FAQ

Frequently Asked Questions (FAQ)

Shipping

How long does delivery take?

We process orders within 24–72 hours. Once shipped, delivery usually takes 5–14 business days. You will receive a shipping confirmation email with a tracking link as soon as your order is on its way.

Can I change my shipping address after ordering?

Yes, but changes must be requested within 1 hour of placing your order. After this, orders are already processed and no further changes are possible.

How can I track my order?

You can track your order using the tracking number provided in your confirmation email. Please note that tracking updates may appear with a delay, especially for international shipments. It is normal for the status to remain on “Info received” until the package reaches the UK.

Do you offer free shipping?

Yes, we offer free premium shipping on all orders, with no minimum spend required.

Do you ship internationally?

Currently, we only ship within the United Kingdom. Orders are shipped directly from our trusted international fulfilment partners.

What happens if I am not home when my package arrives?

Your local carrier may leave a notice with instructions for redelivery or pick-up at a nearby location.

What happens if my package is lost?

If your package is lost in transit, please contact us as soon as possible. We will arrange a free replacement item, unless the loss was caused by an incorrect shipping address provided by you.

Returns & Exchanges

What is your return policy?

You can return your order within 30 days of receipt, provided items are in their original condition and packaging. Sale and promotional items cannot be refunded. Instead, we offer a replacement item at no additional cost, with the customer covering shipping.

How do I start a return?

Email us at info@velloralondon.com with your order number and the items you wish to return. We will provide instructions and the correct return address.

How long does it take to get my refund?

Refunds are processed within up to 14 business days after we receive and inspect your return.

Can I exchange an item for another size?

Yes, exchanges are possible as long as the requested size is in stock.

Sizing & Product Information

How do I choose the right size?

Please refer to the size chart listed on each product page. Our clothing fits true to the listed measurements.

What if my size is between two sizes?

We recommend choosing the larger size for a more comfortable fit.

How should I care for my clothing?

Each garment includes a care label with instructions on how to maintain its quality and fit.

Payments

Which payment methods do you accept?

We accept major credit cards, Apple Pay, and Google Pay.

Is my payment information safe?

Yes. Our checkout process uses secure encryption technology, and all transactions are processed safely through our payment providers.

Do you accept cash on delivery?

No, we only accept secure online payments at checkout.

Order Changes & Cancellations

Can I cancel my order?

Yes, you can cancel your order within 1 hour of placing it. After this period, your order will already be processed and cannot be cancelled. If you no longer want the items, you can return them once delivered.

Can I change my order after it has been made?

Yes, but only within 1 hour of placing your order. After this time, no changes are possible.

Other Questions

I received the wrong item, what should I do?

Please contact us immediately at info@velloralondon.com and provide a photo of the incorrect item. We will arrange a replacement at no extra cost.

Do you offer gift cards?

Not at this time.

Can I pre-order items that are out of stock?

No, but you can sign up for restock notifications on the product page.

Will my package come in one box?

Not always. If you ordered multiple items, they may arrive in separate packages from our fulfilment partners.

Why doesn’t my tracking update every day?

Tracking only updates when your package moves to a new location or is scanned by the carrier. International shipments may show fewer updates until they arrive in the UK.

Do you include invoices or prices in the package?

No. Our packages do not include invoices or price information, making them gift-friendly.

Can I choose a specific delivery date?

No, we cannot guarantee exact delivery dates.

Will I receive a confirmation email after placing an order?

Yes, you will receive an order confirmation email immediately after placing your order. If you do not see it, please check your spam or junk folder, or contact us for assistance.