Effective Date: 1st January 2026
Velderra ships from the United Kingdom to customers in the UK, Europe, and selected international destinations. All orders are processed with care to ensure safe, timely delivery.
If you have any questions about delivery or returns, please contact us via our Contact Support page and select ‘Legal Support’ from the dropdown menu.
UK Orders (Royal Mail)
Processing Times
Orders are processed Monday to Friday. You will receive an order confirmation once your purchase is complete, followed by a dispatch notification with tracking details where available.
Delivery Services
We use Royal Mail for UK deliveries. Available services and estimated delivery times are shown at checkout. Delivery times may vary during peak periods or due to Royal Mail operational delays.
Delivery Costs
Delivery charges are calculated at checkout.
If you return your order under your statutory cancellation rights, we will refund the cost of standard delivery.
European Orders
Delivery Services
European orders are shipped using Royal Mail International services or an equivalent courier, depending on destination and parcel size. Estimated delivery times are shown at checkout.
Customs & Duties
Orders shipped to EU countries may be subject to import duties, taxes, or handling fees. These charges are set by your local customs authority and are the responsibility of the recipient.
Tracking
Tracking availability varies by destination. Where tracking is available, details will be included in your dispatch email.
International Orders
Delivery Services
We ship to selected international destinations outside Europe. Delivery options and estimated times are displayed at checkout.
Customs, Duties & Import Fees
International shipments may incur customs duties, taxes, or clearance fees. These vary by country and are the responsibility of the recipient. Velderra cannot predict or control these charges.
Restrictions
Some destinations may have restrictions on certain materials or product types. If an order cannot be shipped due to local regulations, we will contact you to arrange a refund.
Order Issues & Delivery Problems
If your order is delayed, missing, or arrives damaged, please contact us as soon as possible. We will work with the carrier to resolve the issue and keep you updated throughout.
Returns & Cancellations
Velderra complies with UK consumer law, including your right to cancel most online purchases.
Your Right to Cancel
You may cancel your order within 14 days of receiving your goods.
You do not need to provide a reason.
To cancel, contact us via the Contact Support page and select ‘Legal Support’.
Returning Your Order
After notifying us of your cancellation, you have 14 days to return the goods.
Unless the item is faulty, you are responsible for the cost of returning the goods.
Condition of Returned Items
You may inspect the goods as you would in a shop.
If the item has been used beyond this, we may make a reasonable deduction to reflect any loss in value.
Refunds
Once we receive your returned item, we will issue a refund within 14 days.
Your refund will include:
– The full purchase price
– The cost of standard delivery (if paid)
Faulty or Incorrect Items
If your item is faulty, damaged, or not as described, please contact us immediately.
You are entitled to a repair, replacement, or refund.
We will cover the cost of returning faulty items.
Items Excluded from Cancellation
The following items cannot be returned unless faulty:
– Custom‑made or personalised products
– Products that cannot be resold due to their nature once opened or used
Velderra will always make exclusions clear on the relevant product page.
How to Start a Return
1. Visit our Contact Support page.
2. Select ‘Legal Support’ from the dropdown menu.
3. Provide your order number and details of your request.
4. We will reply with the return address and next steps.