We're based in Edinburgh, EH2 4AN, United Kingdom.
Questions?
QUESTIONS ABOUT US
Our products are designed to ease your technical woes, not add to them. That's why all of our products feature a standard 30-day return period and a 1-year manufacturers warranty against any defects. Reach out to support@velwelcare.com for help. Read more about our warranty
No. We're exclusively an online retailer. You can buy Velwel Care products on our website.
SHIPPING
We are just as excited as you are to receive your new product
Orders are processed and shipped from our warehouse , Monday - Friday, 8am - 5pm.
International orders are shipped to our international hub . From there, the package is sent to your destination.
If you’re located in United Kingdom standard shipping is free on all orders over £50. For orders under £50, standard shipping is £9.99.
Multiple shipping options (including express or expedited shipping) are available at check out.
International shipping rates are calculated based on weight and location. You can view rates at checkout before placing your order.
- Access our website using your email credentials to monitor the status of your order under "My Orders" if you made the purchase using your registered account.
- In case you made a purchase without logging in, please click on this link and input your Order Number and Email Address to view the specifics of your order.
- Once the package is shipped, we'll send you a tracking number via email. Utilize this number to track the progress of your package.
RETURNS AND EXCHANGES
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
-Items with obvious signs of use
-Any item not in its original condition, is damaged or missing parts for reasons not due to our error
-Any item that is returned more than 30 days after delivery
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@velwelcare.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We are unable to guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Something not quite right with your order? Don’t worry, the VELWEL Care customer service team is ready to help. Email us at support@velwelcare.com and advise us of your issue. We’ll endeavour to resolve any issues as quickly as possible.