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Common queries answered
Frequently asked Questions
How long does it take to receive my order?
Orders are typically processed within 1–2 working days. UK delivery takes 2–5 working days. International shipping times vary depending on your location and selected shipping method. You’ll receive a tracking link as soon as your order is dispatched.
What is your return and exchange policy?
You may return unopened, unused items within 14 days of delivery. For hygiene reasons, we cannot accept returns on opened beauty or skincare products unless faulty. Please see our Returns & Refunds Policy for full details.
How do I change my shipping address?
If your order hasn’t been shipped yet, contact us immediately at orders@velvora.co.uk with your order number and updated address. Once dispatched, we cannot make changes to the shipping details.
How do I track the status of my order?
You’ll receive a shipping confirmation email with tracking information as soon as your order leaves our warehouse. If you haven’t received an update within 3 working days, contact us at orders@velvora.co.uk.
How do I receive customer support?
Our support team is available Monday to Friday, 9am to 5pm (excluding Bank Holidays). You can reach us via the contact form, by emailing support@velvora.co.uk, or by calling 07354 824 804.
What do I do if I entered an incorrect shipping address?
Let us know as soon as possible at orders@velvora.co.uk. If your order hasn’t shipped, we’ll update it. If it’s already on its way, we’ll do our best to assist, but we can’t guarantee a change once dispatched.
Do you ship to my country?
Yes, we offer international shipping to many countries. Shipping costs and times vary by destination. You can view options at checkout or email orders@velvora.co.uk for more information.
Will my items arrive in one package?
We aim to ship your entire order in one parcel. However, in some cases, items may be sent separately due to stock location. If that happens, you’ll receive tracking details for each shipment.