FAQS

ORDERS & DELIVERIES

standard

  • HOW MUCH DOES STANDARD DELIVERY COST?

    There is no delivery fee to pay with Standard Delivery.

  • HOW DOES STANDARD DELIVERY SERVICE WORK?

    If you order before 11am on a Monday - Friday, you should receive it within one to four working days (however average delivery is 2 days). If you order on a Saturday, Sunday or Public Holidays, the average delivery timescale is 3 days.

    We aim to meet these delivery times, but deliveries may take longer during busy periods. Sometimes, our systems or bad weather can temporarily affect delivery services, causing changes to our deadlines and/or longer delivery times. However, we will always work to keep any temporary changes to a minimum. Velo is not responsible for lost or stolen parcels due to delivery instructions left for the courier.

General

  • DO YOU SHIP DURING BANK HOLIDAYS AND WEEKENDS?

    We don't ship on Bank Holidays or weekends. Orders made during these times will be sent on the next working day. Please see our Delivery & Return policy for more information.

  • CAN I MAKE CHANGES TO MY ORDER ONCE IT HAS BEEN PLACED?

    We cannot amend your order once it has been placed. Please wait for your order to be delivered, then call our VELO Care Team on 1800932710 contact our Customer Care Team at info.ie@velo.com for further assistance.

  • WHEN ARE ORDERS DISPATCHED?

    We aim to dispatch all orders on the same day. However, certain exclusions may apply if you placed an order later in the day or selected a specific delivery method. Please see Delivery & Return policy for more information.

  • WHERE CAN I APPLY A DISCOUNT CODE?

    To use your discount code, go to 'view basket' after adding items. Enter your code in the box provided.

  • WHAT HAPPENS ON THE DAY MY ORDER IS DUE TO BE DELIVERED?

    Delivery will be attempted between 08:00-20:00. If you haven't received your order by then, please call our VELO Care Team on 1800932710 contact our Customer Care Team at info.ie@velo.com for further assistance.

    Please note that a signature might be needed upon delivery. If you're unavailable, the courier should leave a calling card. This card will inform you if the package was left in a secure spot, with a neighbour, or provide collection instructions. Depending on the courier, the courier might offer alternate delivery options, like changing the delivery date or leaving the package with a neighbour.

    We aim to meet these delivery times, but deliveries may take longer during busy periods. Sometimes, our systems or bad weather can temporarily affect delivery services, causing changes to our deadlines and/or longer delivery times. However, we will always work to keep any temporary changes to a minimum. Velo is not responsible for lost or stolen parcels due to delivery instructions left for the courier.

  • I'M STILL WAITING FOR MY ORDER

    If your estimated delivery date already passed, please allow a few more days, especially during peak times. Our couriers always do their best to get your order to you, so keep track using your provided tracking link. If you still haven't received your order after a few extra days, call our VELO Care Team on 1800932710 contact our Customer Care Team at info.ie@velo.com for further assistance.

    We aim to meet these delivery times, but deliveries may take longer during busy periods. Sometimes, our systems or bad weather can temporarily affect delivery services, causing changes to our deadlines and/or longer delivery times.

    However, we will always work to keep any temporary changes to a minimum. Velo is not responsible for lost or stolen parcels due to delivery instructions left for the courier.

  • THE COURIER SAYS MY ORDER HAS BEEN DELIVERED, BUT I AM STILL WAITING TO RECEIVE IT

    The courier might leave your parcel with a neighbour or in a designated safe place. Refer to the tracking link in your dispatch email to see the parcel's location. Please note that Velo is not responsible for parcels lost or stolen due to specific delivery instructions given to the courier.

PAYMENT

  • HOW CAN I PAY FOR MY ORDER?

    You can pay online using Visa or Mastercard debit or credit cards.

  • CAN I USE A PAYMENT CARD THAT IS NOT REGISTERED IN THE REPUBLIC OF IRELAND?

    No (it might go through but the chances are it would get rejected)

  • CAN I ORDER ON BEHALF OF THE ACCOUNT HOLDER?

    No. Only the account holder can place the order.

ADDRESS

  • CAN I SHIP TO A WORK ADDRESS?

    You can add a work address in your Velo address book, under your account settings. We deliver to work addresses within Republic of Ireland

  • DO YOU DELIVER OUTSIDE OF THE REPUBLIC OF IRELAND?

    Velo only delivers products to customers based in the Republic of Ireland. We do not ship to other destinations.

  • DO YOU DELIVER TO PO ADDRESSES?

    We do not deliver to PO addresses.

  • CAN I CHANGE MY DELIVERY ADDRESS ONCE MY ORDER HAS BEEN PLACED?

    We cannot change the delivery address once an order has been placed. Please wait for your order to be delivered, please call our VELO Care Team on 1800932710 contact our Customer Care Team at info.ie@velo.com to arrange a return.

INCORRECT & MISSING ITEMS

  • I AM MISSING A PRODUCT FROM MY ORDER

    Before reaching out to our Customer Care Team, please note that some of your items might arrive in separate parcels due to stock issues at the time of order. Check your emails, including junk or spam, to see if any items are being delivered separately. If you've done this, and your order hasn't arrived, contact our Customer Care Team within 14 days of the date of the first part of your was delivered, call our VELO Care Team on 1800932710 or contact our Customer Care Team at info.ie@velo.com.

  • I RECEIVED ITEMS DIFFERENT TO WHAT I ORDERED

    Please call our VELO Care Team on 1800932710 or contact our Customer Care Team at info.ie@velo.com for further assistance.

  • I'VE RECEIVED A FAULTY PRODUCT. WHAT SHOULD I DO?

    If one of your products is faulty, please contact our Customer Care Team within 30 days of delivery, please call our VELO Care Team on 1800932710 or contact our Customer Care Team at info.ie@velo.com. We are unable to send replacements for any faulty items.

RETURNS

  • HOW DO I RETURN AN UNWANTED ITEM FROM MY ORDER?

    If a product is unopened in its original packaging, you can return it for free. You'll receive a full refund if you return an item within 14 days of delivery/collection. We will issue your refund to the original payment method within 28 days of receiving the return. Our returns policy does affect your statutory rights. We don't accept returns for unwanted items after this given period. If you try to make a return after 14 days, we may have to send it back to your default delivery address. Returned items are your responsibility until they reach us, so ensure you pack them well to prevent damage during return shipping. Please ensure you get and keep proof of postage if you need to discuss your return with us.

  • CAN I RETURN MORE THAN ONE ORDER IN THE SAME PARCEL?

    No. If you have more than one order you would like to send back, you must send them back in separate parcels.

  • HOW DO I RETURN AN ORDER?

    You can contact us within 14 days of receiving your order to return it for a refund. Please call our VELO Care Team on 1800932710 or contact our Customer Care Team at info.ie@velo.com for further assistance. They will provide you with return instructions via email. Upon arrival, all returned items will be inspected. If the item is not in its original condition, we may not be able to accept your return for a refund. All refunds are subject to our original condition and fair use policies set out in our Returns Policy. Please allow up to 10 working days for the funds to reflect in your account.

  • I BOUGHT MY VELO PRODUCT FROM A THIRD PARTY. CAN I RETURN IT TO YOU?

    No, we do not accept third party returns.

Your Account

  • WHY IS AGE VERIFICATION NEEDED?

    Due to the nature of our products, we only accept orders from people aged 18 years or over to a registered postal address in the Republic of Ireland.

  • HOW DO I AGE-VERIFY MY ACCOUNT?

    To age-verify your account, please use our recognition process and complete your account registration when creating your account online. If you encounter any difficulties, please call our VELO Care Team on 1800932710 or contact our Customer Care Team at info.ie@velo.com for further assistance.

  • I AM UNABLE TO VERIFY MY AGE

    If you encounter difficulties verifying your account, please call our VELO Care Team on 1800932710 or contact our Customer Care Team at info.ie@velo.com.

  • HOW CAN I SEE MY PAST ORDERS?

    You can view your past orders by logging into your account and selecting ‘Previous orders’.

  • CAN I CHANGE MY DELIVERY DETAILS?

    Unfortunately, delivery details cannot be changed if you have placed an order. You need to wait for the order to be delivered to the designated address, please call our VELO Care Team on 1800932710 or contact our Customer Care Team at info.ie@velo.com to arrange a return and refund.

COMMON QUESTIONS

  • HOW DO YOU USE NICOTINE POUCHES?

    To use nicotine pouches, simply twist off the lid of the package and take out a pouch and tuck it between your lip and your gum for up to 30 minutes. You'll feel a tingling sensation for a moment, which is how you know the nicotine is being released. Learn more about how to use nicotine pouches.

  • WHAT ARE NICOTINE POUCHES?

    Nicotine pouches are small, tobacco free pouches that contain nicotine at various strengths. They are tucked away between your lip and gum, giving off no smoke* or lingering smells. Easy to use, they enable you to go about your day, releasing nicotine over the course of 30 minutes, while giving off your chosen flavour. Learn more in our guide to nicotine pouches.*This product is not risk-free and contains nicotine, an addictive substance. For adult nicotine consumers only.

  • ARE NICOTINE POUCHES GOOD FOR QUITTING SMOKING?

    Nicotine pouches offer adult smokers and nicotine consumers a convenient and alternative way to consume nicotine with 99%* less toxicants, without having to go outside. Discreet and easy to use, nicotine pouches can be used any time, anywhere with no smells** or smoke to disturb others. Learn more about alternatives to smoking.

    *This product is not risk-free and contains nicotine, an addictive substance.99% less toxicants than a cigarette comparison is based on an assessment of smoke from a scientific standard reference cigarette (approximately 9mg tar) and components released during use of a VELO pouch, in terms of the average of the 9 harmful components the World Health Organisation recommends to reduce in cigarette smoke.

    ** Compared to a conventional cigarette when smoked. This product is not risk-free and contains nicotine, an addictive substance.

  • ARE NICOTINE POUCHES THE SAME AS SNUS?

    VELO and Snus are two different products. Snus is a traditional oral tobacco product that is made from air-dried tobacco, whereas VELO is a new generation oral nicotine product that does not contain tobacco. VELO is made from high-quality, pharmaceutical grade nicotine, plant-based materials, as well as food-grade flavourings and sweeteners.