenor London
Company Name: VELENOR GROUP LIMITED
Business Address: Unit 2A, 17/F Glenealy Tower, Central, Hong Kong