Frequently Asked Questions
Orders
How do I place an order?
Placing an order with Vellora is straightforward. Browse our collections, select the product you would like, choose any available options, and click Add to Cart. When you are ready, proceed to checkout, enter your delivery and payment details, and confirm your order. You will receive an order confirmation email within a few minutes.
Can I cancel or amend my order?
We process orders quickly to ensure fast delivery. If you need to cancel or amend your order, please contact us via our Contact Us page as soon as possible. We will do our best to accommodate changes before dispatch. Once an order has been dispatched, our standard returns process will apply.
How do I track my order?
Once your order has been dispatched, you will receive a confirmation email containing your tracking number and a link to track your delivery in real time. You can also visit our Track My Order page and enter your order number and email address at any time.
Delivery
Do you offer free delivery?
Yes. Vellora offers free standard UK delivery on all orders, with no minimum spend required. We believe delivery costs should not be a barrier to shopping with us.
How long does delivery take?
Standard UK delivery typically takes 3–5 working days. You will receive a dispatch confirmation email with tracking information once your order has been collected. Delivery times may vary during peak periods such as public holidays.
Do you deliver outside the UK?
At present, Vellora delivers to addresses within the United Kingdom only. We are working to expand our delivery options in the future. Please check back or sign up to our newsletter for updates.
Returns & Refunds
What is your returns policy?
We offer a 30-day no-quibble returns policy. If you are not completely satisfied with your purchase, you may return it within 30 days of receipt for a full refund or exchange. Items must be returned in their original condition and packaging. Please visit our Returns Policy page for full details.
How do I return an item?
To initiate a return, please contact us via our Contact Us page with your order number and reason for return. Our customer care team will guide you through the process and provide a returns address. Once we receive your return in satisfactory condition, your refund will be processed within 5–7 working days.
When will I receive my refund?
Once your return has been received and inspected, your refund will be processed to your original payment method within 5–7 working days. You will receive an email confirmation once your refund has been issued. Please allow additional time for your bank or payment provider to process the transaction.
Payments
What payment methods do you accept?
Vellora accepts all major payment methods for your convenience, including Visa, Mastercard, American Express, Shop Pay, Apple Pay, and Google Pay. All transactions are processed through Shopify's secure, enterprise-grade payment infrastructure.
Is it safe to pay on Vellora?
Absolutely. Vellora uses Shopify's trusted payment infrastructure, which is PCI DSS compliant and protected with SSL encryption. Your payment details are never stored on our servers.
Products & Quality
How do you select your products?
Every product in the Vellora range is individually assessed against our strict curation criteria: build quality, real-world usability, long-term durability, and considered design. We only list products we would confidently use ourselves. If a product does not meet our standards, it does not reach our shelves.
Do your products come with a warranty?
Yes. All products sold by Vellora are backed by a minimum 12-month warranty. This is in addition to your statutory rights under UK consumer law. If you experience any issue with a product, please contact our customer care team and we will resolve it promptly.
Customer Support
How do I contact Vellora?
Our UK customer care team is available Monday to Friday, 9am–6pm. You can reach us via our Contact Us page or via our Contact Us page. We aim to respond to all enquiries within 24 hours on working days.