Delivery Policy


Last Updated: 1 December 2025

At a Glance

✓ Free delivery on all orders, with no minimum spend required.

✓ Free next-day delivery on most products when you place your order before 2:00 p.m., Monday to Saturday.

✓ Same-day dispatch on orders placed before 2:00 p.m.

✓ Full tracking details are provided after dispatch, including access to our Track My Order page and any dispatch updates sent to you.

For full details, see the sections below.

 

Definitions and Key Terms

To help explain things as clearly as possible in this Delivery Policy, every time any of these terms are referenced, they are strictly defined as follows:

  • Company: When this policy mentions “Company”, “we”, “us” or “our”, it refers to HEGC Ltd (VeleHome™), 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, which is responsible for your information under this Delivery Policy.
    • Customer: Refers to the company, organisation or person that signs up to use the VeleHome™ Service to manage relationships with their consumers or service users.
      • Service: Refers to the service provided by VeleHome™ as described in the relevant terms (if available) and on this platform.
        • Website: VeleHome™’s site, which can be accessed via this URL: www.velehome.com.
        • You: A person or entity that is registered with VeleHome™ to use the Services.

         

        How Does Delivery Work?

        VeleHome™ partners with trusted fulfilment centres and high-quality manufacturers in the UK and around the world. This allows us to offer carefully selected, practical and innovative home products.

        Because we work with multiple fulfilment partners:

        • Different items in the same order may be dispatched from different locations
        • Your order may arrive in separate parcels and on different days

        If one item arrives before another, there is no need to worry. Your order confirmation email and tracking details will show the status of each item.

        Our customer support team is available by email 24/7/365, and we aim to respond very quickly. If you have any questions about your  delivery, we are here to help.

         

        Delivery Times

        We aim to make delivery fast, reliable and transparent. The estimated delivery time for each product is shown clearly on its product page and may also be confirmed again at checkout.

        Because we work with several partners, delivery times can vary between products. In general, the following applies:


        Next-Day Delivery (Main Delivery Time)

        For most products, our standard delivery aim is next-day delivery:

          • If you place your order before 2:00 p.m. (UK time), Monday to Saturday, we aim to deliver on the next working day.
          • Orders placed after 2:00 p.m., or on Sundays or UK public holidays, are processed on the next working day.

          For the purposes of this Delivery Policy, working days are Monday to Saturday, excluding UK public holidays.


          5–9 Day Delivery (Selected Products)

          Some products are shipped directly from our specialist partners outside the UK or from alternative fulfilment locations. For these items:

          • The typical delivery window is approximately 5–9 days from dispatch
          • Where this applies, the longer delivery timeframe is clearly displayed on the product page, so you can see it before you place your order


          Product-Specific Information

          • The delivery time shown on each product page is the most accurate guide for that product
          • If you add multiple items with different delivery times to a single order, your order may be split into separate shipments so that you receive items as soon as they are ready, at no extra cost to you
          • In rare cases (for example, during very busy periods, adverse weather, or unexpected courier delays), delivery may take longer than stated. If this happens, we will always do our best to keep you informed

          If there is ever a difference between this Delivery Policy and the delivery estimate shown on the product page or at checkout, please rely on the estimate shown at the time of purchase.

           

          Delivery Cost

          We are pleased to offer complimentary standard delivery to our customers:

          • Standard delivery is free on all eligible orders placed through our Website
          • You will not be asked to pay a delivery fee at checkout for standard delivery
          • The cost of standard delivery is fully covered by VeleHome™ as part of our premium service

          If any alternative delivery options or surcharges apply (for example, certain remote areas or special delivery services), these will be clearly shown before you complete your purchase.

           

          Order Processing and Dispatch

          To help ensure a smooth experience:

            • Orders are processed Monday to Saturday, excluding UK public holidays.
            • Orders placed before 2:00 p.m. (UK time) are processed the same day.
            • Orders placed after 2:00 p.m., on Sundays, or on UK public holidays are processed on the next working day.

            Once your order has been dispatched, we will send you a dispatch confirmation email with your order and tracking details (where tracking is available).

             

            How Can I Track My Order?

            When your order has been dispatched, you will receive an email containing:

            • Your order number, and
            • A tracking number and tracking link

            You can track your order by:

            • Visiting our “Track My Order” page in the Support section of our Website, or

            Please allow a short time after receiving your tracking number for the latest information to appear on the carrier’s system.

             

            How Can I Change My Address After Ordering?

            To help ensure successful delivery, please ensure your delivery address is complete and accurate before placing your order.

            If you need to update your delivery address after placing an order:

            • Contact us as soon as possible at info@velehome.com with your order number and your updated address;
            • If your order has not yet been dispatched, we will do our best to amend the address;
            • If your order has already been dispatched, it may no longer be possible to change the address. In that case, we will advise you on the next best steps depending on the courier and service used.

             

            Contact Us

            If you have any questions about delivery, delivery times or tracking your order, please don’t hesitate to contact us.

            • Postal address: HEGC Ltd (VeleHome™), 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom