Shipping policy

Shipping & Delivery Policy

Last updated: 29 July 2026

This Shipping & Delivery Policy applies to orders placed through Virelax at https://virelax.co.uk.

1. Shipping Area

We currently deliver only to addresses within the United Kingdom, including:

  • England;
  • Scotland;
  • Wales; and
  • Northern Ireland.

We do not currently deliver to the Channel Islands, the Isle of Man, British Overseas Territories or countries outside the United Kingdom unless an available delivery option is expressly displayed at checkout.

An order cannot be completed if the delivery address is outside an area supported by our checkout.

2. Free UK Standard Delivery

We provide free standard delivery on all eligible UK orders.

UK Standard Delivery: Free
Estimated transit time: 5–10 working days

There is no minimum order value for free UK standard delivery.

Any alternative delivery option and its applicable charge will be clearly displayed at checkout before payment. If no alternative option is displayed, only free standard delivery is available.

3. Order Processing

Orders are normally processed within 1–3 working days after payment has been successfully received.

Working days are Monday to Friday, excluding UK public holidays.

Orders placed after 3:00 pm UK time, on weekends or on UK public holidays will normally begin processing on the next working day.

Order processing time is separate from transit time.

4. Estimated Delivery Time

After dispatch, UK standard delivery is normally estimated to take 5–10 working days.

The estimated total time from placing an order to delivery is therefore normally:

Order processing: 1–3 working days
Transit time: 5–10 working days
Estimated total: 6–13 working days

Delivery estimates begin after the order has been dispatched, not on the date the order is placed.

Delivery times are estimates and are not guaranteed. Delays may occasionally occur because of customs processing, carrier disruption, severe weather, public holidays, high order volumes or other circumstances outside our reasonable control.

Unless a different delivery period has been expressly agreed with you, we will deliver your order without undue delay and no later than 30 days after the contract is made.

5. Dispatch Location

Orders are dispatched from our fulfilment location in China.

Packages may be transferred to a local UK delivery carrier for final delivery.

The dispatch location does not change your statutory rights as a UK consumer.

6. DDP Shipping, Import VAT and Customs Duties

Orders delivered to the United Kingdom are shipped on a Delivered Duty Paid basis.

Applicable import VAT, customs duties and standard customs-clearance charges are included in the product price or are paid as part of our delivery arrangement.

Customers should not normally be required to pay additional import VAT, customs duties or clearance charges when the order is delivered.

If a carrier unexpectedly requests payment of an import charge, please do not pay it before contacting us at sumaiya389059@gmail.com. Send us your order number and a copy or photograph of the payment request so that we can investigate.

This section applies to orders placed and delivered within the United Kingdom through our website.

7. Order Confirmation and Dispatch

After placing an order, you should receive an order confirmation email at the address supplied during checkout.

A confirmation email acknowledges that we have received your order. It does not necessarily confirm that the order has been dispatched.

When your order has been dispatched, we will send a dispatch confirmation email where available.

Please check your spam or junk folder if you do not receive the expected email.

8. Order Tracking

Where tracking is available, your dispatch confirmation email will include a tracking number or tracking link.

Tracking information may take up to 24–48 hours to become active after dispatch.

International tracking may show limited updates while the parcel is moving between countries. Additional tracking updates normally appear after the parcel is received by the local UK delivery carrier.

9. Delivery Address

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

Please check the following information carefully before placing your order:

  • Full recipient name;
  • House number and street;
  • Flat, unit or building information;
  • Town or city;
  • UK postcode;
  • Email address; and
  • Contact telephone number, where requested.

If you notice an error after placing an order, contact us immediately at sumaiya389059@gmail.com.

We will try to update the address before dispatch, but we cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

10. Incorrect or Incomplete Addresses

If an order cannot be delivered because the address supplied by the customer was incomplete or incorrect, the parcel may be returned to the fulfilment facility.

If this happens, we will contact you to discuss redelivery or refund options.

Where permitted by law, reasonable costs directly caused by an incorrect or incomplete address may be deducted from a voluntary refund or charged for redelivery.

No such charge will apply where the delivery failure was caused by Virelax or a carrier acting on our behalf.

11. Missed Deliveries and Unclaimed Parcels

The carrier may leave delivery instructions, attempt redelivery or send the parcel to a local collection point if nobody is available to receive it.

Customers are responsible for following the carrier’s instructions and collecting the parcel within the period specified by the carrier.

If a parcel is returned because it was refused or not collected, contact us to discuss the available options.

Where legally permitted, reasonable redelivery or return costs directly caused by a refusal or failure to collect may be deducted from a voluntary refund.

12. Delayed Orders

If your order has not arrived within the estimated delivery period, please:

  1. Check the tracking information;
  2. Check for delivery notices from the carrier;
  3. Confirm that the delivery address on your order is correct; and
  4. Contact us at sumaiya389059@gmail.com.

Please include your order number when contacting us.

We will investigate the shipment with the relevant carrier. Carrier investigations may require additional time, but this does not limit your statutory rights.

13. Lost Orders

If an order is confirmed as lost in transit, we will offer an appropriate remedy, which may include:

  • Sending a replacement at no additional cost; or
  • Issuing a refund to the original payment method.

Risk of loss or damage remains with Virelax until the goods are delivered to you or to a person identified by you to receive them, except where you independently arrange a carrier that we did not offer.

14. Damaged Orders

Please inspect your order as soon as reasonably possible after delivery.

If the product or parcel arrives damaged, contact us promptly at sumaiya389059@gmail.com and provide:

  • Your order number;
  • A description of the damage;
  • Photographs of the product;
  • Photographs of the external packaging; and
  • Photographs of the shipping label, where available.

Providing photographs helps us investigate the issue with the carrier, but it does not affect your statutory rights.

Do not dispose of the product or packaging until we confirm whether they are required for the investigation.

15. Split Shipments

An order containing multiple products may occasionally be sent in more than one parcel.

If this happens:

  • Parcels may arrive on different dates;
  • Each parcel may have a separate tracking number; and
  • You will not be charged additional standard delivery fees.

Receiving one parcel does not necessarily mean that the remaining products are missing.

16. Delivery Restrictions

We may be unable to deliver to certain restricted, remote or non-standard addresses, including some:

  • PO Box addresses;
  • Parcel-forwarding services;
  • Military addresses;
  • Offshore territories; or
  • Locations that are not supported by the available carrier.

If we cannot deliver to the address provided, we will contact you and issue an appropriate refund if no suitable alternative address can be agreed.

17. Cancellations, Returns and Refunds

Information about:

  • Cancelling an order;
  • Change-of-mind returns;
  • Faulty or damaged products;
  • Return shipping;
  • Refund processing; and
  • UK statutory cancellation rights

is available in our Refund & Returns Policy:

https://virelax.co.uk/policies/refund-policy

Nothing in this Shipping & Delivery Policy limits your rights under applicable UK consumer law.

18. Contact Us

For delivery questions or shipping problems, contact:

Trading name: Virelax
Email: sumaiya389059@gmail.com
Website: https://virelax.co.uk

Please include your order number so that we can respond efficiently.