FREE UK delivery & returns for orders over £40
international delivery - EU: £10 | rest of the world: £15

Delivery

  • When is the deadline for Christmas deliveries?

    For standard deliveries (ie. FREE for UK orders over £40), we recommend ordering no later than 1pm on Tuesday 20th December. We take Royal Mail's word on this! There is still a chance your parcel will make it in time if you order after this time, but we'd feel less confident. If you choose 'UK Next Day Delivery' for an extra £6, you can confidently order up until 2pm on Thursday 22nd December. For overseas orders, please see Royal Mail's site for full details by country - refer to the section entitled 'International Standard (formerly Airmail) and all International Tracking and Signature Services'.

     

  • What is 'Standard UK Delivery'?

    All UK deliveries of £40 or more are delivered 'Standard UK Delivery'. Charging a fee for smaller orders allows us to include a broader range of smaller items at more competitive prices. Standard UK Delivery means Royal Mail Signed For Delivery and will require a signature on arrival. We aim to process and dispatch all orders within one working day of receiving them.

     

  • How does 'UK Next Day Delivery' work?

    We offer Next Day Delivery to UK addresses for a flat rate of £6. Your parcel will come via Royal Mail Guaranteed 1pm. To ensure that your order is eligible for this service, please place your order before 1pm on Monday-Thursday. Please note, we do not offer weekend guaranteed delivery, so any Next Day Delivery order placed between 1pm Thursday and 1pm Friday will be delivered the following Monday. Check your products to ensure that they are not amongst the few that are not eligible for Next Day Delivery - this will be made clear beneath the 'Why To Buy' wording on the product page. In exceptional circumstances (generally when a large order is too heavy to send with Royal Mail) we reserve the right to send orders non-guaranteed, but will inform you about this and refund the additional delivery charge.

     

  • How long should my package take to arrive by 'Standard UK Delivery?

    Royal Mail estimate 2-3 days for delivery, although it is not guaranteed (in many cases, packages actually arrive the following day). At busier times of year, or in exceptional circumstances, this time may be longer. Please note that we are only able to lodge a complaint with the Royal Mail for late delivery to UK addresses once 10 working days have elapsed since sending.

     

  • International Deliveries

    We send all International Deliveries using the most secure Royal Mail service available for that country. This can equate to 'International Tracked', 'International Signed' or, for certain countries, 'International Tracked & Signed'. In rare cases, when especially heavy or bulky products are involved, we reserve the right to find alternative means to deliver your package safely to you. Due to the additional costs involved in international orders, over and above UK deliveries, we charge a flat fee which depends on where the delivery is going: For Continental Europe, this fee is £10.00; For the Rest of the World (beyond Continental Europe), it is £15.00. As it is a flat fee, the more you order the better value it becomes! Please see information on VAT, Customs & Imports (below) for further information on excess charges that may be levied on your delivery in your home country.

     

  • Which countries qualify as 'Continental Europe'?

    The Royal Mail currently lists the following countries as being within Europe: Albania, Andorra, Armenia, Austria, Azerbaijan, Azores, Balearic Islands, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, Canary Islands, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Irish Republic, Italy, Kazakhstan, Kosovo, Kyrgyzstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, Uzbekistan, and Vatican City.

     

  • How long will my package take to arrive if it is coming to an address outside the UK?

    This depends on the destination address, but the Royal Mail state that they expect most international deliveries to take 5-7 working days from dispatch.  This is not guaranteed, however and you should make allowances for it to take longer, however, especially for destinations further from the UK.

     

  • Will I need to sign for my delivery?

    If your delivery is to the UK, then you, or someone known to you, will need to be able to sign for your delivery when it arrives - no matter which delivery service you choose.  In some countries outside the UK, a signature will also be needed (see 'International Deliveries'). If nobody is at the address to sign, a card will be left directing you to your nearest collection point. We recognise that this can be a pain, but experience suggests that it is better not to risk leaving a delivery at risk.

     

  • Can I check on the progress of my delivery using tracking facilities?

    Royal Mail offers a Signed For service for UK deliveries sent using the options that we have chosen. This allows us to check if the package has been signed for, and you as the customer to check whether somebody else has signed for it. For UK deliveries, tracking adds disproportionately to the costs, and we have chosen not to offer this option rather than passing on the cost to our customers. For some overseas deliveries, tracking will be included (see 'International Deliveries'). You will need to go to the Royal Mail's Track & Trace service and input the 13 digit character reference shown on your dispatch confirmation email.

     

  • Who pays for the postage of an item I am returning?

    If you are returning goods from the UK, we cover the postage costs of an item(s) that you are returning, using the response service label included in your package. All you need to do is follow the instructions outlined in our Returns Policy.

     

  • What do I do if I receive a faulty or damaged item?

    Whilst we do everything we can to ensure your goods arrive in perfect conditions, manufacturers are not infallible and things can occasionally happen en route. If this happens, we are extremely sorry. Please refer to our Returns Policy for full details on how to arrange for a replacement or a refund.

     

  • What do I do if I receive the wrong item(s) in my delivery, or an item(s) is missing?

    Whilst we do everything we can to ensure the correct goods make their way to you as efficiently as possible, we are only human!  If you receive the wrong goods, or something is missing from your order, we are extremely sorry.  Please refer to our Returns Policy for full details on how to arrange for a replacement or a refund.

     

  • Do you deliver to work addresses?

    We can deliver to your permanent residential address or your place of employment.  If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person. If this is the case, just use your work address as the delivery address.

     

  • Do I pay VAT on international deliveries?

    VAT for EU deliveries is included in the price.  VAT for deliveries beyond the EU is not included and will need to be paid by the recepient in the country to which the package is sent.

     

  • Customs & Imports charges

    If Goods are being ordered from outside the UK, import duties and taxes may be incurred once your goods reach their destination.  We are not responsible for these charges and we undertake to make no calculations or estimates in this regard.  If you are buying internationally, you are advised to contact your local customs authorities for further details on costs and procedures.  We will attach a customs declaration sticker for international orders; it is a legal requirement for us to disclose the full value of the package contents and we cannot alter this value.  As the purchaser of the goods, you will also be the importer of record and as such should ensure that your purchase is in full compliance with the laws of the country into which the goods are being imported.  Please be aware that goods may be inspected on arrival at port for customs purposes and we cannot guarantee that the packaging of your goods will be free of signs of tampering.  Duties and taxes vary from country to country and may depend on the goods ordered.  Please contact the customs office in the country where the goods will be received to find out about duties and taxes that may be owed on the package.  If your order is refused delivery and returned to us, we will be unable to refund you the shipping costs.  We cannot accept any responsibility for any issues regarding taxes and duties to destinations outside the UK - these will be payable by the recipient

     

  • Do you deliver to PO Boxes or BFPOs?

    Unfortunately we do not currently deliver to these addresses

     

  • Can I split my order?

    We endeavour to send out your order in one package.  The exception for this may be for helmets, depending on the number you order, owing to their bulky proportions when boxed up.  If you have specific enquiries regarding splitting your order, please contact us at orders@velovixen.com.

     

  • What packaging do you use to mail goods?

    We use an evolving selection of packaging, depending on the size and weight of the goods being dispatched. One of our abiding principles is to use an environmentally friendly approach to packaging. We are also serious about our approach to the environment. We therefore strive to use the greenest packaging we can, ensuring that wherever possible it is both recycled before use, and biodegradable afterwards. We aim to minimise the amount of packaging we use whilst ensuring your goods reach you in perfect condition. Amongst the companies we use are The Green Stationery Company and The Green Office.