Velsvoir

Frequently Asked Questions

DELIVERY

HOW DO I KNOW IF MY ORDER HAS BEEN SENT?

As soon as your order is dispatched, you will receive an email to confirm that your order has been processed. From there it should be delivered within the timescale we advertise.

WHAT ARE YOUR UK DELIVERY CHARGES?

The cost for our standard service within the UK is a flat rate of £5.00 regardless of the value or number of items ordered. All orders are dispatched with full insurance against loss or damage.

HOW LONG DOES DELIVERY TAKE?

Our standard delivery is by Royal Mail and will typically take 2 working days within the UK.

IS THERE AN EXPRESS OR NEXT DAY DELIVERY SERVICE?

Yes, you can order a Special Next Day delivery service. Just select this option when checking out in the Velsvoir shop.

DO YOU DELIVER OVERSEAS?

Yes, please find details on our overseas shipping on our delivery page.

DO YOU DELIVER TO BFPO?

Yes we deliver to BFPO addresses.

DO I HAVE TO SIGN FOR THE PARCEL?

Yes. It is advised that someone is present at the delivery address to sign for your package.

CAN I SEND MY ORDER TO A DIFFERENT DELIVERY ADDRESS?

During the checkout process you have the option of adding an alternate address for delivery. Once the order has been placed we are unable to amend the delivery address. This is because our payment gateway uses the information supplied by the customer to perform checks as part of its process to combat online fraud. These measures are in place to protect the customer and ultimately would ensure that nobody should be able to use your card on our website if it was lost, stolen, or cloned.

WHAT DO I DO IF I DON’T RECEIVE MY ORDER?

If you haven’t received your order within the stated timescale, the first thing you should do is call us on +44 (0)203 086 8556 or email us at sales@velsvoir.com, and we will look into your order.

WHAT IF AN ITEM IS MISSING FROM MY ORDER?

If you think that an item is missing from your order please call us on +44 (0)203 086 8556 or email us at sales@velsvoir.com, and we will be more than happy to help.

WHAT IF I HAVE RECEIVED A FAULTY OR INCORRECT ITEM?

If you have received an incorrect or faulty item you will need to return it to us for inspection Once the item has been confirmed as faulty or incorrect a refund or replacement will be processed.

RETURNS

WHAT IS YOUR RETURNS POLICY?

In accordance with UK distance selling regulations, you have the right to cancel your order within 7 working days following delivery of your order and, if necessary, return the goods to us for a full refund. You must notify us in writing during this period of your intention to cancel by email. Should you wish to cancel your order, any goods supplied must be returned within 7 days of your notice to cancel. Providing the goods are returned in the original condition with all packaging and tags you will receive a full refund.

HOW CAN I RETURN UNWANTED ITEMS?

Please return the unwanted items back to us in the original packaging with tags still attached. If your order comes with no invoice simply include a note with your order number, items to be returned, reason for returning and whether you want an exchange or refund.

Velsvoir
Web Returns
34 South Molton Street,
Mayfair,
London,
W1K 5RG

HOW LONG DO I HAVE TO RETURN AN ITEM?

You have 28 working days to return any item which has been unworn with all tags still attached.

HOW LONG DOES A RETURN TAKE TO PROCESS?

Once we have received the item we will contact you by email, if you request a refund we will process it immediately, it then tends to take 3-5 working days to clear in to the card holders account depending on who you bank with. If the item is for an exchange this takes 3-5 working days to be dispatched.

DO I HAVE TO PAY TO RETURN THE ITEM?

All returns are the responsibility of the customer until received by ourselves, and we strongly advise customers to use an insured delivery service which can be tracked. The cost of returning all items is the responsibility of the customer.

WHAT DO I DO IF I HAVE LOST MY INVOICE?

If you have lost your invoice our returns address is:

Velsvoir
Web Returns
34 South Molton Street,
Mayfair,
London,
W1K 5RG

MY RETURN WAS PROCESSED BUT I WASN’T REFUNDED MY DELIVERY CHARGE?

We will refund you the cost of goods but the delivery charge is non-refundable, except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty or incorrect.

WHAT IF I HAVE BEEN REFUNDED THE INCORRECT AMOUNT?

If you believe we have made a mistake on your refund please email us at sales@velsvoir.com as soon as possible and we will try and sort it out for you. However the following may affect the amount you have been refunded:
The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty or incorrect.

Any discounts that were applied at the time of sale, which may not now be applicable.

HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as your return has been processed, we’ll email you to let you know. In the unlikely event that you don’t receive this email within 10 days of posting your parcel to us, please call us on +44 (0)203 086 8556 or email us at sales@velsvoir.com.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

WHAT IF I HAVE RETURNED AN ITEM AND IT HAS BEEN INCORRECTLY EXCHANGED OR REFUNDED?

If you were expecting a replacement and received a refund instead, this may be because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead. If you were expecting a refund and we sent you replacement goods, please either call us on +44 (0)203 086 8556 or email us at sales@velsvoir.com.

ORDERING

CAN I ORDER OVER THE PHONE?

Our preferred method of ordering is via our website, if you are having difficulty please contact our Sales Department on +44 (0)203 086 8556, Mon-Fri between 9-5.30 and you will be guided you through the process.

CAN I CHANGE MY ORDER ONCE IT IS PLACED?

Due to the fact that we aim to process all orders as quickly as possible we are unlikely to be able to amend the order once it has been placed. However, our standard returns policy applies and you can return the goods for exchange or refund.

CAN I RESERVE STOCK?

Due to the high demand and limited quantities we are unable to reserve items and we work on a first come first served basis.

WHY IS AN ITEM THAT I SAW ON YOUR WEBSITE NO LONGER THERE?

If an item is no longer showing on the website then unfortunately it is out of stock. Keep an eye on our website as it may come back into stock and you can sign up for our email newsletter which will give you updates on new products, re-stocks and latest trends.

WHAT IS THE STATUS OF MY ORDER?

To check the status of any outstanding order log in to My Account and click on Order History. If you have any further queries regarding an order please do not hesitate to give one of our Sales Department a call on +44 (0)203 086 8556 or email sales@velsvoir.com.

CAN I CHANGE THE DETAILS ON MY ACCOUNT?

Yes, account information, including address details can be updated in My Account.

PROMO CODES

WHERE DO I ENTER MY PROMO CODE?

Once you have decided on the items you wish to purchase, you will then need to go to the checkout, at this point you have an option to redeem the voucher. If you enter the discount code in the box it will then deduct the amount off your order.

WHY ISN’T MY VOUCHER CODE WORKING?

Voucher codes periodically expire and it may be that you’re using an out of date code. Voucher codes are also restricted to full priced items only so cannot be applied to sale purchases, and in some cases have usage restrictions and may only work for say the first 100 customers, or just once for each customer.

WHAT DO I DO IF I FORGET TO ENTER MY DISCOUNT CODE OR ENTER IT INCORRECTLY WHEN ORDERING?

Unfortunately we are unable to retrospectively apply discount and if you are experiencing difficulties you should contact us before placing your order.

PAYMENT

HOW CAN I PAY?

You can pay for your order using the following payment methods: Visa, Visa Delta, Visa Electron, Mastercard, Maestro, Solo or PayPal. Your credit or debit card will be charged immediately when you place your order.

ARE MY CARD DETAILS SECURE?

We follow best practice by taking care to ensure that your card details are secure using a third party payment gateway to process payment ensuring that we never see your complete details. All orders must be placed via the website, or over the phone, please do not e-mail your card details. We cannot take any responsibility for the security of your details when submitted via e-mail and orders by email will not be processed.

WHAT SHOULD I DO IF MY CARD HAS BEEN REFUSED?

If your card has been refused you will need to contact your bank for any further information. If you have any other problems please contact one of our Sales Department on +44 (0)203 086 8556 or email sales@velsvoir.com.

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