FAQs

Where do your items come from? To bring you the highest quality products at the best possible price, we have established relationships with manufacturers and distributors across the globe. If we do not have the item in house, our partners will ship the product directly to you from their location. Providing the service in this way allows us to provide quality products at very competitive prices.

What is your order process? Upon completing your payment, you should receive a confirmation notice to the email address provided at checkout. A shipping confirmation email should follow after 1 - 5 business days. Please check your email spam folder and add us to your contact list to receive future correspondence regarding your order. Please contact our customer service team should further assistance be required.

What happens for items out of stock? If you're interested in an out of stock item, please advise us so we can add you to a notification list when the item is back in stock. The notification list does not hold an item for you, and it does not obligate you to make a purchase. Our items are available on a 'first come, first served' basis, so please make sure to place your order quickly.

How long is delivery? On receipt of payment, orders are sent to our shipping partner and typically processed ready for packing within 1-5 days. Not all items are stored in house; some are special order and made to order items (for example, certain color options).  Specific designs can experience a 2-3 week delay for manufacturing reasons.  Once processed by our partners, delivery usually takes approximately 7-14 days from dispatch. We very much appreciate your patience with these longer delivery times. Please contact us only if you have not received your order within 30 days. While we endeavor to maintain accurate stock levels on our site, on occasions it can happen that an item that is ordered is no longer in stock. If an item you have order becomes out of stock we will notify you as soon as possible and ask if you would like to receive a refund or replacement item. Out of stock orders will be cancelled unless a replacement item is requested by you.

Christmas delivery in December cannot be guaranteed. Because of the high volume of orders being processed at this time, we can't guarantee your order will arrive on time. By placing an order in December you take full responsibility if you are buying it for a present and it does arrive on time. We cannot be held responsible if your order arrives too late.

Delivery Locations - The flat rate shipping that we offer extends to Mainland UK & most European countries. We do not ship to Guernsey, Jersey, the Isle of Man or PO Box addresses. If you would like us to extend shipping to your location, please contact us prior to submitting your order and we will look to arrange this for you at an additional cost. 

What if I require my products to be here much sooner? For orders not yet processed, we may be able to arrange your products to be delivered to you faster than our standard shipping times. If you need your products shipped to you in a shorter amount of time please contact us prior to submitting your order and we will look to arrange this for you at an additional cost. 

How much is shipping? We offer flat standard shipping rates as provided below.

Standard Shipping rates

 

Mainland UK & Ireland

€10

Western Europe

€15

USA & Canada

€65

 

How can I track my order? Click the link in your shipping confirmation email and go to your order status page. Your shipping tracking code will be listed on this page. 

I ordered multiple items but only received one? Not all products are stocked in house. In order to get items to you as fast as possible, it is sometimes necessary for us to ship items separately. For orders with multiple items - please expect that they may be delivered in separate packages and on separate dates.

Can I cancel my order? Orders are sent directly to our shipping partners for processing as soon as they receive them. Because of this cancelling orders after placing them is not possible if they have already been processed, packaged or dispatched. Please only place an order if you are happy to proceed.

What is your returns policy? Contact us before returning any item. The product must be in the same condition as received - new, unworn and unused. Our policy lasts 90 days. If 90 days have lapsed since your purchase, unfortunately we cannot offer you a refund or an exchange. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We kindly direct our buyers to check out their eligibility to avail of PayPal's free return shipping offer.

What is your refund policy? 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 via PayPal or your credit card company, usually within 30 days. 

What is your exchange policy? We only replace defective or damaged items. If you need to exchange it for the same item please contact us. 

Is my order secure?  The security of our website, and of your information is of utmost importance to us. For this reason, we use PayPal on our checkout. PayPal are leaders in the payment solution industry, in PCI compliance and in providing hosted secure checkout solutions. We will never receive your bank details as these are handled entirely by the payment processor via our checkout flow. This means your card details are never seen  or stored by us, and your details remain confidential.  It's in our interest and the interest of our customers, that we keep fraud to a minimum, so every order we received is thoroughly reviewed. In the event of any unauthorized use of your credit card, you should notify your credit card provider in accordance with its reporting procedures.

What additional security measures are used? Vellumy.com uses Secure Layer technology to provide you with the most secure shopping experience possible. To confirm that it is a secure connection, you should see https:// in the Vellumy URL in your browsers address bar. The “https” indicates the use of SSL.  This is usually accompanied by either a padlock symbol or the word "Secure" within your browser's address bar. Secure Layer technology enables encryption of sensitive information, including passwords and credit card numbers, during your online transactions. All forms on our site are secured with SSL technology so your information stays safe from tampering.