Order & Delivery

At Velency Living, we are committed to processing and delivering your orders as efficiently as possible. Below, you will find detailed information on order processing, shipping times, and tracking.

1. Order Processing & Handling

  • Most orders are processed within 1-3 business days (excluding weekends and public holidays) after receiving your order confirmation email.
  • Once your order has been shipped, you will receive an email notification with tracking information.

2. Shipping Costs & Delivery Estimates

We offer free standard shipping on all orders. Delivery times may vary depending on product size and destination.

United Kingdom

  • Processing Time: 1-3 business days
  • Shipping Time: 5-10 business days

International Orders

  • Processing and shipping times vary based on location. Estimated delivery times will be provided at checkout.

Please note that delivery times may be affected by holidays, customs delays, or unforeseen circumstances.

3. Customs Duties & Import Taxes

  • Orders shipped outside the UK may be subject to import duties, VAT, and customs fees, which are determined by the destination country.
  • These charges are not included in our prices and must be paid by the recipient.
  • Velency Living is not responsible for any customs delays or additional fees imposed by the destination country.

For more information, please check with your local customs office.

4. How to Track Your Order

To check your order status at any time:

  1. Go to our Order Tracking Page at www.velency-living.com/track-order.
  2. Enter your order number and email address.
  3. Click "Track My Order" to view the latest updates.

If tracking information is not available immediately, please allow 48 hours for updates to appear in the system.

If you have not received your order within 30 days of receiving your shipping confirmation, please contact us at info@velency-living.com with your order details, and we will investigate the matter.

5. Returns, Refunds & Exchanges

Please refer to our Returns & Refunds Policy for full details.

We accept returns within 30 days of delivery, provided that the item is unused and in its original condition. Once we receive and inspect your return, we will issue a full refund minus return shipping costs unless the item was faulty or incorrect.

6. Lost, Damaged, or Stolen Orders

If your package is lost, stolen, or arrives damaged, please contact us immediately.

  • If your order was damaged during shipping, please send clear photos of the damaged product and packaging to info@velency-living.com within 48 hours of delivery.
  • If your order was lost or stolen, we will assist you in filing a claim with the carrier.

Shipping Protection (Optional Service)

For added peace of mind, we offer Shipping Protection, which can be added at checkout. If you purchased this protection and your package is lost, stolen, or damaged, you may request a replacement order by:

  1. Visiting www.velency-living.com/shipping-claim or emailing info@velency-living.com.
  2. Providing your order number and email address.
  3. Selecting whether your package was lost, stolen, or damaged.
  4. Submitting the request for a replacement.

Once your claim is approved, a replacement order will be shipped at no additional cost.

Please note:

  • Shipping Protection is optional and must be added at the time of purchase.
  • Replacement orders will only be issued once the original order is confirmed as lost, stolen, or damaged.

7. Policy Updates

Velency Living reserves the right to update this policy at any time. The latest version will always be available on our website.

For any questions or concerns regarding your order, please contact our customer support team at info@velency-living.com.