Shipping policy

1. General Information

VELCERA provides retail and wholesale delivery services for clay and ceramic tableware and related products.

We serve individual customers (B2C) and business customers (B2B), including retailers, hospitality businesses and other commercial purchasers.

To maintain efficient order processing and distribution, product storage, picking, packing, dispatch and transportation are arranged through authorised third-party fulfilment and logistics providers.

VELCERA remains the merchant responsible for managing customer orders and meeting its applicable legal and contractual obligations.

2. Shipping Destinations

Delivery availability depends on the customer's destination, product characteristics, order size and available logistics arrangements.

Shipping options may include domestic delivery within the United Kingdom and international delivery to supported destinations.

Not all products or shipping methods are available in every region.

Available delivery destinations, methods and relevant charges will be communicated before an order is placed.

For destinations requiring special handling or freight arrangements, customers may be asked to contact us for a delivery quotation.

3. Order Processing

Orders are processed after acceptance and in accordance with the applicable payment terms.

Processing may include:

  • Confirming product availability.

  • Verifying order and payment information.

  • Allocating stock from a fulfilment facility.

  • Picking and inspecting ordered products.

  • Preparing protective packaging.

  • Arranging collection by the selected delivery provider.

Processing times may vary according to product availability, quantity, order complexity and fulfilment capacity.

The applicable dispatch arrangements will be provided during checkout, in an accepted quotation or through the relevant order confirmation.

Processing and dispatch times are separate from the transit time required for delivery.

4. Delivery Times

Estimated delivery times depend on the destination, shipping method, order size and carrier availability.

An applicable delivery period will be communicated before the order is placed.

For UK consumer purchases, unless a different delivery period has been agreed, goods will be delivered without undue delay and no later than 30 days after the contract is formed, in accordance with applicable law.

Wholesale orders, bulk shipments and international deliveries may require separately agreed delivery periods.

Where a specific delivery deadline has been agreed, we will handle the order in accordance with that commitment and applicable law.

Delivery estimates are not guarantees unless expressly agreed as binding delivery dates.

If a delay occurs, we will take reasonable steps to inform the affected customer and provide an appropriate resolution.

5. Shipping Charges

Shipping costs are determined by relevant factors, which may include:

  • Delivery destination.

  • Shipment weight and dimensions.

  • Product quantity.

  • Packaging requirements.

  • Selected delivery service.

  • Pallet or freight requirements.

  • Additional services expressly requested by the customer.

Applicable delivery charges will be disclosed before a retail order is submitted.

For business orders requiring customised transport, the relevant charges will be included in the quotation or otherwise agreed before the order is confirmed.

Any additional charges requiring customer approval will be communicated before being incurred.

6. Packaging and Handling

Clay and ceramic products require careful handling because of their fragile nature.

Orders are prepared using protective packaging appropriate to the products and selected transportation method.

Packaging may include:

  • Protective cushioning materials.

  • Individual product wrapping.

  • Dividers or protective inserts.

  • Reinforced outer cartons.

  • Additional external protection.

  • Palletised packaging for larger commercial shipments.

Packaging methods may vary depending on the dimensions, quantity and fragility of the ordered products.

Our fulfilment partners are instructed to handle products with appropriate care throughout the preparation and dispatch process.

We aim to reduce the risk of transport damage while recognising that no packaging method can eliminate every possible risk.

7. Retail Deliveries (B2C)

Retail orders are generally shipped to the delivery address supplied by the customer during checkout.

Customers should ensure that their delivery information is complete and accurate.

For consumer orders, the risk of accidental loss or damage generally remains with VELCERA until the goods come into the physical possession of the consumer or a person identified by the consumer to receive them.

An exception may apply where the consumer independently commissions a carrier that was not offered by VELCERA.

The appointment of a third-party fulfilment company or courier does not remove VELCERA's statutory responsibilities to consumer customers.

8. Wholesale and Commercial Deliveries (B2B)

Business orders may require additional coordination because of larger quantities, shipment weights or specialist transport arrangements.

Depending on the order, commercial deliveries may be arranged using:

  • Standard parcel services.

  • Multi-parcel deliveries.

  • Dedicated delivery vehicles.

  • Pallet transport.

  • Freight or specialist logistics services.

Delivery methods, schedules, costs and any special unloading requirements will be communicated before the relevant arrangements are finalised.

Unless otherwise agreed in writing, risk for business orders passes upon delivery to the agreed delivery location or upon collection by a carrier independently appointed by the business customer.

Alternative delivery terms or risk arrangements may be specified in an accepted commercial agreement.

9. Partial and Multiple Shipments

An order may occasionally require more than one shipment because of stock allocation, product dimensions, packaging requirements or logistics arrangements.

Where an order is divided into multiple consignments, the customer will be informed where reasonably practicable.

Separate shipments may arrive at different times.

Any additional shipping charges for split deliveries will be handled in accordance with the charges disclosed and agreed for the order.

10. Order Tracking and Delivery Confirmation

Tracking availability depends on the selected carrier and shipping service.

Where tracking information is available, it may be provided electronically or through the relevant order communication channel.

Some commercial freight or specialist deliveries may operate without conventional online parcel tracking.

In those circumstances, delivery progress may be communicated through the logistics provider or customer support.

Proof of delivery, where available, may include a delivery confirmation, recipient acknowledgement, signature or other carrier record.

11. International Shipping and Customs

International orders may be subject to customs procedures, import VAT, duties, handling charges or other charges imposed by the destination country.

The applicable tax and customs treatment depends on the shipping destination, order value and agreed delivery terms.

Where such charges are not included in the purchase price or shipping charges, responsibility for payment will be clearly disclosed before purchase in accordance with applicable law.

Business customers arranging international deliveries may be subject to separately agreed customs, importer-of-record or freight conditions.

VELCERA is not responsible for customs processing delays outside its reasonable control, but this does not restrict any mandatory customer rights.

12. Incorrect Addresses and Failed Delivery

Customers are responsible for providing accurate delivery information and reasonable instructions necessary to complete delivery.

If a shipment cannot be delivered because of incorrect or incomplete information, an unsuccessful delivery attempt or a failure to accept an agreed delivery, we will contact the customer where reasonably possible to arrange a resolution.

Any additional delivery or return charges will be applied only where permitted by applicable law and the relevant agreed terms.

Customers should contact us promptly if they discover an error in their delivery details.

Changes may not be possible after an order has entered the dispatch process.

13. Lost, Delayed or Missing Shipments

If a shipment is significantly delayed, missing or marked as delivered but has not been received, customers should contact contact@velcera.shop.

Please provide the order number and any relevant delivery information.

We will investigate the matter with the fulfilment provider or carrier and take appropriate action.

For consumer orders, statutory rights concerning non-delivery, late delivery, cancellation and refunds remain applicable.

For business orders, any remedy will be determined according to the agreed commercial terms and applicable law.

14. Goods Damaged During Delivery

We recommend that customers inspect delivered ceramic products as soon as reasonably practical.

If any item arrives broken, chipped, cracked or otherwise damaged, please contact our customer support team.

Useful supporting information includes:

  • Order number.

  • Description of the affected item.

  • Photographs of the damage, where possible.

  • Photographs of the packaging, where available.

  • Details of any missing products.

Business customers receiving large or palletised shipments are encouraged to record visible transport damage on the delivery documentation and notify us promptly.

These recommendations do not impose an arbitrary deadline that removes statutory consumer rights.

Damaged or defective items will be handled in accordance with our Return and Refund Policy and applicable law.

15. Returns and Reverse Logistics

Product returns may be processed through an authorised third-party fulfilment or returns facility.

Customers should contact our support team for appropriate return instructions.

The correct returns address may differ from our business contact address.

Return transport arrangements, applicable charges and refund eligibility are governed by our Return and Refund Policy and relevant statutory requirements.

Customers should package ceramic items securely when returning them to reduce the risk of additional damage during transit.

16. Contact Information

For shipping questions, delivery enquiries, missing orders or damaged shipments, please contact:

Merchant: VELCERA
Company Number: 17538818
Customer Support: contact@velcera.shop
Business Address: 111 Fleet Street, London EC4A 2AB, United Kingdom