Shipping policy
SHIPPING POLICY
Shipping destination and cost
VELMY offers free standard delivery on orders shipped to addresses within the United Kingdom, unless a different charge is clearly displayed at checkout before the order is placed.
Processing time
Orders are normally processed within 1–2 business days, Monday to Friday, excluding public holidays.
Processing begins after your payment has been authorised.
Orders placed at weekends or on public holidays will begin processing on the next business day.
Transit time
After dispatch, standard delivery normally takes 5–8 business days, Monday to Friday.
The estimated total delivery time is therefore:
6–10 business days
This consists of:
- 1–2 business days for processing;
- 5–8 business days for delivery after dispatch.
Delivery dates are estimates rather than guarantees unless expressly stated otherwise at checkout.
During peak periods, public holidays, severe weather, carrier disruptions or other circumstances outside our reasonable control, delivery may take longer.
If a material delay occurs, we will provide an update where reasonably possible.
Delivery carriers
Orders may be delivered by Royal Mail, Evri, DHL, FedEx or another suitable delivery partner.
The carrier used may depend on the delivery address, parcel size and fulfilment location.
Order tracking
Where tracking is available, tracking information will be sent to the email address provided at checkout after your order has been dispatched.
Tracking information may take up to 48 hours to become active after the carrier receives the parcel.
Address changes
Please check your delivery address carefully before placing your order.
If you need to request a correction, contact support@velmy.com immediately.
We cannot guarantee that an address can be changed after processing or dispatch has begun.
Incorrect addresses and undeliverable parcels
If a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, failed to collect the parcel or refused delivery without exercising a lawful right to cancel, the customer may be responsible for reasonable return or redelivery costs where permitted by law.
Delivered but not received
If tracking shows that your parcel has been delivered but you cannot locate it, please:
- Check the delivery location and any designated safe place;
- Ask other members of your household;
- Check with your neighbours;
- Contact us at support@velmy.com.
Include your order number so that we can investigate the delivery with the carrier.
Delayed or lost parcels
If your parcel has not arrived within the estimated delivery period, contact us at support@velmy.com with your order number.
We will review the tracking information and, where necessary, open an investigation with the delivery carrier.
Damaged parcels or missing items
If your parcel arrives damaged or an item is missing, contact us as soon as possible at support@velmy.com.
Include:
- Your order number;
- Photographs of the outer packaging;
- A photograph of the shipping label;
- Photographs of the items received.
We will investigate and provide an appropriate solution.
Import charges
Any taxes, duties or import charges collected by VELMY will be displayed at checkout.
Where applicable, additional import charges that are not collected at checkout may be payable by the customer.
This Shipping Policy does not affect your statutory rights.
Contact
For questions regarding delivery or tracking, contact: