Shipping policy

SHIPPING POLICY

At Vellor & Lane, we aim to process and deliver every order as efficiently as possible. This Shipping Policy explains our estimated processing times, delivery times, tracking procedures and responsibilities relating to shipment.

Vellor & Lane is operated by LUCIANZ TRADES LTD, a private limited company registered in England and Wales.

ORDER PROCESSING TIME

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Orders are not normally processed or dispatched on weekends or public holidays.

During busy periods, promotional campaigns, public holidays or periods of unusually high demand, order processing may take slightly longer.

Processing time is separate from delivery time. Delivery estimates begin after the order has been processed and dispatched.

Once your order has been dispatched, you will receive a shipping confirmation email containing the available tracking information.

ESTIMATED DELIVERY TIME

After your order has been processed and dispatched, estimated delivery normally takes:

4–9 business days

Delivery times may vary depending on:

Your delivery country and location;
The shipping method available at checkout;
Local postal and courier services;
Customs inspections and import procedures;
Public holidays;
Severe weather;
Transport disruptions; and
Other circumstances outside our reasonable control.

Delivery estimates are provided as guidance and are not guaranteed delivery dates unless expressly stated otherwise during checkout.

Under applicable UK consumer rules, goods should generally be delivered without undue delay and within 30 days unless a different delivery period has been agreed with the customer.

ORDER STATUS AND TRACKING

Once your order has been fulfilled and dispatched, you will receive a Shipping Confirmation email.

This email may include:

Your tracking number;
The shipping carrier;
A link allowing you to follow the shipment; and
Details of any separate parcels within your order.

You can track your order using the tracking link included in your shipping confirmation email or through the order-tracking section of our website, where available.

Please make sure that the email address provided during checkout is complete and correct.

TRACKING INFORMATION DELAYS

Tracking information may not become available immediately after dispatch.

In some cases, there may be a delay of approximately 24–72 hours between receiving your tracking number and seeing the first tracking update.

This usually occurs while the parcel is being transferred to the shipping carrier or waiting for its first scan at a processing facility.

A temporary lack of tracking information does not necessarily mean that your order has not been dispatched.

MULTIPLE PACKAGES

We may work with different warehouses, suppliers, fulfilment providers and shipping carriers to prepare and deliver orders.

As a result, products from the same order may:

Be shipped separately;
Arrive on different dates;
Be assigned different tracking numbers; or
Be delivered by different carriers.

You will not be charged additional shipping fees solely because we divide an order into multiple shipments.

SHIPPING DESTINATIONS

We ship to the destinations shown as available during checkout.

Shipping availability, delivery estimates and shipping fees may vary depending on the destination country.

We reserve the right to restrict or suspend delivery to certain countries, regions or addresses where shipment cannot reasonably or legally be completed.

SHIPPING COSTS

Shipping costs, where applicable, will be calculated and displayed during checkout before the order is submitted.

Shipping charges may vary depending on:

The destination;
The selected shipping method;
The number or weight of products;
Available promotions; and
Carrier costs.

Any free-shipping promotion will be subject to the conditions stated with the relevant offer.

CUSTOMS, IMPORT DUTIES AND TAXES

International orders may be subject to customs duties, import taxes, local taxes or carrier handling fees imposed by the destination country.

Where such charges are not collected at checkout, they may be charged separately by the local customs authority or delivery carrier.

Unless otherwise stated during checkout, the customer is responsible for any customs duties, import taxes and related charges imposed by the destination country.

We do not control these charges and cannot predict the exact amount that may be applied.

Customs procedures may also cause delivery delays.

CORRECT SHIPPING INFORMATION

Customers are responsible for providing a complete and accurate delivery address at checkout.

Before placing your order, please check:

The recipient’s full name;
Street address;
House, building or apartment number;
City;
State, county or province;
Postal or ZIP code;
Country;
Telephone number; and
Email address.

Please contact us immediately if you notice an error in your delivery details.

We cannot guarantee that an address can be changed after the order has entered processing or has been transferred to our fulfilment provider.

INCORRECT OR INCOMPLETE ADDRESSES

Vellor & Lane is not responsible for delivery delays or failures caused by incorrect or incomplete information provided by the customer.

If a parcel is returned because of:

An incorrect address;
An incomplete address;
An incorrect postcode;
Missing apartment or unit details;
An incorrect recipient name;
Failure to collect the parcel; or
Refusal of delivery,

the customer may be responsible for reasonable reshipping, return, customs or carrier charges where permitted by applicable law.

UNDELIVERABLE AND RETURNED PACKAGES

If a parcel is returned to us or our fulfilment provider as undeliverable, we will contact you using the details associated with the order.

Depending on the circumstances, we may offer:

Reshipment after payment of any applicable additional shipping costs; or
A refund after deducting reasonable shipping or return costs, where legally permitted.

Original shipping charges may not be refundable where the failed delivery resulted from incorrect customer information, refusal of delivery or failure to collect the parcel.

DELAYED ORDERS

Delivery times may occasionally be affected by circumstances beyond our reasonable control.

These may include:

Customs procedures;
Carrier delays;
Severe weather;
Natural disasters;
Public holidays;
Industrial action;
Transport disruption;
Political or regulatory events;
Local delivery restrictions; or
Unusually high seasonal demand.

If your order has not arrived within the estimated delivery period, please review the tracking information first.

Where the tracking information has not updated for an extended period, contact us with your order number so that we can investigate the shipment.

LOST PACKAGES

A package will not necessarily be considered lost solely because it has passed the estimated delivery date.

Where tracking indicates that a parcel may be lost, we may need to open an investigation with the fulfilment provider or shipping carrier.

Carrier investigations may take several business days to complete.

Depending on the outcome and applicable law, we may offer an appropriate remedy, such as:

A replacement;
Reshipment; or
A refund.

As the retailer, Vellor & Lane remains responsible for resolving qualifying non-delivery issues rather than requiring the customer to resolve the matter solely with the carrier. UK rules generally place delivery responsibility on the trader until the goods reach the customer or a person identified by the customer.

PACKAGES MARKED AS DELIVERED

If tracking shows that your package has been delivered but you cannot locate it, please:

Check around the delivery location;
Check with other members of your household;
Check with neighbours, reception desks or building management;
Review any delivery photograph or carrier notification; and
Contact the shipping carrier for further delivery details.

You should also contact us promptly so that we can review the shipment and, where appropriate, begin an investigation.

A carrier’s “delivered” status does not automatically prevent us from reviewing a genuine delivery issue.

DAMAGED PACKAGES

Please inspect your package and products as soon as they arrive.

If your order arrives damaged, contact us promptly and provide:

Your order number;
A description of the issue;
Photographs of the outer packaging;
Photographs of the shipping label;
Photographs of the damaged product; and
Photographs of any internal packaging.

Please retain the packaging until we have completed our assessment, as the carrier or fulfilment provider may require it for an investigation.

Damaged or defective products will be handled in accordance with our Return and Refund Policy and applicable consumer law.

ORDER CANCELLATIONS AND CHANGES

We cannot guarantee that an order can be cancelled or amended after it has entered processing or has been transferred to our fulfilment provider.

If an order has already been dispatched, it cannot normally be redirected or cancelled in transit.

You may need to wait for delivery and then follow the procedure stated in our Return and Refund Policy.

DELIVERY TO FREIGHT FORWARDERS

Where an order is delivered to a freight-forwarding service, parcel-forwarding company, hotel, shared office, collection point or another third-party address selected by the customer, our delivery obligation may be considered completed when the parcel is successfully delivered to that location, subject to applicable law.

We are not responsible for loss, damage, delay or additional charges arising after a parcel has been accepted and subsequently handled by a freight-forwarding or parcel-forwarding service independently selected by the customer.

RISK AND RESPONSIBILITY

Responsibility for the products generally remains with us until the goods are delivered to you or to a person you have identified to receive them.

Where you independently appoint a carrier that was not offered through our checkout, responsibility may pass when the goods are delivered to that carrier, to the extent permitted by applicable law.