Category Navigation:

Frequently Asked Questions

Shipping & Delivery
Privacy & Security
Returns & Replacements
Ordering
Payment, Pricing & Promotions

Shipping & Delivery

UK Delivery

We use DHL couriers for all orders, when your goods are dispatched an email will arrive with the tracking number for your parcel. Be sure to add sales@velouk.co.uk to your safe senders list to avoid our communications being treated as junk mail.

Costs
Delivery costs £3.50 for orders under £100, and we offer free delivery for orders above £100.

General Information

All packages have to be signed for.
We also take precautions to prevent credit card fraud, and under some situations we may need to make extra checks. We are happy to deliver to a different address to that which your credit card is registered to, but we may require additional identity checks from you before doing so.

Delivery Times
We endeavour to send all orders placed before 12pm Monday to Friday out the same day and we utilise a Next Working Day courier service. At peak seasonal times we may need an extra day or two to process your order. If your order is urgent please notify us.

Please note: We cannot guaranteed a rushed service. We will always endeavour to ship your product within 24hrs (Monday to Friday) and within the UK we use a priority delivery service, however, we recomend you allow extra time for deliveries if extreme weather is forcast and or it is mid to late December.

Overseas Delivery

We can ship to EU member countries however due to supplier agreements we are not able to ship certain products outside of the UK. Shipping is a flatrate of £20 to £25 per order and is calculated at the checkout when your country is selected.

Privacy & Security

Your privacy is important to us. On our ecommerce server we only have the information that you provide for making orders, i.e. name, address and contact information. This limited set of information and your orders are available for you to view from the 'account dashboard'.

Importantly we do not keep credit card numbers on the system. Should you make a purchase with a credit card this information will be passed to a third party gateway with only the result of that transaction being 'known' by our server.

As per the Data Protection Act we can provide you with full details that we may have on you online and on our back office system. See our contacts page for how to contact us to make a formal request. If you have any questions regarding privacy, please visit our Privacy Policy page for full details.

Returns & Replacements

As one of Karysmatik's online ecommerce ventures we have comprehensive Returns & Replacements proceedures in place, as well as a Fast Track Return program.

Ordering & Payment

I wish to place an order, when will you charge my payment card?
At Velouk.co.uk we only charge your credit/debit card once we are ready to dispatch your goods. This is as per UK law regarding distance selling over the internet.

What happens if my goods arrive and they are faulty or broken?
You will need to contact us within seven days of your order arriving for this under UK law. Once you have contacted us, we can arrange for the return of faulty/damaged item(s) for replacement or a full refund.
Note: If we are unable to dispatch a replacement item then we will advise you on the alternative products or when an exact replacement will be available from our suppliers.

What happens if I receive different goods to what I ordered?
On very rare occassions we dispatch the wrong items, if this happens, contact us immediately and we will do what we can to rectify the situation. Normally you will need to send the items back to us first before we can send out replacement(s).

Include a copy of your postage receipt and we will refund you the postage costs
Please use a courier or registered post to avoid any 'it hasn't arrived yet' problems

If you are in a hurry we can send out a replacement immediately, however, we will need to charge you for the items in transit, i.e. temporarily charge you for the goods that are in the post. When the returned goods arrive back with us we will cancel the extra charge on your card and refund your postage.

What happens if I don't like the goods and need a different size/colour?
Make sure the items are in unused, saleable condition and return them to us. We will then be able to refund you for the goods or dispatch a replacement to you. Note that if stock is not available for your prefered size/colour option then we may not be able to dispatch a replacement. We can advise you on a different product and send that out, charging/refunding your card as required.

What happens if I have a warranty problem with a product?
We will need to see the item and make sure that the problem is covered by the warranty. Original proof of purchase will be required. With some manufacturers it can take some time to get the product off to them for the purposes of the warranty.

What happens if a product I have ordered is out of stock?
Sometimes our stock record can differ to what is in our warehouse. If there is an availability problem then we will contact you as soon as we can. We can refund your card or find an alternative size/colour/product for you.

VAT
All products that are subject to VAT are taxed at 17.5% VAT and on January 1, 2011 VAT will rise to 20%. The prices shown on this website are inclusive when displayed. VAT will be seperated out and clearly displayed during your checkout.

None of the above affects your rights under statutory law.

PRODUCTS BY BRAND

ABOUT VELO UK

Established in 2008, Velo UK is a retailer of premium protective wear for cyclists and mountain bike safety gear covering all MTB disciplines from downhill to single speed, in addition to BMX and includes a selection of cycling clothing and road shoes for road bike users.

QUICK LINKS

SUPPORT

Call Us: 0845 388 2931

VELO UK is a Karysmatik business.