Shipping Policy

UK Delivery Options

VelvetRow offers the following delivery options, subject to availability for your delivery address:

Royal Mail Standard is free.

Royal Mail Priority is an optional paid upgrade. Its price is displayed in pounds sterling (GBP, £) at checkout before payment.

Working Days

Working days are Monday to Friday, excluding applicable UK bank holidays.

The first working day after you place your order is day one of processing. Transit time is counted from the first working day after dispatch.

Although a carrier may deliver on a Saturday, Saturdays are not included in these estimates.

Processing Your Order

We normally process and dispatch orders within 1–2 working days.

This includes preparing and packing your order before handing it to the delivery provider.

Processing is already included in the total delivery estimates above. Priority delivery has the same processing period as Standard delivery.

We will contact you if an issue is likely to delay dispatch.

Estimated Arrival

Allow 7–13 working days from ordering for Standard delivery, or 4–9 working days for Priority delivery.

These are estimated windows rather than guaranteed arrival dates. They do not remove your rights concerning an agreed delivery deadline.

Any different product-specific or destination-specific timeframe will be disclosed before purchase. Updating this policy does not extend the delivery period agreed for an existing order.

Dispatch and Tracking

We will send a dispatch confirmation when your order has been sent.

Where tracking is available, we will provide the tracking details. Updates may not appear immediately.

Delivery Address

Please check your address before placing an order.

If you notice an error, contact velvetrowshop@gmail.com promptly. Address changes may not be possible after dispatch.

If incorrect information supplied by you causes a failed delivery, we will discuss the available options and explain any proposed reasonable redelivery charge before arranging it.

You will not be charged to correct a delivery error caused by VelvetRow or a delivery provider we appointed.

Delays and Missing Parcels

Contact us if your order has not arrived by the end of its estimated delivery window or is marked as delivered when you have not received it.

We will investigate with the delivery provider. You do not need to pursue the carrier yourself to exercise your rights against VelvetRow.

If we miss an agreed delivery deadline, you may generally give us an appropriate additional period to deliver. If we still fail to deliver, you may end the contract and receive the refund required by law.

You may be entitled to end the contract immediately if we refuse delivery or delivery by the agreed deadline was essential under the applicable legal rules.

Unless a different period has been agreed, delivery must take place without undue delay and within 30 calendar days after the contract is made. This does not replace an earlier binding delivery commitment.

Where you lawfully end the contract because of delivery failure, we will refund the relevant payments without undue delay.

Damaged Deliveries

If goods arrive damaged, contact us with your order details and a description of the issue. Photographs can help, but are not an absolute condition of a valid claim.

Goods normally remain at our risk until you, or a person you nominate, takes physical possession. A statutory exception applies if you independently appoint a carrier we did not offer.

Our Returns and Refund Policy explains your remedies for damaged or incorrect goods.

Deliveries Outside the UK

The estimates and free Standard delivery described here apply to UK orders.

If international delivery is offered at checkout, the applicable delivery conditions, charges, estimated times and import arrangements will be disclosed before purchase.

Contact

For processing, shipping or delivery enquiries, contact VelvetRow at velvetrowshop@gmail.com.