Shipping policy
At Velmourne, we want your instruments to reach you safely and on time. Here is how shipping works.
1. Shipping Methods
We ship by tracked courier. The delivery options available to you are shown at checkout, based on your address and the items in your cart.
2. Processing Time
Orders are normally processed and dispatched within 1–3 business days after payment has been received. Orders placed over a weekend or public holiday may take a little longer. Once your order has been dispatched, you will receive a confirmation email with tracking information.
3. Shipping Rates
We currently offer free shipping on all orders, worldwide. The shipping cost shown at checkout is what you pay, and no separate delivery charge is added. We may change or end this offer in future, and we will always show the delivery cost clearly before you complete your order.
4. Delivery Times
Estimated delivery times, counted from the date of dispatch, are:
- United Kingdom: 3–5 working days
- International: 7–14 working days, depending on the destination and customs processing
These are estimates only and cannot be guaranteed, especially for international shipments or during busy periods.
5. International Shipping, VAT and Import Duties
We ship to most countries around the world. Shipping is free, but VAT, import duties, customs fees and any other taxes charged by the destination country are not included in your order total and must be paid by the customer.
These charges are set by the customs authority of the destination country. They may be collected by the courier before or on delivery, or requested by customs before your parcel is released. We do not control these charges and cannot predict the exact amount. Please check with your local customs office before ordering if you would like an estimate.
If a parcel is refused, or is not collected, or the customs charges are not paid, the parcel may be returned to us or held by customs. In that case, any return shipping and customs costs we incur may be deducted from your refund.
6. Order Tracking
You will receive tracking information by email once your order has been dispatched. If you have not received it, or your tracking number is not working, please contact us at info@velmourne.com and we will help.
7. Missing, Lost or Damaged Items
If your parcel is late, missing items, or arrives damaged, please contact us as soon as possible at info@velmourne.com with your order number and, for damage, clear photos of the item and the packaging. We will investigate and put things right.
8. Address Accuracy
Please check that your delivery address and phone number are correct before you complete your order. We are not responsible for delays or undelivered parcels caused by incorrect address details provided at checkout.
9. Shipping Restrictions
We cannot ship to some countries or regions, for example where trade restrictions or sanctions apply, or where the courier cannot deliver. If any item in your order cannot be shipped to your address, we will tell you as soon as possible and offer a refund.
10. Changes to This Policy
We may update this Shipping Policy from time to time. Any changes will be posted on this page together with the updated date.
11. Contact Us
If you have any questions about shipping, please contact us:
Velmourne
Email: info@velmourne.com