Shipping Policy
Last updated: 17 September 2026
This Shipping Policy explains how VELISSE SL processes and delivers orders placed through www.velisse.com.
Business name: VELISSE SL
Trading name: Velisse
Business address: 48 Kensington Park Road, London W11 3BU, United Kingdom
Email: info@velisse.com
Website: www.velisse.com
1. WHERE WE DELIVER
Velisse currently delivers only within the United Kingdom.
Orders placed with a delivery address outside the United Kingdom may be cancelled and refunded.
2. DELIVERY TIME
Our estimated delivery time is:
3 to 7 working days
Working days are normally Monday to Friday, excluding UK public and bank holidays.
Our 3 to 7 working day delivery period is an estimate and may occasionally be affected by circumstances outside our reasonable control.
UK distance-selling rules require traders to tell customers how long delivery is expected to take before purchase, and goods must generally be delivered within 30 days unless a different period has been agreed.
3. ORDER PROCESSING
Once your order has been successfully placed and payment has been confirmed, we begin preparing it for shipment.
You will receive an order confirmation using the contact details provided during checkout.
Please ensure that your email address and delivery details are correct before completing your purchase.
4. DELIVERY CHARGES
Any applicable delivery charge will be shown clearly during checkout before you complete your order.
The amount charged may depend on the delivery option available at the time of purchase.
You will always be able to review the total cost of your order before payment.
5. ORDER TRACKING
Where tracking is available, we will provide tracking information after your order has been dispatched.
Tracking information may be sent by email or made available through the order tracking system on our website.
Please note that tracking information may take some time to update after a parcel has been handed to the carrier.
6. DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address.
Please check the following carefully before placing your order:
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Full name
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House or building number
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Street name
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Town or city
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Postcode
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Contact details
If you notice an error after placing your order, contact us immediately at:
We will try to help wherever possible, but we cannot guarantee that an address can be changed after the order has entered fulfilment or has been dispatched.
7. INCORRECT OR INCOMPLETE ADDRESSES
If a parcel cannot be delivered because the delivery address provided by the customer is incorrect or incomplete, additional delivery arrangements may be required.
Please contact us as soon as possible if you believe you entered incorrect delivery information.
8. DELIVERY DELAYS
Most orders are expected to arrive within 3 to 7 working days, but delays may occasionally occur.
Possible causes of delay may include:
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Courier disruption
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Severe weather
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Public holidays
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Peak shopping periods
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High parcel volumes
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Transport disruption
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Operational issues affecting the carrier
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Incorrect delivery information
If your order has not arrived within the expected delivery period, contact:
We will help investigate the status of your order.
9. LOST PARCELS
If tracking indicates that your parcel may be lost, or your order has not arrived after a reasonable period, contact us at:
Please include:
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Your full name
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Your order number
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The email address used to place the order
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Your delivery address
We may contact the delivery provider to investigate the shipment.
If a parcel is confirmed as lost, we will provide an appropriate remedy in accordance with your consumer rights and the circumstances of the order.
10. DAMAGED PARCELS
If your parcel arrives visibly damaged, please contact us as soon as possible.
Where reasonably necessary, we may ask you to provide:
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Your order number
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A description of the problem
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Photographs of the damaged packaging
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Photographs of the affected product
This helps us investigate the issue and provide the appropriate solution.
11. INCORRECT ITEMS
If you receive an item that is different from the product you ordered, contact:
Please include your order details and a clear description of what you received.
We will investigate the issue and arrange the appropriate solution.
12. MISSING ITEMS
If your order contains multiple products or promotional items and something appears to be missing, please contact us.
Please include:
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Your order number
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Your name
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The item you believe is missing
We will review the order and assist you.
13. DELIVERY CONFIRMATION
A carrier may mark an order as delivered once it has been left at the delivery address, with a household member, in an agreed safe place or according to the carrier's delivery procedure.
If tracking shows your parcel as delivered but you cannot locate it, we recommend first checking:
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Around the delivery address
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With other members of your household
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With neighbours where appropriate
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Any safe place used by the courier
If you still cannot locate the parcel, contact us at:
14. FAILED DELIVERY ATTEMPTS
If the courier is unable to complete delivery, they may:
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Attempt delivery again
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Leave instructions for redelivery
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Deliver the parcel to a collection point
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Return the parcel to the sender
The exact procedure depends on the delivery provider.
Please follow any tracking or delivery instructions supplied by the carrier.
15. DELIVERY TIMES ARE ESTIMATES
Unless specifically agreed otherwise, delivery dates and timeframes displayed on our website are estimates.
We will make reasonable efforts to deliver orders within the stated 3 to 7 working day period.
If a delay becomes significant or delivery cannot be completed, your statutory consumer rights remain unaffected.
16. CANCELLATION BEFORE DELIVERY
If you wish to cancel an order, contact us as soon as possible at:
If the order has not yet entered fulfilment or been dispatched, we may be able to cancel it before shipment.
If the order has already been dispatched, your cancellation and return rights will be handled in accordance with our Returns & Refund Policy and applicable UK consumer law.
Online customers generally have a limited statutory right to cancel eligible orders after delivery, subject to the applicable rules and exceptions.
17. STANDARD DELIVERY COSTS AND CANCELLATIONS
Where a customer exercises a statutory cancellation right and the law requires us to refund the original standard delivery cost, we will do so.
If the customer selected a more expensive delivery service than our standard option, the additional premium above the standard delivery cost may not be refundable where permitted by law.
This is separate from our voluntary 30 day money back guarantee, under which the original shipping charge is not included unless the law requires otherwise.
18. ORDERS RETURNED TO SENDER
A parcel may occasionally be returned to us because:
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The address was incomplete
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The address was incorrect
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Delivery was refused
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The parcel was not collected
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The courier could not complete delivery
If this occurs, contact us so we can review the situation and explain the available options.
19. CUSTOMER RESPONSIBILITY
Customers are responsible for:
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Providing accurate delivery information
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Monitoring available tracking updates
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Following carrier instructions where required
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Contacting us promptly if a delivery problem occurs
Nothing in this section removes any consumer rights provided by applicable law.
20. CONTACT US
If you have any questions about delivery or need help with an order, contact us at:
VELISSE SL
Velisse
48 Kensington Park Road
London W11 3BU
United Kingdom
Email: info@velisse.com
Website: www.velisse.com