Shipping policy

Shipping Policy

Last updated: 16 September 2026

VELORA Beauty ships orders to customers worldwide. This Shipping Policy explains our order processing, delivery estimates, tracking, customs charges and procedures for delayed, lost or damaged parcels.

Store operator

VELORA Beauty is operated by:

Arthur Brown
47 Merryland St
Glasgow G51 2QG
United Kingdom

Email: support@velorabeauty.com

Payments are received and processed on behalf of VELORA Beauty by Arthur Brown in the United Kingdom.

The store operator’s address is not necessarily the location from which every order is dispatched. We may use fulfilment partners and warehouses in different countries to deliver orders efficiently.

Order processing

Orders are normally processed within 1–3 business days after payment has been successfully authorised.

Business days are Monday to Friday, excluding public holidays.

Processing may take longer during:

  • Product launches;

  • Promotional events;

  • High-volume shopping periods;

  • Public holidays;

  • Stock checks;

  • Payment or address verification;

  • Events outside our reasonable control.

You will receive an order confirmation after placing an order. A separate dispatch confirmation will normally be sent when the parcel leaves the warehouse.

Estimated delivery times

Delivery estimates begin after an order has been processed and dispatched.

Typical delivery estimates are:

Destination Estimated delivery after dispatch
United Kingdom 4–10 business days
Europe 6–14 business days
United States and Canada 7–15 business days
Australia and New Zealand 8–18 business days
Other international destinations 10–25 business days

These are estimates rather than guaranteed delivery dates.

The delivery estimate displayed at checkout or in the order confirmation should be treated as the current estimate for your order.

Customs inspections, remote delivery locations, carrier disruption, severe weather and local holidays may extend delivery times.

Unless another delivery period has been agreed, UK consumer orders will be delivered within the period required by applicable law.

Shipping charges

Available shipping methods and charges are displayed at checkout before payment.

Shipping charges may depend on:

  • Delivery country;

  • Parcel weight or size;

  • Selected delivery service;

  • Order value;

  • Available promotions.

Where free shipping is offered, the applicable minimum spend, country restrictions or promotional conditions will be displayed on the website.

Worldwide shipping

We ship to most countries and regions.

We may be unable to deliver to certain locations because of:

  • Carrier limitations;

  • Import restrictions;

  • Sanctions or legal restrictions;

  • Product-specific transportation rules;

  • Security concerns;

  • Service disruption.

If we cannot fulfil an accepted order to the supplied destination, we will contact you and issue an appropriate refund.

Customers are responsible for confirming that the ordered product may lawfully be imported and used in their country.

Fulfilment locations

Products may be dispatched from different warehouses or fulfilment partners.

The country from which a parcel is dispatched may differ from:

  • The United Kingdom business address;

  • The customer’s country;

  • The payment-processing location.

An order containing multiple products may arrive in separate parcels. Where available, separate tracking details will be provided for each parcel.

Customers will not be charged additional product costs merely because an order is split into multiple shipments. Import charges may still be assessed independently by local authorities.

Tracking

Where tracking is available, we will send a tracking number by email after dispatch.

Tracking information may take 2–5 business days to become active after the shipping label is created.

Some local postal services provide limited tracking updates. A parcel may continue moving even when the tracking page has not recently changed.

If tracking has not updated for more than seven business days, contact support@velorabeauty.com with your order number.

Customs, duties and import taxes

International orders may be subject to:

  • Customs duties;

  • Import VAT or sales tax;

  • Brokerage fees;

  • Carrier handling charges;

  • Other charges imposed by the destination country.

Unless checkout expressly states that duties and taxes are included, these charges are not included in the product price or shipping charge collected by VELORA Beauty.

The customer is responsible for paying charges imposed by customs authorities, tax authorities or delivery providers in the destination country.

VELORA Beauty does not control these charges and cannot guarantee their amount. Contact your local customs authority before ordering if you need an estimate.

Refusing to pay customs charges may result in the parcel being delayed, abandoned, destroyed or returned. Any refund will be handled in accordance with applicable law and our Return and Refund Policy. Reasonable costs caused by an unjustified refusal may be deducted where legally permitted and properly evidenced.

Address accuracy

Customers are responsible for providing a complete and accurate delivery address.

Before submitting an order, check:

  • Recipient name;

  • Street and building number;

  • Apartment or unit number;

  • City and region;

  • Postal code;

  • Country;

  • Telephone number.

Contact support@velorabeauty.com immediately if an address is incorrect.

We will try to update the address before dispatch but cannot guarantee that a change will be possible after processing has started.

If a parcel is returned because the customer supplied an incomplete or incorrect address, we will contact the customer to discuss redelivery or a refund. Additional delivery costs may apply where legally permitted.

Delivery attempts

The carrier may:

  • Leave the parcel in a safe place;

  • Deliver it to a neighbour;

  • Send it to a collection point;

  • Request a signature;

  • Attempt redelivery.

Customers are responsible for following carrier instructions and collecting parcels within the carrier’s stated period.

A parcel that is not collected may be returned to the sender. Additional redelivery costs may apply where the missed collection was not caused by us or the carrier.

Delayed orders

Check the tracking information and delivery estimate before contacting us.

If an order has not arrived by the end of the estimated delivery window, email support@velorabeauty.com with:

  • Your full name;

  • Order number;

  • Delivery address;

  • Tracking number, if available.

We will review the available tracking information and contact the carrier or fulfilment provider where appropriate.

An international parcel is not automatically considered lost because it has exceeded the estimated delivery date. Customs and carrier investigations may require additional time.

Where delivery has not occurred within the agreed or legally required period, customers may have the right to request redelivery, cancellation or a refund under applicable law.

Parcels marked as delivered

If tracking shows that a parcel was delivered but you cannot find it:

  1. Check the delivery address in your order confirmation;

  2. Look around the delivery location and any designated safe place;

  3. Ask members of your household, neighbours or building reception;

  4. Check for a delivery notice;

  5. Contact the carrier using the tracking number;

  6. Contact us if the parcel remains missing.

Please notify us as soon as reasonably possible. We may ask the carrier to provide delivery confirmation, location data or other evidence.

A “delivered” tracking status does not automatically remove any rights available to you under applicable law.

Lost parcels

Where a parcel appears to be lost, we may open an investigation with the carrier.

Carrier investigations may take several business days. We may ask you to confirm that the parcel was not received or to provide information reasonably necessary for the investigation.

If the parcel is confirmed lost, we will offer an appropriate remedy, which may include:

  • Replacement shipment;

  • Refund to the original payment method;

  • Another solution agreed with you.

Damaged parcels

Inspect the products after delivery.

If an item arrives damaged, contact support@velorabeauty.com as soon as reasonably possible and provide:

  • Order number;

  • Description of the damage;

  • Photographs of the product;

  • Photographs of the internal and external packaging;

  • Photograph of the shipping label, where possible.

Keep the damaged item and packaging until we confirm whether they are required for an investigation or return.

Requesting photographs helps us verify the issue and does not restrict your statutory rights.

Incorrect or missing items

If the parcel contains an incorrect product or an item is missing, contact us with the order number and photographs of the parcel contents.

Where the issue is confirmed, we will provide an appropriate remedy without charging additional product or standard delivery costs.

Order changes and cancellations

Contact support@velorabeauty.com as soon as possible if you need to change or cancel an order.

We cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched.

If the parcel has already been dispatched, the applicable return procedure will apply.

Any statutory cancellation rights remain unaffected.

Returns to sender

A parcel may be returned to the sender because of:

  • Incorrect or incomplete address information;

  • Failed delivery attempts;

  • Failure to collect the parcel;

  • Refusal to pay required import charges;

  • Import restrictions;

  • Carrier error.

If a parcel is returned, contact us to discuss redelivery or a refund.

Where legally permitted, actual shipping, return or customs costs caused by inaccurate customer information, failure to collect or unjustified refusal may be deducted from a refund. We will not deduct costs caused by our error, a carrier error for which we are responsible, or a faulty or incorrectly supplied product.

Shipping restrictions

Products cannot be sent to:

  • Addresses prohibited by law;

  • Countries or territories subject to applicable shipping restrictions;

  • Locations not served by available carriers;

  • Invalid or unverifiable addresses.

We reserve the right to decline an order before acceptance if we cannot legally or reasonably arrange delivery.

Contact us

For shipping questions, delayed orders or delivery problems, contact:

VELORA Beauty
Operator and payment recipient: Arthur Brown
47 Merryland St
Glasgow G51 2QG
United Kingdom

Email: support@velorabeauty.com