Shipping policy

SHIPPING POLICY

ORDER PROCESSING
Orders are processed within 24–48 hours (1–2 business days), excluding weekends and public holidays. During major sales, holidays or unusually high demand, processing may take slightly longer. You will receive an order confirmation after checkout and a shipping confirmation when your order is dispatched.

ESTIMATED DELIVERY
Estimated delivery is 7–12 business days after dispatch. Delivery to remote locations may take longer. Delivery dates are estimates rather than guarantees because customs, carrier disruptions, severe weather and other events outside our control can cause delays.

INTERNATIONAL FULFILMENT
Velaro Collective is an online retailer that works with international fulfilment partners. Products may be shipped directly from an overseas distribution centre. Items from the same order may arrive in separate packages and at different times. You will not be charged extra solely because an order is split into multiple parcels.

SHIPPING COSTS
Available shipping methods and any applicable charges are displayed at checkout before payment. Any free-shipping offer displayed on the product page or at checkout applies according to the terms shown with that offer.

TRACKING
When tracking is available, we will email your tracking number after dispatch. Please allow 2–5 business days for the carrier’s tracking system to update. If tracking has not updated for more than 7 business days, email velarocollective@outlook.com with your order number.

ORDER CHANGES AND CANCELLATIONS
Contact us as soon as possible if you need to change or cancel an order. We will try to help, but changes or cancellations cannot be guaranteed once processing has begun or the order has been dispatched.

DELIVERY ADDRESS
Customers are responsible for entering a complete and accurate delivery address. If a package is returned or lost because the address supplied was incorrect or incomplete, additional shipping costs may apply before it can be resent.

CUSTOMS, DUTIES AND TAXES
International orders may be subject to import duties, taxes or customs charges imposed by the destination country. Unless these charges are included at checkout, they are the customer’s responsibility. Customs processing may delay delivery.

DELAYS AND LOST PACKAGES
If an order is substantially delayed or appears lost, email velarocollective@outlook.com with your order number. We will review the tracking information and work with the carrier or fulfilment partner to investigate. Carrier investigations can take several business days.

DAMAGED PACKAGES
If an order arrives damaged, contact us promptly with your order number, photographs of the item and photographs of the packaging. Keep the item and packaging until we have reviewed the claim.

PACKAGES MARKED DELIVERED
If tracking shows delivered but you cannot locate the package, check with household members, neighbours, the carrier and your local delivery office. If it remains missing, contact us promptly so we can assist with an investigation.

CONTACT
For shipping questions, email velarocollective@outlook.com. Velaro Collective is an online-only business and does not operate a public collection or customer-service location.