Frequently Asked Questions (FAQs)

UK: Standard 2–4 working days; Express 1–2 working days (cut-off 13:00 on business days).

International: 5–10 working days depending on destination and service selected at checkout.

Delivery estimates exclude weekends, bank holidays, and order processing time (usually 1 business day).

Shipping cost is calculated at checkout based on weight, destination, and service. Free UK shipping is occasionally available during promotions.

Yes, we ship to most countries. International orders may be subject to local duties/taxes collected by the carrier or customs. These charges are the responsibility of the recipient.

You’ll receive a tracking link by email when your order ships. You can also check status via My Account » Orders.

We start processing quickly, but if your order hasn’t shipped yet we’ll do our best to help. Please reach out ASAP via the contact form with your order number.

Check spam/junk and ensure your email address is correct in My Account. If it’s missing after 30 minutes, contact us and we’ll resend it.

Before dispatch, yes—message us immediately with the correct address. After dispatch, the carrier may offer an in-flight change, but this isn’t guaranteed.

Change of mind? Return unopened/unused items within 30 days of delivery for a refund. Items must include all original packaging and accessories.

For health/safety reasons, certain product types may be ineligible once opened. See our full Returns Policy.

1. Visit Contact and select “Return”.
2. Include your order number and reason.
3. We’ll reply with a return authorisation (RMA) and instructions.

Once your return is received and inspected, refunds are issued to the original payment method within 3–5 working days. Your bank/card provider may take additional time to post the credit.

We’re sorry! Please contact us within 7 days of delivery with photos of the packaging and item so we can fix this quickly.

We accept major debit/credit cards and popular digital wallets shown at checkout. All payments are processed securely.

UK/EU orders display VAT-inclusive pricing where applicable. International customers may see taxes collected on delivery depending on local rules.

Yes. After your order ships, download your VAT invoice from My Account » Orders, or contact us if you need it sent to your email.

Promo codes can’t be combined and may exclude certain items or require a minimum spend. Check the code’s terms or message us for help.

Product pages show live availability (In stock / Low stock / Out of stock). Use “Notify me” where available to get an email when it’s back.

Yes—most items include a quick-start guide in the box. We also publish digital manuals and tips under the “How-to” section below.

Absolutely. We’re an authorised retailer, and products are covered by our warranty policy (see “Warranty & Support”).

See the “Manuals/Guides” tab on each product page. If you need extra help, reach out via Contact and we’ll guide you.

We can provide basic remote guidance for setup and troubleshooting. For professional installation, we’re happy to recommend partners where available.

Create or sign in at My Account. From there you can view orders, download invoices, and manage addresses.

Use the “Lost your password?” link on the login page to reset it securely by email.

Go to Addresses or Account details to make changes before placing your next order.

Products are covered by a 12-month limited warranty against manufacturing defects unless stated otherwise on the product page.

Please contact us with your order number, a description of the issue, and photos/videos if possible. We’ll confirm next steps within 1–2 business days.

Yes—email us with your order number and we’ll help troubleshoot or point you to the right resource.

The fastest way is via email to support@velvora.co.uk or phone: +44 7999 928752 . Please include your order number for anything order-related.

Business hours: Mon–Fri, 9:00–17:00 (UK time). Bank holidays excluded.