Shipping policy
Shipping Policy
This policy explains how Velsorie, a trading name of EKAURA LTD (company number 17046566), processes, dispatches and delivers orders, both within the United Kingdom and internationally. If your question isn't answered here, email support@velsorie.com and we'll be glad to help.
Order processing
Orders are checked, packed and dispatched within 1–2 working days of being placed. Working days are Monday to Friday, excluding UK bank holidays. Orders placed over a weekend or bank holiday, or after our daily dispatch cut-off, begin processing on the next working day. In busy periods, such as seasonal peaks, processing can occasionally take a little longer; if so, we'll let you know by email. All orders, UK and international, are dispatched from our fulfilment centre in the United Kingdom.
Free standard delivery on every order – UK and international, with no minimum order value.
Processing time and delivery time are separate
The delivery estimates below start on the day your order is dispatched, not the day you place it. Please add the 1–2 working days of processing to the delivery estimate to work out when to expect your parcel.
| Destination | Delivery cost | Estimated delivery (from dispatch) |
|---|---|---|
| United Kingdom | Free | 3–5 working days |
| International | Free | 10–20 working days |
United Kingdom delivery
Standard delivery to UK addresses is free, with no minimum order value. Once dispatched, UK orders typically arrive within 3–5 working days.
International delivery
International orders are dispatched from our fulfilment centre in the United Kingdom. We deliver to a number of destinations outside the UK; the countries available are shown at checkout. Standard international delivery is free, with no minimum order value, and typically takes 10–20 working days from dispatch depending on the destination and local customs processing.
Import duties, customs and taxes
Prices are shown in pounds sterling (GBP) and include VAT. For orders delivered outside the UK, the destination country may charge import duties, customs fees, local taxes or handling charges when the parcel arrives. These are not included in your order total, are set by the destination country and are the customer's responsibility. We can't predict the amount, so please check with your local customs authority before ordering if you'd like to know the likely charges.
Tracking your order
Once your order is dispatched we'll email you a shipping confirmation with tracking details so you can follow your parcel. You can also visit our Track Your Order page. Tracking can take 24–48 hours to start updating after dispatch. If you haven't received a dispatch email within 3 working days of ordering, please check your spam or promotions folder and then contact us.
Delays
Delivery estimates are not guaranteed. Courier delays, customs processing, severe weather or periods of high demand can affect delivery times. If your order hasn't arrived within the estimated time, contact us with your order number and we'll investigate with the carrier on your behalf.
Lost or damaged parcels
If tracking shows no movement for an extended period, or your parcel appears lost or arrives damaged, contact us with your order number (and photographs if damaged). We'll open an investigation with the carrier. If a parcel is confirmed lost, we'll arrange a replacement or a full refund, including delivery charges, at your choice.
Changing your delivery address
Please check your address carefully at checkout. If you need to change it, contact us as soon as possible. We can usually amend an address only before the order is dispatched; once a parcel has left our fulfilment centre we may be unable to redirect it, and any delay or extra cost caused by an incorrect address entered at checkout may be the customer's responsibility.
Contact us
Questions about shipping? Email support@velsorie.com or call +44 1545 379066. We aim to reply within 1–2 working days.
EKAURA LTD, trading as Velsorie
Company number: 17046566
Registered office: 114 Rushgrove Avenue, London, United Kingdom, NW9 6RD
Email: support@velsorie.com
Phone: +44 1545 379066