Velswa – Delivery Service Conditions

Last updated: 6 November 2025

Welcome to the Velswa online shopping store. Please read these Delivery Service Conditions before placing an order. If you have questions, contact support@velswa.co.uk.

1) Service Overview

• Delivery is provided by Velswa UK Limited (“Velswa”) and/or participating Shops/Sellers on the Velswa marketplace.
• Delivery options and fees are shown at checkout and confirmed by email.

2) Delivery Charges & Free Delivery

• Free delivery: Orders with a total package weight of more than 35 kg and a total order value of over £50 qualify for free delivery to your doorstep.
• Distance-based charges: For the first mile within the Shop Locator radius we charge £1.50. Each additional mile is charged at £0.55 per mile.
• Distances are calculated from the fulfilling shop to the delivery address, using standard routing. Fractions of a mile may be rounded to the nearest tenth.

3) Delivery Times

• Typical delivery window: 1–5 working days from order confirmation.
• Delivery times may vary based on your location, product availability, and courier capacity.
• If there is a delay due to events outside our reasonable control (e.g., severe weather, carrier disruption), we will keep you informed and take reasonable steps to minimise the delay.

4) Delays, Tracking & Support

If your order is delayed, email support@velswa.co.uk with your Velswa order number (electronic receipt). We will help you track the parcel and, where appropriate, arrange a refund under our Returns/Refunds policy.

If you cannot locate your electronic receipt, we may ask for proof of address and identity to locate the order in our systems.

5) Age-Restricted Items

For alcohol, tobacco, or other age-restricted goods, the person receiving the delivery must be 18+ and present valid photo ID matching the order name. If age cannot be verified, delivery will be refused and the order may be cancelled in line with our returns policy.

6) Out-of-Stock & Substitutions

• If all the items are out of stock, vendor will cancel your order, and you'll receive an email.
• If an item is out of stock, we will email an updated order before shipping.
• Items may be removed or replaced with suitable alternatives based on your preferences.
• You have 30 minutes from receiving the update to contact the shop for changes.
• If a refund is due, it will be processed within 3–5 working days.
• If there is a balance due, it should be paid to the driver upon delivery or via the given payment link (as instructed in your order email).

7) Missed Deliveries & Access

• Where a delivery is attempted and unsuccessful due to no answer or insufficient access, a re-delivery fee may apply.
• Please ensure accurate delivery instructions and safe access for heavier items.

8) Liability

• We do not exclude liability for death or personal injury caused by our negligence, fraud, or any rights that cannot be excluded under law.
• Subject to the above, we are not liable for delays or failure caused by events beyond our reasonable control, or for indirect or consequential loss.

These Delivery Service Conditions operate alongside our Terms & Conditions and do not affect your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Velswa – Parcel Service Conditions (Nationwide)

Welcome to the Velswa online shopping store. Please read these Parcel Service Conditions before placing a parcel order. For queries, contact support@velswa.co.uk.

1) Service Scope

• Velswa provides a nationwide parcel service for eligible products.
• Excluded items: Frozen food and any single item weighing over 20 kg are not accepted for the parcel service.

2) Delivery Timeframes

• Standard delivery target: 3–5 working days from the order date.
• Depending on location, delivery may take up to a maximum of 14 days.
• We will notify you of material delays and provide tracking/support as available.

3) Eligibility & Charges

• The parcel service is available to customers who are 5+ miles from a particular shop.
• If you purchase from a shop within 5 miles, we do not charge a parcel service fee for that order.
• You will see any packaging and parcel service fees clearly displayed in your basket before checkout.
• No additional fees are charged beyond those shown for our nationwide parcel service.

4) Substitutions & Out-of-Stock

• If all the items are out of stock, vendor will cancel your order, and you'll receive an email.
• If items are unavailable, we will email an updated order before dispatch.
• Unavailable items will be removed or replaced based on your stated preferences.
• You have 30 minutes from the update email to contact the shop for changes.
• If a refund is due, it will be processed within 3–5 working days.
• Any outstanding balance must be paid via card payment prior to dispatch.

5) Tracking, Proof & Support

To help us locate and support your order, please provide your Velswa electronic receipt/order number when contacting support. If you cannot find it, we may request proof of address and identity to verify the order.

6) Age-Restricted Items (Parcel)

Age-restricted goods cannot be left unattended. The recipient must be 18+ and provide acceptable photo ID on delivery. If age cannot be verified, the courier will refuse delivery.

7) Loss, Damage & Liability

• Please inspect parcels at delivery. Report damage, shortages or incorrect items to support@velswa.co.uk as soon as possible with photos where relevant.
• Nothing limits our liability where it cannot be limited by law. Subject to that, we are not liable for indirect losses or delays due to events beyond our reasonable control.

These Parcel Service Conditions operate alongside our Terms & Conditions and your statutory rights under UK consumer law.