Shipping policy
When Will My Order Ship?
Orders are typically processed within 1–3 business days after purchase. Once your order has been processed, it will be prepared and dispatched as quickly as possible.
You will receive a confirmation email with tracking information once your order has been shipped.
Shipping Times
Estimated delivery times:
- United Kingdom: 4–7 business days
Most orders arrive within 4–6 business days, although occasional delays may occur during busy periods, public holidays, severe weather conditions, carrier delays, or other unforeseen circumstances.
While we work closely with our shipping partners to ensure timely delivery, we cannot guarantee exact delivery dates.
Can I Cancel My Order?
Orders may be cancelled within 24 hours of purchase at no cost.
To request a cancellation, please contact us at support@velourapets.co with the subject line “CANCEL”.
Once an order has been processed or shipped, cancellation may no longer be possible.
I Entered an Incorrect Address
If you notice an error in your shipping address, please contact us as soon as possible by replying to your order confirmation email or emailing us at support@velourapets.co.
We will do our best to update the address before the order is processed and shipped.
Please note that we cannot guarantee address changes once an order has entered the processing or shipping stage.
My Item Arrived Damaged, Defective, or Incorrect
We take great care to ensure that every order arrives in excellent condition.
If your item arrives damaged, defective, or if you receive the wrong item, please contact us within 7 days of delivery and include:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
Once we review and confirm the issue, we will gladly provide a full refund or another appropriate solution at our discretion.
Need Help?
If you have any questions regarding your order, shipping, or delivery, please contact us at:
We aim to respond to all inquiries within 24 hours.