FAQ
Answers to common questions about delivery, Cash on Delivery, returns and our products.
Delivery
How much does delivery cost?
Standard delivery is free on all orders to UK addresses, with no minimum spend.
How long will my order take?
Orders are usually prepared within 1 to 3 business days and transit takes 3 to 7 business days, so the total estimated delivery time is 4 to 10 business days. Some remote and island postcodes can take longer. See our Shipping Policy.
Where do you deliver?
We deliver to addresses in the United Kingdom only, including Northern Ireland and the Scottish Highlands and islands. We cannot currently deliver outside the UK, to the Channel Islands, the Isle of Man or BFPO addresses.
How can I track my order?
Use our Track Your Order page with your order number and billing email to see its status. Where the delivery service provides a tracking reference, we email it to you after dispatch.
Payment
How do I pay?
Cash on Delivery is our only payment method. You pay the order total when your order is delivered. No card details are collected online.
Is there a fee for Cash on Delivery?
No. There is no Cash on Delivery fee and delivery is free, so the total shown at checkout is the amount you pay.
Do I need the exact amount?
If possible, please have the exact amount ready, as the driver may not be able to give change. If you would like to pay on delivery another way, contact us before dispatch and we will tell you what the delivery service accepts.
Returns and cancellations
Can I return something?
Yes. Contact us within 30 days of delivery to request a return. Change of mind returns should be unused, and you pay the return postage. See our Return and Refund Policy.
How will I get my refund?
As you paid in cash, refunds are paid by bank transfer to a UK bank account in your name, usually within 5 business days of the return being approved.
My item arrived damaged or faulty. What should I do?
Contact us as soon as possible with your order number and photos of the item and packaging. We will arrange a replacement, repair or refund and cover reasonable return costs.
Can I cancel my order?
Yes. Send a request as soon as possible, ideally within 12 hours of ordering, using the form on our Order Cancellation Policy page, through My Account, or by email or phone. You can also cancel within 14 days of receiving your order under UK law.
Products
Why does my item look slightly different from the photos?
Many of our products are made from natural materials such as mango wood, teak, marble and handblown glass. Grain, colour, veining and small bubbles vary from piece to piece, as described on each product page.
How do I care for wooden pieces?
Follow the care instructions on the product page. Most wooden items should be hand washed with water and gentle soap, dried with a soft cloth and kept out of the dishwasher.
Do your products come with a warranty?
We do not offer a separate commercial warranty, but your statutory rights under the Consumer Rights Act 2015 always apply. See our Warranty Policy.
How can I contact you?
Email contact@velocity4health.shop, call +44 7868 001358 or use our contact form. We are open Monday to Friday, 10am to 6pm.
Still have a question?
Our team is here Monday to Friday, 10am to 6pm.