Shipping policy
Shipping Policy
Last updated: 10 June 2026
Thank you for shopping with Velunora Home.
This Shipping Policy explains where we deliver, how long orders normally take, how tracking works, and what to do if a delivery is delayed or cannot be completed.
For assistance, contact:
1. Delivery Area
We currently deliver to addresses within the United Kingdom.
At this time, we do not offer international delivery unless an international shipping option is expressly shown at checkout.
Some remote areas, islands, military addresses, PO boxes, or restricted postcodes may not be eligible for delivery or may require additional time.
If we cannot deliver to your address, we will contact you and issue a refund for any affected item.
2. Shipping Cost
We offer:
Free Standard Tracked Delivery within the United Kingdom
The shipping cost shown at checkout will be the amount charged for delivery.
We do not add hidden delivery, handling, or processing charges after checkout.
3. Order Fulfilment Time
Orders are usually processed within 1–2 business days after successful payment.
Business days are Monday to Friday, excluding UK public holidays.
Orders placed on weekends or public holidays normally begin processing on the next business day.
Fulfilment may take longer if:
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Payment requires additional verification
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The delivery address is incomplete
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The order contains multiple products from different fulfilment locations
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A product is temporarily unavailable
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We need additional information from you
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Exceptional demand or operational disruption occurs
If a significant delay occurs before dispatch, we will contact you where reasonably possible.
4. Transit Time
After dispatch, Free Standard Tracked Delivery normally takes 5–8 business days.
Most customers therefore receive their order within approximately 7–10 business days from the date of purchase.
The delivery estimate is calculated as:
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Fulfilment: 1–2 business days
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Transit: 5–8 business days
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Typical total: 7–10 business days
Delivery times are estimates rather than guarantees unless a guaranteed service is expressly stated at checkout.
5. Estimated Delivery Dates
An estimated delivery date or date range may appear:
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On the product page
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In the shopping cart
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At checkout
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In your order confirmation
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In your dispatch confirmation
The estimate is based on our normal fulfilment time and the carrier’s expected transit time.
Actual delivery may be earlier or later because of circumstances outside our reasonable control.
6. Tracking Information
Where tracking is available, we will send a dispatch confirmation email containing:
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Your tracking number
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The carrier name, where available
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A link to track the shipment
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Relevant delivery information
Tracking may take up to 48 hours after dispatch to display its first update.
Some orders may arrive in more than one parcel. If this happens, you may receive separate tracking numbers.
7. Direct Supplier and Logistics-Partner Fulfilment
Some products may be dispatched directly by approved suppliers, manufacturers, warehouses, or logistics partners.
This means:
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Products in one order may arrive separately
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Different carriers may be used
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Tracking updates may vary between parcels
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The sender name on the parcel may differ from Velunora Home
Direct fulfilment does not affect our responsibility for your order or your statutory consumer rights.
8. Delivery Delays
Delivery may occasionally be delayed because of:
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Severe weather
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Carrier disruption
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Public holidays
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Customs or security checks
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Peak shopping periods
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Remote delivery locations
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Incorrect or incomplete address information
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Transport disruption
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Events outside our reasonable control
If your order has not arrived after 12 business days from the purchase date, contact:
Please include your order number.
We will review the tracking information and investigate with the carrier or fulfilment partner.
An order will not normally be treated as lost while valid tracking confirms that it is still moving through the carrier network.
If the parcel is confirmed lost, we will offer an appropriate remedy, which may include:
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A replacement at no additional charge, or
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A refund to the original payment method
9. Address Accuracy
You are responsible for entering a complete and accurate delivery address at checkout.
Please check:
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Recipient name
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House or flat number
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Street name
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Town or city
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Postcode
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Telephone number
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Delivery instructions
Contact us immediately if you notice an error.
We will try to update the address before dispatch, but changes cannot be guaranteed after an order enters fulfilment.
10. Failed or Undeliverable Deliveries
A delivery may fail if:
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The address is incorrect or incomplete
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The recipient is unavailable
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The property cannot be accessed
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The parcel is refused
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The parcel is not collected
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The carrier cannot safely leave the parcel
If a parcel is returned to the sender, we will contact you where possible.
Where permitted by law, reasonable redelivery, storage, or return costs caused by incorrect customer information, refusal, or failure to collect may be deducted from a refund or charged before redelivery.
11. Safe-Place Deliveries
Some carriers may leave parcels:
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In a nominated safe place
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With a neighbour
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At a collection point
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At another location authorised by the recipient
If you select or authorise a safe-place delivery, responsibility may pass to you when the parcel is delivered to that authorised location.
Please choose delivery instructions carefully.
12. Parcels Marked as Delivered
If tracking says delivered but you cannot locate the parcel:
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Check the delivery address on your order.
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Look around the property and any nominated safe place.
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Ask household members or neighbours.
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Review any delivery photograph or carrier notice.
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Contact the carrier, where appropriate.
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Contact us at support@velunorahome.co.uk.
We may ask for information needed to investigate, including confirmation that the parcel has not been received.
13. Damaged Parcels
If the parcel or product arrives damaged, contact us within 48 hours of delivery.
Please provide:
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Order number
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Clear photographs or video of the damage
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Photographs of the external packaging
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Photographs of the shipping label
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A description of the issue
Keep the product and all packaging until we provide instructions.
Please refer to our Returns & Refunds Policy for the remedies available.
14. Multiple-Item Orders
Products may be fulfilled from different locations.
As a result:
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Items may arrive on different dates
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You may receive multiple tracking links
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One item arriving before another does not necessarily mean the remaining item is missing
You will not be charged additional standard shipping solely because an order is divided into separate parcels.
15. Pre-Orders and Back-Ordered Products
Where a product is offered as a pre-order or back order, the product page will state the expected dispatch or availability date where possible.
If the expected date changes materially, we will contact you.
You may cancel an eligible order before dispatch by contacting us, subject to the terms of our Returns & Refunds Policy and your statutory rights.
16. Order Cancellation Before Dispatch
Contact us as soon as possible if you wish to cancel an order.
Email:
We will try to stop fulfilment, but cancellation cannot be guaranteed after the order has entered processing or been passed to a supplier or carrier.
If the order has already been dispatched, you may need to receive it and follow our returns procedure.
17. Customs and Import Charges
Orders offered for delivery within the United Kingdom should not normally require customers to pay unexpected import charges unless clearly disclosed before purchase.
If any tax, duty, or mandatory charge applies, it must be shown or explained before checkout where required.
Contact us before paying any unexpected customs or import request relating to your order.
18. Returns
Do not return items to the registered office or the sender address shown on the parcel unless we specifically instruct you to do so.
Approved returns must be sent to the authorised return address provided by our support team.
Please review our Returns & Refunds Policy before returning an item.
19. Contact Information
Velunora Home
Email: support@velunorahome.co.uk
Customer service hours:
Monday to Saturday
9:00 AM–6:00 PM UK time
Velunora Home is operated by:
CAPE CAUSE LTD
Company number: 16546207
Registered in England and Wales.
Registered office:
2nd Floor College House
17 King Edwards Road
Ruislip, London
United Kingdom
HA4 7AE
The registered office is not a retail shop, warehouse, fulfilment centre, or customer returns centre.