Shipping and delivery policy

Current ordering status

Shipping is offered only when checkout is enabled for the entered postcode. Courier coverage, supplier availability and the delivery estimate are checked again before payment. Delivery questions can be sent to velacart.co.uk@gmail.com.

Delivery area and charges

• A minimum merchandise order value of £10 applies. Checkout will not accept a lower subtotal.
• Free standard shipping is offered for eligible orders to most mainland UK delivery addresses once the £10 minimum is met.
• For this policy, mainland UK means eligible addresses in England, Scotland and Wales, excluding Northern Ireland and offshore islands. The checkout postcode check will make the final eligibility decision.
• Customers can use the delivery postcode checker before shopping. If a location cannot be confirmed automatically, manual address entry remains available and VelaCart will check courier coverage before payment.
• VelaCart does not plan to ship internationally or to PO Boxes, BFPO addresses or military addresses.
• Local collection is not available.

Dispatch and delivery aims

Orders accepted before 2pm on a working day are intended to be dispatched the same day and normally delivered on the next working day to eligible locations. Orders accepted after the cut-off, at weekends or on bank holidays are intended to be dispatched within the next working day.

The cut-off applies only after the order has been accepted, payment checks have completed and stock has been confirmed. Next-working-day delivery is an estimate rather than a guarantee unless a guaranteed service is specifically offered at checkout. Remote postcodes, bank holidays, severe weather, high seasonal demand, address queries and courier disruption can take longer.

The order confirmation will show the delivery service and estimated arrival information in a form the customer can keep. Unless a different time has been agreed, goods will be delivered without undue delay and no later than 30 days after the contract is made.

Stock and fulfilment partners

Where possible, an order will be sent from VelaCart-controlled stock. VelaCart may also use carefully selected fulfilment centres, wholesalers, suppliers or couriers to dispatch an item, and the parcel or shipping label may identify that organisation. A customer will not be required to deal with that organisation about the sales contract; VelaCart remains the retailer and point of contact.

VelaCart may share the customer's name, delivery address, contact details where required by the courier, order contents and delivery instructions with the organisations needed to fulfil and track the order. This sharing is limited to what is reasonably necessary to perform the order and is explained in the Privacy Policy. Delivery information is not supplied to fulfilment partners for their unrelated marketing.

Tracking, delays and missing parcels

Tracking details will be provided when they are available. Customers should allow the stated delivery estimate to pass, check safe-place or neighbour information and then contact VelaCart if tracking has not updated or the parcel has not arrived.

If VelaCart cannot deliver within an agreed essential deadline, or fails to deliver within an additional appropriate period requested by the customer, the customer may have the right to end the contract and receive a refund under applicable consumer law. Contact velacart.co.uk@gmail.com with the order details.

Damaged parcels or incorrect items

Please tell VelaCart as soon as reasonably possible—ideally within five working days—if a parcel or item arrives damaged, incomplete or incorrect, so courier evidence can be preserved and a remedy arranged quickly. This request does not impose a five-day legal deadline and does not reduce statutory rights.

Keep the item, packaging, labels and batch details and provide clear photographs where reasonably available. Do not use or consume a damaged, opened or incorrect health, beauty, food, supplement or hygiene-sensitive baby product.