Shipping policy

Thank you for shopping with Velamuse. This Shipping Policy explains our order-processing times, delivery estimates, shipping charges, tracking process and delivery conditions for orders shipped within the United Kingdom.

Order Processing and Delivery Times

The estimated delivery period consists of two stages: order processing and carrier transit.

Business days are Monday to Friday, excluding UK bank holidays.

  • Order Cut-Off Time: 5:00 PM UK time (GMT/BST). Orders placed after the cut-off time will begin processing on the following business day.
  • Order Processing Time: 1–3 business days.
  • Transit Time: 8–10 business days.
  • Total Estimated Delivery Time: 9–13 business days from the date the order is placed.

Order processing may include payment verification, product inspection, secure packaging and transfer of the parcel to the delivery carrier.

Orders placed on weekends or bank holidays will begin processing on the next business day.

Delivery timeframes are estimates rather than guaranteed delivery dates. Carrier disruption, severe weather, peak seasonal demand, public holidays or other circumstances outside our reasonable control may affect delivery.

Shipping Area and Charges

Velamuse currently ships orders to valid addresses within the United Kingdom.

We offer Free Standard Shipping on all eligible orders. No minimum purchase amount is required, and no additional standard shipping or handling fee will be added at checkout.

Product prices and checkout totals for UK orders are displayed in Pound Sterling (GBP/£).

Any optional premium delivery service, if made available, will be clearly displayed with its applicable cost before payment is submitted.

Order Confirmation

After an order is placed successfully, a confirmation email will be sent to the email address provided during checkout.

The confirmation will normally contain:

  • Your order number
  • The products ordered
  • The delivery address
  • The amount paid
  • The selected delivery method

Please review this information carefully and contact us promptly if any details are incorrect.

Order Tracking

When your order has been dispatched, we will send a shipping-confirmation email containing the available tracking number and a link to the carrier’s tracking service.

Please allow approximately 24–48 hours after dispatch for the carrier to activate or update the tracking information.

Tracking updates are supplied by the delivery carrier and may not appear immediately at every stage of the journey.

Address Changes and Order Modifications

Customers are responsible for providing an accurate and complete delivery address during checkout.

If you notice an error in your delivery information, contact support@velamuse.store as soon as possible.

We will attempt to update the address if the order has not entered processing or been dispatched. Address changes cannot be guaranteed after an order has been transferred to the delivery carrier.

Velamuse is not responsible for delays or failed deliveries directly caused by an incorrect or incomplete address supplied by the customer. However, we will provide reasonable assistance where possible.

Order Cancellations

If you wish to cancel an order, contact support@velamuse.store immediately.

If the order has not been processed or dispatched, we will attempt to cancel it and issue a full refund to the original payment method.

Once an order has entered processing or has been dispatched, cancellation may no longer be possible. After delivery, you may request an eligible return according to our Return and Refund Policy.

Delayed Shipments

We aim to deliver orders within the stated 9–13 business-day timeframe.

Occasional delays may occur because of:

  • Carrier disruption
  • Severe weather
  • Bank holidays
  • Peak seasonal demand
  • Operational or transport disruption
  • Incorrect or incomplete delivery information

If your tracking has stopped updating or your order has not arrived after 13 business days, contact support@velamuse.store. We will review the tracking information and contact the delivery carrier where appropriate.

Lost Packages

If tracking information indicates that a parcel may be lost, contact us with your order number and delivery details.

We will investigate the shipment with the carrier. If the parcel is confirmed as lost, we will arrange an appropriate replacement or refund.

Please do not submit multiple claims for the same shipment while an investigation is in progress.

Packages Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it:

  • Check around the delivery location and any designated safe place.
  • Ask other members of the household or nearby neighbours.
  • Review any delivery photograph or carrier notice.
  • Contact the carrier using the tracking information.
  • Notify Velamuse if the parcel remains missing.

We will review the available delivery information and assist with the carrier investigation where appropriate.

Damaged Packages

Please inspect your parcel and footwear shortly after delivery.

If the package or product arrives damaged, contact support@velamuse.store as soon as possible and provide:

  • Your order number
  • A description of the damage
  • Clear photographs of the footwear
  • Photographs of the external packaging
  • A photograph of the shipping label

Please retain the product and packaging until the issue has been reviewed.

Damaged-product returns and refunds are handled according to our Return and Refund Policy.

Failed Delivery and Returned Parcels

A delivery may be unsuccessful if:

  • The delivery address is incomplete or incorrect.
  • Nobody is available to receive the parcel where a signature is required.
  • The parcel is not collected from a designated collection point.
  • Delivery is refused.
  • The carrier cannot access the delivery location.

If a parcel is returned to us, contact our support team. We will review the circumstances and advise whether redelivery or a refund is available.

Additional delivery costs resulting from an incorrect customer-provided address or repeated failed delivery attempt may be deducted or charged where appropriate and disclosed to the customer in advance.

Contact Information

For shipping, tracking or delivery-related questions, contact us using the details below:

Trade Name: Velamuse

Support Email: support@velamuse.store

Phone Number: +44 343 337 7889

Business Hours: Monday to Friday, 9:00 AM–5:00 PM (UK Time – GMT/BST)

Business Address: 91 Gwynedd Ave, Swansea, SA1 6LH, United Kingdom