Frequently Asked Questions (FAQ)
Delivery
Where do you deliver orders?
We deliver to all addresses within the United Kingdom.
How can I track my order?
Once your order is confirmed, you’ll receive an email with your order number. You can track your parcel on the Track Your Order page using your order number or email.
Where can I place an order?
Orders can be placed within the United Kingdom only.
How long does it take for an order to be processed?
Processing takes 1–2 business days (Mon–Fri) for orders placed before 17:00 GMT.
What is the delivery time?
Delivery usually takes 4–8 business days after dispatch. Total delivery time is generally 5–10 days (1–2 days handling + 4–8 days delivery).
How much does shipping cost?
Shipping is completely free.
Returns and Exchanges
What is your return policy?
You may return items within 30 days of receiving your order. Return shipping is paid by the customer unless the item is defective or incorrect. Refunds are issued to the original payment method. More details can be found in our Return Policy.
Are there any exceptions to the right of return?
Partial refunds may be issued if the product:
- Shows signs of wear
- Is not in original condition
- Is damaged or missing parts not caused by us
See our Return Policy for more information.
Can I exchange a product?
Yes, you can exchange for a different size, colour, or model. Contact us for instructions. Return shipping is customer-paid unless the item is defective.
Do you provide return labels?
No, customers must arrange and pay for return shipping.
When will I receive my refund?
Refunds are processed within 14 business days after approval.
Can I return a product without contacting you first?
No. Please wait for confirmation and instructions before returning any item. Unauthorised returns are at your own risk.
Payments
Which payment methods do you accept?
We accept:
- Visa
- Mastercard
- American Express
- Maestro
- Klarna (Pay Now, Pay Later, Instalments)
- Shop Pay
- Apple Pay
Customer Support
I have an issue with my order. How can I contact you?
You can reach us through our Contact Page or email info@velorianlight.com. We reply within 24 hours on business days.
Contact Information
Store Name: Velorian Light
Company Name: KvK Stores
Company Number: 90387686
Address: 85, 6845 DW Arnhem, Gelderland, Netherlands
E-Mail: info@velorianlight.com
Contact Form: Contact
Phone: +44 7476980302
Our customer service is available Monday to Friday, from 9 AM to 5 PM (GMT).