Shipping & Delivery

UK Shipping

We dispatch orders Monday–Saturday.
Once your order is shipped, you’ll receive full tracking details via email.

• Standard Delivery: 1-3 working days £2.99 or FREE on orders over £199

• Next Day Delivery: 1 working day £4.99

• Pre-Orders: Shipping times will be clearly stated at checkout and on your confirmation email.

Processing Times

Orders placed before 2pm are typically processed the same day.
During busy periods (e.g. launches & pre-orders), dispatch may take slightly longer — but we will always keep you informed.

 

USA/Canada Shipping

We dispatch orders Monday–Friday.
Once your order is shipped, you’ll receive full tracking details via email.

• Standard Delivery: 3-5 working days £23.99

Processing Times

Orders placed before 2pm are typically processed the same day.
During busy periods (e.g. launches & pre-orders), dispatch may take slightly longer — but we will always keep you informed.

Return's & Complaint's Procedure

 

Returns Eligibility

 

For hygiene reasons, we can only accept returns on:

• Unopened hair

• Unused products

• In original, sealed packaging

Once the packaging seal is broken, the item is no longer returnable unless there is an issue with the product (please see complaint's procedure below).

 

Return Window

Returns are accepted within 14 days of receiving your order.

 

How to Request a Return

Email our support team with:

• Your order number

• The product you wish to return

• Reason for returning

We will send you the correct return address and approval.

 

Refunds

Refunds are processed within 3–5 working days once your return is received and inspected.

Shipping costs are non-refundable.

 

 

VELLÓ – Complaints Procedure 

 

At VELLÓ, we want every customer to feel confident in the quality of their hair.

If something doesn’t seem quite right, we’re here to help and will always look at things fairly.

 

1. Please Contact Us Within 7 Days

If you have a concern about your VELLÓ hair, please let us know within 7 days of receiving it.

This ensures the hair is still in its original condition for proper assessment.

2. What We’ll Need From You

To look into the issue, we’ll ask for:

    •    Clear photos or videos

    •    A short description of what you’re experiencing

    •    A list of all products you’ve been using (shampoos, conditioners, oils, serums, heat     protectant, etc.)

    •    Information on heat use (temperature + frequency)

    •    Whether the hair has been coloured, toned or altered

    •    Whether a stylist has fitted the hair (we do not assess installation issues)

This helps us understand whether the concern relates to aftercare, products, heat, installation or something else.

 

3. How We Assess

Once we have everything, we’ll review it carefully.

If we need any other details, we’ll ask.

We always aim to fully understand what has happened before making a decision.

 

4. Possible Outcomes

Depending on what we find, we may offer:

    •    Aftercare guidance

    •    Advice on product use

    •    Support in identifying whether the issue is related to fitting (this must be discussed with your stylist)

    •    In rare cases, replacement of individual pieces where a proven manufacturing fault exists

Please Note:

Replacement hair is not automatic.

It is only considered when:

    •    A verified manufacturing fault is confirmed, and

    •    Aftercare and product guidelines have been fully followed

Issues caused by colouring, toning, heat, aftercare, lifestyle or incorrect installation are not classed as faults.

 

5. Final Decision

All outcomes are based on the evidence provided and VELLÓ’s full quality assessment as a manufacturer.