Store Policy

Our Commitment

At Velmora UK, we curate the finest pet essentials with a focus on quality, aesthetics, and functionality.

Our Store Policy is designed to ensure a seamless and transparent experience for our community.

1. Shipping & Logistics

As a boutique focused on international curation, our logistics process is optimized for efficiency and safety.

Processing Time: Orders are typically processed within 1–3 business days.

Delivery Windows: Estimated delivery is 7–15 business days across the United Kingdom.

Tracking: All orders include a tracking number, provided via email as soon as the package is dispatched.

Duties & Taxes: For UK customers, all applicable taxes are included at checkout. No hidden fees.

2. Returns & Exchanges (14-Day Guarantee)

We want you and your pet to be completely satisfied. In compliance with the UK Consumer Rights Act:

Cooling-off Period: You have 14 days from the date of delivery to request a return.

Condition: Items must be unused, in their original packaging, and in the same condition as received.

Exchanges: If you need a different size or colour, please contact our support team. The fastest way is to return the original item and place a new order.

3. Faulty or Damaged Items

If an item arrives damaged or faulty, please contact us within 48 hours of receipt at support@velmora.co.uk with photos of the issue. We will arrange a priority replacement or a full refund at no extra cost to you.

4. Order Cancellations

Once an order has entered the "Processing" stage, we may not be able to cancel it. If you need to make changes, please reach out to us immediately.

5. Secure Shopping

Your security is our priority. Our store uses industry-standard SSL encryption to protect your data. We accept all major credit cards, Apple Pay, and PayPal.

6. Customer Support

Our dedicated team is here to assist you.

Inquiries: Please use our Contact Us page or email ukvelmora@gmail.com
Response Time: We aim to respond to all inquiries within 24 business hours (Mon-Fri).