Shipping Policy

Last updated: 25 August 2026

This Shipping Policy applies to purchases made from Velxia London at www.velxialondon.co.uk.

Velxia London is a trading brand of THE MALALA TRADING LTD, a company registered in Scotland under company number SC887426.

Delivery Area

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

Delivery Charge

Standard delivery costs £6.00 per order. The delivery charge will be clearly displayed at checkout before payment is completed. We do not add hidden delivery charges after an order has been placed.

Order Processing Time

Orders are normally processed within 0–1 working day. Orders placed during weekends or UK bank holidays will begin processing on the next working day. Working days are Monday to Friday, excluding UK bank holidays.

Delivery Time

Standard delivery normally takes 2–4 working days after dispatch. The total estimated delivery period therefore consists of order processing of 0–1 working day, followed by delivery after dispatch of 2–4 working days. Delivery times are estimates and are not guaranteed. Delays may occasionally occur because of severe weather, courier disruption, public holidays, incorrect address information or other circumstances outside our reasonable control.

Order Confirmation and Tracking

After placing an order, customers will receive an order confirmation at the email address provided during checkout. Once an order has been dispatched, we will send a dispatch confirmation. Where tracking is available, the dispatch confirmation will include a tracking number or tracking link.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address. If an address needs to be corrected, please contact us immediately at contact@velxialondon.co.uk. We cannot guarantee that an address can be changed after an order has entered processing or been dispatched. Velxia London is not responsible for failed or delayed delivery resulting from incomplete or inaccurate address information supplied by the customer. Additional delivery costs may apply if an order must be resent because incorrect address information was provided.

Missed Deliveries

If nobody is available to accept a delivery, the courier may leave the parcel in a safe place, deliver it to a neighbour, take it to a collection point, or attempt delivery again. Customers should follow the instructions provided by the courier.

Delayed Orders

If an order has not arrived within the expected delivery period, please contact us at contact@velxialondon.co.uk and provide your order number. We will investigate the delivery with the courier. Customers should allow us a reasonable period to complete the investigation.

Parcels Marked as Delivered

If tracking shows a parcel as delivered but it has not been received, please first check the delivery address entered at checkout, any nominated safe place, other members of the household, immediate neighbours, and any delivery photograph or courier notification. If the parcel still cannot be located, contact us promptly at contact@velxialondon.co.uk.

Damaged Parcels

If a parcel or product arrives damaged, contact us as soon as possible, preferably within 48 hours of delivery. Please provide your full name, order number, photographs of the outer packaging, photographs of the damaged product, and a brief description of the damage. Reporting damage within 48 hours helps us investigate the matter with the courier. This reporting request does not affect your statutory rights.

Lost Parcels

A parcel will be treated as lost only after the courier confirms that it cannot be located or after the applicable courier investigation has been completed. Where a parcel is confirmed as lost, we will offer an appropriate replacement or refund.