Shipping policy

Where we ship

We ship across the European Union and to selected international destinations. Available countries and any applicable rates are shown at checkout once you enter your address.

Delivery cost

Standard tracked delivery is free on all orders within the European Union. Rates for other destinations, where available, are calculated at checkout.

Processing time

Orders placed before 2pm on a working day are dispatched the same day. Orders placed after that, or at weekends and on public holidays, are dispatched the next working day.

Delivery times

5-8 Days

These are estimates provided by our carriers, not guarantees. Peak periods, weather and customs checks can add time.

Tracking

You will receive a confirmation email as soon as you order, and a second email with a tracking number once your parcel is dispatched. Tracking can take up to 24 hours to show its first scan.

Customs, duties and taxes

Orders delivered within the European Union include all applicable taxes; there is nothing further to pay on delivery. For destinations outside the EU, import duties, taxes and customs fees may be charged by the destination country and are the responsibility of the recipient. We have no control over these charges and cannot predict their amount.

Incorrect addresses

Please check your delivery address carefully before completing your order. If a parcel is returned to us because the address was incomplete or incorrect, we will re-send it once you confirm the correct address; a re-delivery charge may apply.

Lost, delayed or damaged parcels

If tracking has not updated for 7 working days, or your parcel arrives damaged, email support@velvorex.com with your order number and, for damage, photos of the packaging and contents. We will open an investigation with the carrier and either re-send your order or refund you in full.

Split shipments

Multi-unit bundles are normally sent in one parcel. Occasionally we ship them separately at no extra cost to you; you will receive tracking for each parcel.

Questions

Email support@velvorex.com and we will reply within 24 hours on working days.