Shipping policy
Shipping Policy
Important Information
Order cutoff time: 5:00 PM CET, Monday to Friday
Order processing time: 2 to 4 business days, Monday to Friday
Estimated shipping time after dispatch:
United Kingdom: 6 to 12 business days
Europe: 6 to 12 business days
United States: 7 to 14 business days
United Kingdom delivery: Free shipping on all orders
For Europe and the United States, any applicable shipping charges are displayed at checkout before payment.
We currently ship to the United Kingdom, Europe, and the United States through trusted courier partners.
Shipping Process
Orders placed before 5:00 PM CET, Monday to Friday begin processing according to our standard processing timeframe.
Once your order has been placed, you will receive an order confirmation email.
Orders are typically processed within 2 to 4 business days, Monday to Friday, excluding public holidays.
After your order has been dispatched, you will receive a shipping confirmation email with tracking information.
Delivery estimates begin after processing and dispatch.
Orders containing multiple items may arrive separately when products are fulfilled from different locations.
Delivery Estimates
United Kingdom
Processing: 2 to 4 business days
Shipping: 6 to 12 business days
Estimated total delivery time: 8 to 16 business days
Shipping cost: Free
Europe
Processing: 2 to 4 business days
Shipping: 6 to 12 business days
Estimated total delivery time: 8 to 16 business days
United States
Processing: 2 to 4 business days
Shipping: 7 to 14 business days
Estimated total delivery time: 9 to 18 business days
Possible Delays
We aim to deliver orders within the estimated timeframe.
Delays can occur due to carrier issues, customs processing, high order volumes, weather conditions, public holidays, or circumstances outside our control.
If your parcel has not arrived within the estimated delivery period, please allow an additional 3 business days.
If your order still has not arrived, contact us at support@velenorlondon.com so we can investigate with the carrier.
If an order is confirmed lost in transit, we will provide an appropriate replacement or refund.
Tracking
Tracking information will be provided by email once your order has been dispatched.
Some carriers require several business days before the first tracking update appears.
If your tracking has not updated for more than 5 business days, please contact our customer service team.
Cancellations
If you need to cancel your order, contact support@velenorlondon.com as soon as possible.
We will make reasonable efforts to cancel orders that have not entered processing or fulfillment.
Once processing or fulfillment has started, we cannot guarantee that an order can be cancelled or changed.
Once an order has been dispatched, cancellation through our fulfillment system is no longer possible.
This does not affect any statutory cancellation rights available under applicable consumer law.
Damaged or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, contact support@velenorlondon.com.
Please include:
Your order number
Clear photos of the item
Photos of the packaging where relevant
A short description of the issue
Once the issue has been verified, we will provide an appropriate replacement or refund.
For verified damaged, defective, or incorrect items, Velenor London will cover applicable return shipping costs.
For full details, please see our Return and Refund Policy.
Duties and Taxes
Orders shipped internationally may be subject to import duties, taxes, or customs charges depending on the destination.
Where these charges are not collected at checkout, they are the responsibility of the customer.
Velenor London does not control charges imposed by local customs authorities.
Incorrect Shipping Address
Customers are responsible for entering the correct shipping address at checkout.
If you notice an error, contact us as soon as possible.
Once an order has been processed or dispatched, we cannot guarantee that the shipping address can be changed or the parcel redirected.
Contact
For questions regarding your order or shipment:
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