Shipping policy
Last updated: 10 September 2026
1. Where we deliver
Velbrooke currently ships to addresses within the United Kingdom only, including England, Scotland, Wales and Northern Ireland. All prices on this website are shown in pounds sterling (GBP).
We are unable to deliver to international addresses, PO boxes or freight-forwarding addresses at this time.
2. Delivery cost
Standard Delivery is free on every order. There are no minimum spend requirements and no delivery charges are added at checkout.
3. Order processing
Orders are processed on business days (Monday to Friday, excluding UK public holidays). We dispatch orders within 48 hours of the order being placed.
Orders placed after 3:00 pm, at weekends or on a public holiday are processed on the next business day. During sale periods or exceptionally busy times, processing may take slightly longer; if that happens we will let you know by email.
4. Delivery times
| Service | Cost | Estimated delivery |
|---|---|---|
| Standard Delivery (tracked) | Free | 4–12 business days after dispatch |
Total time to receive your order is therefore normally 5–14 business days from the moment you place it. Delivery estimates are estimates, not guarantees, and begin from the date of dispatch rather than the date of order.
5. Tracking your order
As soon as your parcel leaves our fulfilment centre you will receive a dispatch confirmation email containing your tracking number and a link to follow your delivery. Please allow up to 24 hours for tracking information to become active with the carrier.
If you have not received a dispatch email within 3 business days of ordering, please check your spam folder and then contact us at contact@velbrooke.com.
6. Delivery address
It is your responsibility to provide a complete and accurate delivery address at checkout. If you notice a mistake, email contact@velbrooke.com immediately — we can usually amend the address before dispatch, but not afterwards.
We cannot be held responsible for parcels delivered to an incorrect address supplied by the customer. Where a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange redelivery.
7. Failed deliveries and unclaimed parcels
If nobody is available to receive the parcel, the carrier will normally leave it in a safe place, with a neighbour, or at a local collection point, and will leave a card or send a notification. Parcels that are not collected within the carrier's holding period are returned to us. In that case we will contact you to arrange redelivery or a refund for the goods.
8. Delays outside our control
Occasionally deliveries are delayed by circumstances beyond our control, such as severe weather, carrier disruption, industrial action or public holidays. We will keep you informed and do everything we reasonably can to get your order to you, but we cannot be held liable for delays caused by such events.
9. Lost or damaged parcels
A parcel is treated as lost if it has not been delivered 10 business days after the end of the estimated delivery window. If this happens, contact us at contact@velbrooke.com and we will investigate with the carrier and send a replacement or issue a full refund.
If your parcel arrives visibly damaged, please photograph the packaging and the item before doing anything else and email us within 7 days of delivery.
10. Split deliveries
Where an order contains several items, they may occasionally be sent in separate parcels arriving on different days, at no extra cost to you. Your dispatch email will tell you if this is the case.
11. Contact
Velbrooke — a trading name of LCOSTA ECOM LTD
Email: contact@velbrooke.com
Registered office: 483 Green Lanes, London, England, N13 4FG
Company number: 17411451