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Transparent UK Shipping & Returns

Dorian Velmont provides clear, reliable delivery across the UK and a straightforward 30-day return policy for all purchases.

Policy Details

Delivery & Returns Explained

Last updated: 14 August 2026

This policy explains how and when we deliver, what it costs, and how to return something. It forms part of our Terms & Conditions.

WHERE WE DELIVER
We deliver to addresses in mainland UK. We do not currently ship outside the United Kingdom.

HOW YOUR ORDER IS FULFILLED
Dorian Velmont works with a network of specialist suppliers rather than holding all stock in one place. Depending on the item, your order is dispatched either from a UK partner or directly from one of our overseas supply partners. This keeps our prices lower, and it means delivery times vary by product. The estimated delivery window is shown at checkout.

PROCESSING TIME
Orders are processed within 1-2 working days of being placed. Orders placed at a weekend or on a bank holiday are processed on the next working day. You will receive a dispatch confirmation email with tracking details as soon as your order is on its way.

DELIVERY OPTIONS AND COSTS
Standard Delivery — 5-12 working days — £3.95
Standard Delivery on orders over £50 — 5-12 working days — Free
Priority Dispatch — 3-7 working days — £6.95

Delivery estimates run from the date of dispatch, not the date of order, and are estimates rather than guarantees. In every case we will deliver your order within 30 days of your order being confirmed. If we cannot, you may cancel and receive a full refund.

NO CUSTOMS CHARGES TO PAY
Where an item is sent to you from outside the UK, you will not be asked to pay any import duty, VAT or handling fee on delivery. Any such charges are covered by us. The price you pay at checkout is the total price.

TRACKING YOUR ORDER
Your dispatch email contains a tracking number and a link. Tracking can take up to 48 hours to begin updating after dispatch.

DELAYS AND MISSING PARCELS
Occasionally a parcel is delayed in transit. If your order has not arrived within 5 working days of the end of its estimated delivery window, email info@dorianvelmont.co.uk with your order number and we will investigate with the carrier. If a parcel is confirmed lost, we will send a replacement or issue a full refund — your choice. Please make sure your delivery address is correct at checkout. If a parcel is returned to us because the address was wrong or incomplete, we will contact you and can resend it once the correct address is confirmed.

RETURNS AND REFUNDS

YOUR RIGHT TO CHANGE YOUR MIND
You have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You have 14 days from the day you receive your goods to tell us you are cancelling, and a further 14 days to send them back. We go further than that: you can return any item to us within 30 days of delivery for a full refund, for any reason.

RETURNS ARE FREE
We pay for return postage. When you start a return, we email you a prepaid returns label — you do not pay anything to send an item back to us.

CONDITION OF RETURNED ITEMS
Items should be returned unused, in a resaleable condition, and with their original packaging where possible. You are welcome to inspect and try an item as you would in a shop. If an item is returned damaged or showing use beyond that, we may reduce the refund to reflect the loss in value, and we will always explain why before we do so.

WHAT WE CANNOT ACCEPT BACK
For hygiene and safety reasons we cannot accept the return of items sealed for health or hygiene protection where the seal has been broken, products that have been personalised or made to your specification, or perishable goods. This does not affect your rights if an item is faulty or not as described.

HOW TO START A RETURN
1. Email info@dorianvelmont.co.uk with your order number and which items you are returning.
2. We will reply within 1 working day with a prepaid returns label and simple instructions.
3. Pack the items securely, attach the label, and drop the parcel off at your nearest Post Office or carrier point.

REFUNDS
We refund to your original payment method within 14 days of receiving the returned goods back, or of receiving evidence that you have sent them, whichever is sooner. In practice most refunds are processed within 3-5 working days. Where you cancel a whole order under your legal right to change your mind, your refund includes the standard outbound delivery charge you paid. If you chose Priority Dispatch, we refund the cost of standard delivery rather than the priority upgrade. If you return only part of an order, delivery charges are not refunded.

FAULTY, DAMAGED OR INCORRECT ITEMS
If something arrives faulty, damaged or is not what you ordered, please email info@dorianvelmont.co.uk within a reasonable time with your order number and a photograph of the problem. We will arrange a replacement or a full refund at no cost to you, including postage.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not: within 30 days of delivery you have the short-term right to reject and get a full refund; up to 6 months you can ask for a repair or replacement, and a refund if that does not resolve it; and after 6 months you may still have a claim, and can ask for a repair, replacement or partial refund. These statutory rights sit alongside everything above and are never reduced by this policy.

CANCELLING BEFORE DISPATCH
If you change your mind before your order is dispatched, email us as soon as you can and we will cancel it and refund you in full.

QUESTIONS
Email info@dorianvelmont.co.uk or call +44 7828 763384. We answer emails within 1 working day, Monday to Friday.