Shipping policy

Shipping Policy

Last updated: 4 May 2026

This Shipping Policy explains how VelCore processes, dispatches and delivers orders placed through our website.

Where We Deliver

We currently deliver within the United Kingdom, including England, Scotland, Wales and Northern Ireland.

Processing Time

Orders are usually processed and dispatched within 1–3 working days after payment has been received.

Working days are Monday to Friday, excluding UK bank holidays.

During busy periods, large orders, bulky items, or made-to-order products may take slightly longer to prepare. If there is a significant delay with your order, we will contact you where appropriate.

Delivery Services

We mainly use DPD services, including DPD Economy and DPD Next Day, depending on the delivery option selected at checkout and the size of the order.

Delivery times after dispatch usually range from 1–3 working days, depending on the delivery service chosen and the delivery location.

Delivery times are estimates only and may be affected by courier delays, weather, bank holidays, high demand, or circumstances outside our control.

Shipping Costs

Shipping costs depend on the value of your order, the size and weight of the parcel, and the delivery service selected.

All available shipping options and costs will be shown clearly in your basket or at checkout before you complete your purchase.

Bulky Items

Many of our acoustic panels are shipped as bulky parcels, including common panel sizes such as 120 x 60 cm, 60 x 60 cm and 120 x 30 cm.

Because of the size and protective packaging required, some orders may be shipped using a bulky parcel service. This may affect the available delivery options or shipping cost shown at checkout.

Tracking

Once your order has been dispatched, you will receive a tracking number by email or through the order notification system, where available.

Please allow a short time for tracking information to update after the parcel has been collected by the courier.

Delivery Address

Please make sure your delivery address is complete and accurate before placing your order.

We are not responsible for delays, failed deliveries, or additional costs caused by an incorrect, incomplete, or outdated delivery address provided by the customer.

If an order has already been dispatched to the address provided, we may be unable to change the delivery address.

Missed Delivery or Returned Parcels

If you miss a delivery, please follow the courier’s instructions to rearrange delivery or collect the parcel where applicable.

If a parcel is returned to us because it was refused, not collected, or delivery could not be completed due to customer error, we may refund the order once it has been returned to us, minus the original delivery cost and any return, storage, or handling charges charged to us by the courier, where permitted by law.

If you would like the order to be sent again, additional delivery charges may apply.

Damaged Parcels

Please inspect your parcel as soon as it arrives.

If your order arrives damaged, please contact us within 24 hours of delivery at dom.sme2003@gmail.com.

Please include your order number and clear photos of:

the damaged product;
the outer packaging;
the internal protective packaging;
the shipping label.

This helps us investigate the issue with the courier and resolve the matter as quickly as possible.

Reporting damage later than 24 hours may make it harder for us to raise a courier claim, but this does not affect your statutory rights if the item is faulty, damaged on arrival, or not as described.