FAQ

Everything people ask us most often. If your question is not here, email velorahomestoreinfo@gmail.com and we will reply within 24 to 48 hours.

Delivery

Where do you deliver?

We currently ship within the United Kingdom.

How much does delivery cost?

£2.95, and free on orders over £50.

How long will my order take?

Orders are processed within 1 to 3 business days, then delivery takes 7 to 12 business days.

How do I track my order?

You will get a tracking email as soon as your parcel leaves the warehouse. If it has been more than a few days and you have not received it, check your spam folder, then email us.

Will I pay customs or import charges?

No. The price you see at checkout is the price you pay, with nothing further to pay on delivery.

My order arrived in more than one parcel. Is that normal?

Yes. Items sometimes ship separately and arrive on different days. You are never charged extra delivery for that.

Returns and refunds

How long do I have to return something?

You have 14 days from the day your order arrives to tell us you want to cancel, for any reason. You then have a further 14 days to send the goods back. Separately, if an item is faulty you have 30 days from delivery to reject it for a full refund.

Items need to be unused and in the condition you received them. Our Returns and Refunds Policy has the full detail.

Who pays for return postage?

We do, if the item is faulty, damaged or not what you ordered. If you changed your mind, the return postage is yours to cover.

How do I start a return?

Email velorahomestoreinfo@gmail.com with your order number and what you want to send back. We will reply with the return address and instructions.

When will I get my money back?

Once your return reaches us and we have checked it, we refund to your original payment method. Allow up to 10 working days for it to show up, as banks vary.

Can I cancel an order?

Yes, if it has not shipped yet. Email us as quickly as you can and we will cancel and refund in full.

Products

Will the colour match the photos?

Very closely, but screens vary and natural materials vary. Wood grain, stone and woven fibre are never identical from piece to piece. That variation is the material doing its job, not a fault.