Shipping policy
Processing Time
All orders are processed with 24h . Orders are dispatched Monday-Friday. Order placed on Weekends or UK bank holiday will be dispatched on the next working day. If we experience a high volume of orders, processing times may be slightly delayed. We will notify you if there are any significant delays.
Shipping Rates & Delivery Times
We offer the following shipping options:
United Kingdom
* Standard Shipping: 2-3 business days
*Express Shipping: 1–2 business days
please note we are currently unable to ship to international.
We work with trusted carriers such as:
* Royal Mail
* DHL
* Evri / DPD (depending on location)
Tracking Your Order
All orders are shipped with tracked delivery.
Once your order has been dispatched, you will receive an email confirmation with a tracking link allowing you to follow your parcel’s progress.
Incorrect Address Provided
Please ensure your shipping details are correct when placing your order.
If you notice an error after placing your order, please contact us as soon as possible at support@velutfragrance.com.
Please include:
- The email address
- Your order number
- The correct shipping address
While we will always do our best to help, we cannot guarantee address changes once an order has been dispatched.
We cannot be held responsible for orders shipped to incorrectly provided addresses.
MISSING OR LOST ORDERS
If your tracking shows delivered but you have not received your order, please check with neighbours, building reception, or your local delivery office first. If your parcel is still missing after 48 hours, contact us at support@velutfragrance.com with your order number. We will open an investigation with our courier partner. If an order is confirmed as lost in transit, we will reship your order free of charge once the investigation is complete (typically within 1-2 business days) or you can request a refund .
DAMAGED IN TRANSIT
At Vélut, every bottle is hand-checked and carefully packaged to arrive in perfect condition. If your order arrives damaged, please do not discard any items or packaging. Email us at support@velutfragrance.com within 48 hours of delivery with your order number, and include photos of the damaged product, the bottle, and the outer packaging. Once received, our team will review your case within 24-48 hours. If damage is confirmed due to transit, we will arrange a free replacement for the damaged item. We cannot accept claims for damage reported after 48 hours
EXCHANGES
Due to the nature of our products, for hygiene and safety reasons we cannot accept returns or exchanges for perfumes that have been opened, used, or if the seal has been broken. We will only offer an exchange if the item received is incorrect, defective, or damaged in transit. If you received the wrong item, please contact us within 48 hours at support@velutfragrance.com with a photo of the incorrect item received. If approved, you must return the incorrect item unused in its original packaging, and we will ship the correct item at no extra cost. All exchanges must be pre-approved by our team.