Frequently Asked Questions

Orders

How do I place an order?

Browse the range, choose the item you want, add it to your basket and go to checkout. Enter your delivery and payment details and confirm. You will get an order confirmation email shortly afterwards.

Can I cancel or change my order?

Contact us as soon as you can through our contact page. If the order has not yet been dispatched we will usually be able to change or cancel it. Once it has been dispatched, the returns process below applies.

How do I track my order?

When your order is dispatched we will email you the tracking details. You can also use the Track My Order page with your order number and email address.

Delivery

Do you charge for delivery?

Standard UK delivery is free on every order, with no minimum spend.

How long will my order take?

Orders are normally dispatched within 1–3 working days. Dispatch can take longer during peak periods, public holidays, or where an item needs extra handling. The delivery time after dispatch depends on the item and the carrier, and is confirmed in your dispatch email along with your tracking number.

Do you deliver outside the UK?

Not at the moment. VELLORA delivers to addresses in the United Kingdom only.

Returns and refunds

Can I change my mind?

Yes. Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of receiving it, without giving a reason. You then have a further 14 days to send the goods back. We refund the price you paid plus the standard delivery charge if you paid one. You pay the cost of returning the goods when you have simply changed your mind.

What if something arrives faulty, damaged or wrong?

Contact us as soon as you can with your order number and, if possible, a photograph. Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods and get a full refund within 30 days of receipt. After that, and for six months from delivery, we will repair or replace the item, and refund you if neither is possible. Where an item is faulty, damaged or incorrect we cover the cost of return and refund your original delivery charge.

How do I start a return?

Contact us through our contact page with your order number, the item and the reason. We will reply with return instructions, including the address to send it to. Please wait for those instructions — we cannot be responsible for items sent to an address we have not given you.

When will I get my refund?

Refunds go back to your original payment method. Where you have cancelled, we refund within 14 days of receiving the goods back, or within 14 days of you showing us proof of postage, whichever is sooner. Your bank or card issuer may then take a few working days to show it on your statement.

Payments

What payment methods do you accept?

The payment methods available to you are shown at checkout.

Still need help?

Send us a message through our contact page. We read every message and reply as quickly as we can.