Shipping policy

Shipping Policy

Last updated: 24 April 2026

This Shipping Policy explains how shipping, processing and delivery work for orders placed through veluneofficial.com.

At VELUNE, we aim to provide a clear and reliable delivery experience for customers in the United Kingdom and other supported regions.

1. Order Processing Time

After your order is placed, our team begins processing it for fulfilment.

Order processing and handling may take a minimum of 3 business days before dispatch.

Processing time includes order verification, payment confirmation, product preparation, quality checks, packing and handover to our fulfilment or shipping partners.

Orders are processed on business days only. Business days do not include weekends, public holidays or bank holidays.

2. Estimated Delivery Times

Estimated delivery times may vary depending on the customer’s location, selected shipping method, carrier operations, product availability, customs procedures and other logistical factors.

At checkout or on product pages, we may display specific shipping options, including:

Insured Standard Shipping: estimated 10 to 15 business days, free where available.
Priority Insured Shipping: estimated 8 to 13 business days, where available and selected at checkout.

Please note that these delivery times are estimates and are not guaranteed.

3. Shipping Costs

Shipping costs are displayed at checkout before you complete your purchase.

We may offer free standard shipping on eligible orders, including Insured Standard Shipping where available.

If a paid shipping option is selected, such as Priority Insured Shipping, the shipping cost will be clearly shown at checkout before payment.

4. Delivery Destinations

We primarily serve customers in the United Kingdom through our online store.

We may also ship to other supported regions where delivery is available at checkout.

If your country, region or address is not available at checkout, this means we may not currently support delivery to that location.

5. Order Tracking

Once your order has been shipped, you may receive a shipping confirmation email with tracking information, where tracking is available.

Tracking updates may take some time to appear after dispatch, depending on the carrier and fulfilment partner.

If you have not received tracking information or need help with your order status, please contact us at support@veluneofficial.com.

6. Delays

While we aim to deliver orders within the estimated timeframe, delays may occur.

Delivery delays may be caused by:

carrier or postal service delays;
customs inspections or clearance procedures;
incorrect or incomplete shipping information;
high seasonal demand;
public holidays or bank holidays;
weather conditions or transport disruptions;
unexpected fulfilment or logistical issues.

If your order is delayed, please contact us and we will do our best to assist you with available tracking and delivery information.

7. Customs, Duties and Taxes

Depending on your location, your order may be subject to customs duties, import taxes, VAT, handling fees or other local charges imposed by customs authorities or delivery providers.

Any applicable customs duties, import taxes or local charges are the responsibility of the customer, unless clearly stated otherwise at checkout.

Customs policies vary by country, and we cannot control or guarantee whether additional charges will apply.

8. Incorrect or Incomplete Address

Customers are responsible for providing accurate and complete shipping information at checkout.

We are not responsible for delivery issues, delays, failed deliveries or losses caused by incorrect, incomplete or outdated shipping details provided by the customer.

If you notice an error in your shipping address, please contact us as soon as possible at support@veluneofficial.com.

We cannot guarantee address changes once an order has already been processed, dispatched or handed over to a fulfilment or shipping partner.

9. Lost, Missing or Undelivered Orders

If your order appears to be lost, missing or undelivered, please contact us at support@veluneofficial.com with your order number and shipping details.

We will review the available tracking information and may contact our fulfilment or shipping partners to investigate the issue.

Depending on the result of the investigation, we may offer further assistance, which may include a replacement, refund or other suitable solution where appropriate.

10. Damaged Packages

If your package arrives damaged, please contact us as soon as possible at support@veluneofficial.com.

Please include your order number and clear photos or videos of the damaged package and product so that we can review the issue and provide the appropriate support.

11. Multiple Shipments

In some cases, items from the same order may be shipped separately due to product availability, fulfilment location, packaging requirements or logistical reasons.

If your order is split into multiple shipments, you may receive separate tracking information for each package, where available.