Shipping Policy

As a small family business, we would like to thank you for your order from Veloura. We want to make sure you have the best possible experience with us, from the moment you place your order to delivery. That's why we've created these shipping guidelines so you can buy with confidence.

Delivery times  Veloura London works with a Chinese supplier and ships the products directly from the warehouse in China. We offer our customers fast and reliable shipping. We have carefully selected shipping partners to ensure your order arrives as quickly and safely as possible.

This means that we can save significantly on transportation, storage, packaging and freight costs and offer products at a fair price.

Our average Processing time is 1 to 2 business days and delivery time is 7 to 14 business days.

Note: Due to our rapid growth, we are in the process of moving to a new warehouse. As a result, some products may experience a slight delay, with a delivery time of 20 to 25 working days. Thank you for your understanding.

We typically charge £4.95 for shipping per item, but guess what? We're running a special promotional sale right now! 🎉 Shipping costs are free, but if you wish to return the item you are responsible for the return costs and shipping cost as well. Keep this in mind when purchasing multiple products that you may want to try but not keep. 

Status of your order After placing an order with us, you will receive a personal track and trace code by email. With this code you can track your order anytime, anywhere via our tracking partner Tracking Panel. It is common for it to take 2-3 days to see the first updates regarding your order. You can also see the estimated delivery date on the tracking page after 2-3 days.

Delivery problems This rarely happens, but occasionally an error may occur in the delivery process. It's human nature and there's nothing we can do about it. We therefore ask for your understanding. In the following cases, the following actions apply:

  • Defective product: How annoying! Unfortunately, it may happen that your product is damaged during transport. In this case, we will automatically send you a new package free of charge and unfortunately we cannot reimburse you yet. We want to satisfy you as a customer and deliver what you ordered before you decide to request a refund.

  • Lost Package: If a package is lost or cannot be delivered for logistical reasons, we will always send a new package free of charge before proceeding with our refund and returns policy. We want to satisfy you as a customer and deliver what you ordered before you decide to request a refund.

  • Refusal to receive the package / Failed delivery: Sometimes a customer refuses to receive the package at the door, or the carrier has tried to deliver several times, but no one has responded. In this case, the package will be returned to the post office. Veloura London currently covers the delivery costs of the package. We always inform the customer in time by email about this situation and as a customer you have 7 days to collect the package. If the order is not collected from the post office within the specified time, it will automatically be returned to the supplier in Asia. If this happens, we will send you a new package free of charge within the same delivery time as mentioned above (7-14 business days). If this is not accepted or collected a second time, we reserve the right to deduct €15 from the amount that will be refunded to you.

  • Are you not satisfied with the product? - Please see our returns policy for more information.

Canceling an Order Once an order is placed, it is immediately prepared for shipping by our automated systems. It is therefore unfortunately not possible to cancel a finalized order. If you are unsure about the product you receive, we offer a hassle-free returns process. You have the right to return your order within 14 days of receipt and receive a full refund.

Customs Fees Since we ship directly from our suppliers in Asia, customs may inspect packages sent to you. Unfortunately, this legislation has changed since July 1, 2021 and we no longer have any control over it. In some cases, customs may charge less than the import duties. But do not worry ! We believe this will not happen in 99% of cases.

The origin of the products At Veloura London , we work with a global network of suppliers, many of whom come from Asia, to offer you quality products at competitive prices. We understand that you may have questions about the origin of our products, but we assure you that we follow strict international standards. Every product is carefully inspected and tested before shipping, and we only work with trusted manufacturers who are committed to excellent quality. Our goal is to offer you the most beautiful products that you cannot find only in stores, at the best price. Your satisfaction and peace of mind are our top priority.

Do you have questions about your order? Please check our FAQ page first. Your question will probably be answered there. Otherwise, please contact us. Our customer service is available 7 days a week and we always respond within 24 hours.