Delivery & Returns

VELOUSTI delivery, processing and returns. For VELOUSTI made-to-order products, the current estimated production and dispatch window is 3–4 weeks from purchase unless the individual product page states otherwise. This is a production and dispatch estimate, not the delivery date. For refund-focused information, see our Refund Policy.

Processing and production times

For VELOUSTI made-to-order products, the current estimated production and dispatch window is 3–4 weeks from purchase unless the individual product page states otherwise.

Carrier transit begins after dispatch. Where a product clearly states a different made-to-order or pre-order timeframe before purchase, that product-specific timeframe forms part of the delivery arrangements for that order.

Other VELOUSTI products may have different stock, processing or fulfilment arrangements. Always check the individual product page for current availability and dispatch information before ordering.

Shipping methods and charges

VELOUSTI ships to destinations made available at checkout. Available shipping methods and any applicable delivery charges are shown before payment is completed.

Delivery estimates and delays

Delivery and dispatch dates are estimates unless we expressly state that a date is guaranteed. Carrier, customs, weather or other events outside our reasonable control can occasionally cause delays. If a delay occurs, VELOUSTI remains your point of contact and will assist with the shipment. Nothing in this section removes any right you may have under applicable consumer law if goods are not delivered within the agreed period.

Incorrect delivery address

Please check the delivery address carefully before placing your order. If you provide an incorrect or incomplete address, contact us as soon as possible. We cannot guarantee that an address can be changed after fulfilment or dispatch has begun. Where a shipment must be re-routed, returned or re-sent because of an address supplied incorrectly by the customer, reasonable additional delivery costs may be payable where permitted by law.

Lost, missing or marked-delivered parcels

If tracking shows a parcel as delivered but you have not received it, please contact VELOUSTI Customer Care so we can investigate with the carrier. For consumer orders, risk remains with VELOUSTI until the goods come into the physical possession of you, or a person you identify to take possession of them, except where the law provides otherwise because you independently arranged a carrier that we did not offer.

UK online cancellations and returns

For eligible UK online purchases of standard goods, you can cancel before delivery or notify us within 14 days after receiving your goods, then have a further 14 days to return them. Made-to-order status alone does not remove this right where the product is a standard design or uses standard options. Goods made to your individual specifications or clearly personalised may fall within a legal change-of-mind exception.

For change-of-mind returns, the customer is responsible for return postage unless we agree otherwise. Faulty, damaged, incorrect or not-as-described goods are handled in accordance with your statutory rights.

Refund method and fees

Eligible refunds are returned to the original payment method unless you expressly agree to another method. We do not automatically issue monetary refunds as store credit and we do not charge a refund or restocking fee where you are exercising statutory consumer rights.