Shipping policy

✅ VELARE COFFEE — SHIPPING POLICY

Last updated: April 2026

This Shipping Policy forms part of the Velare Coffee Terms of Service and applies to all orders placed via velarecoffee.com.

Velare Coffee is a trading name of Coffee Latitude, a sole trader business operated by Matthew Bland in England, United Kingdom.

1. Processing Times

Orders are typically processed within 1–2 working days (Monday to Friday, excluding public holidays) before dispatch.

During periods of high demand, product launches, or promotional activity, processing times may extend. Where a material delay occurs, we will notify you by email.

Once dispatched, you will receive a shipping confirmation email with tracking details.

If you have not received dispatch confirmation within three working days, please contact us at hello@velarecoffee.com.

2. Shipping Methods, Rates & Delivery Times

All orders are shipped using tracked UK courier services, including Royal Mail Tracked, DPD Local, or Evri, depending on fulfilment routing.

UK Shipping Rates

  • Tracked Delivery: £4.95
    Estimated delivery: 2–4 working days from dispatch
  • Free Tracked Delivery: Orders over £50 (automatically applied at checkout)

Delivery timeframes are estimates provided by couriers and are not guaranteed.

Delivery estimates begin after dispatch, not from the time of order.

For remote or non-mainland UK locations, delivery may take 3–7 working days.

3. Address Responsibility

Customers are responsible for providing a complete and accurate delivery address at checkout.

Velare Coffee cannot refund or replace orders where:

  • The delivery address was entered incorrectly
  • Required address details (e.g. flat number, building name) were omitted
  • The courier confirms delivery to the address provided

If an error is identified after placing an order, please contact us immediately. While we will attempt to amend details before dispatch, changes cannot be guaranteed once processing has begun.

4. Courier Delivery & Safe Place Policy

If a delivery attempt is unsuccessful, the courier may, at their discretion:

  • Leave the parcel in a designated safe place
  • Leave the parcel with a neighbour
  • Attempt redelivery
  • Redirect the parcel to a collection point

Velare Coffee is not liable for parcels once the courier confirms delivery to:

  • The provided address
  • A safe place
  • A neighbour

5. Lost or Missing Parcels

A parcel is considered lost only when formally confirmed as such by the courier.

We are unable to issue a replacement or refund until:

  • The courier investigation has been completed, and
  • The parcel is officially confirmed as lost

Courier investigations typically take 7–10 working days.

6. Damaged Parcels

If your order arrives damaged, you must contact us within 48 hours of delivery.

Please include:

  • Your order number
  • Clear photographs of:
    • Outer packaging
    • Shipping label
    • Damaged items

Photographs must be taken before packaging is disposed of.

Without this evidence, we may not be able to process a claim.

7. Refused, Failed or Returned Deliveries

If a parcel is returned due to:

  • Incorrect or incomplete address
  • Failure to collect from courier or collection point
  • Customer refusal
  • Multiple failed delivery attempts

The order may be refunded once received back in unopened, resalable condition, minus original shipping costs.

Additional redelivery charges will apply if the order is re-sent.

8. Third-Party Fulfilment

Velare Coffee works with trusted third-party fulfilment partners, including Isurus, BBH, and approved suppliers.

Where applicable:

  • Dispatch locations may vary
  • Packaging may differ
  • Tracking updates may originate from the fulfilment partner

Once dispatched, responsibility for delivery lies with the courier under their service terms.

9. International Orders

Velare Coffee currently ships within the United Kingdom only.

International shipping options are planned and will be introduced in due course.

10. Contact

For all shipping enquiries:
📧 hello@velarecoffee.com

11. Correspondence & Returns Address

All written correspondence and standard returns should be sent to:

Velare Coffee
Lytchett House
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
United Kingdom

Before returning any item, you must contact hello@velarecoffee.com to obtain authorisation and return instructions.

Some returns (including courier-managed or fragile items) may require a designated processing address, which will be provided upon approval.