Frequently Asked Questions

Here at this page, we have gathered the answers to the most common questions we receive.

QUESTIONS REGARDING DELIVERY

How long is the delivery time?

- Delivery time varies depending on whether there are different suppliers or whether it is in stock or is an order item. Information about estimated delivery time can be found under all products in the webshop.

How is the delivery done?

- Most products are delivered to a DHL delivery point near your chosen delivery address. You will receive a message and an identification number when the product arrives, after which you can pick up your product when it suits you. However, the item must normally be picked up within 10 days. You will receive further information when the delivery arrives to the delivery point. Check the item upon receipt. 

For packages that are delivered to the delivery point and that are not redeemed, you will be charged a return and handling cost!

My item was damaged upon delivery, what do I do?

- Transport damage must be reported within 7 days (including the day the goods are received). It is the customer's obligation to immediately inspect the goods upon arrival so that there is no damage or hidden damage to the product. Complaints after 7 days can unfortunately not be processed.

If your product is damaged upon arrival, make a complaint through our website. Complete the step by step, attach photos of the packaging, at least a whole photo and detailed photo, so processing becomes easier. In the case of boilers and pumps, the serial number of the machine must be stated.

Any damage must be noted on the consignment note together with the driver when you receive the delivery. This is very important as you can not claim a transport damage afterwards.

How do I get notified?

- The forwarder will notify you via SMS / e-mail when the package is ready to be picked up by an agent. In the case of packages that are delivered directly to the delivery address, the forwarder usually notifies about 1-2 days before delivery via telephone / sms, you will then receive suggestions for the day and a time interval for delivery.

Do I have to be home on delivery?

- Yes, you or someone else in the family must receive the delivery to be able to rule out a possible shipping damage. Shipping companies will not leave the goods without a signature. Deliveries take place during the day. Upon delivery, it is required that you as the recipient can identify yourself. If someone else receives the delivery for you, he / she must be able to identify both himself / herself and you.

Vid hemleverans av gods måste du som kund vara tillgänglig under överenskommen tid med fraktbolag. Annars kan eventuella bom körnings kostnader debiteras.  


How do I know that you have received my order?

- We always send confirmation emails as soon as your order arrives in our system. Sometimes this lands in the "Spam Basket". Feel free to look there if you have not received the confirmation yet.

How do I return?

Return with postal services.

Attach a note, mark with your order number and if the item is paid with invoice, attach repayment information (name of bank, clearing number, account number).

Return adress:

Velltra.se

Falsterbovägen 245

235 91 Vellinge

E-Mail: kontakt@velltra.se

Phone: 0704221753

We have a 14-day right of return / withdrawal. This means that you must notify us within 14 days of receiving your delivery.

The customer is responsible for the return cost unless we sent the wrong item. When the return package has been booked and handed over to the postal services, please send the shipment number to us via email (also state your order number and which product you have returned and how many).

Unfortunately, it happens that we do not receive the pickup notifications from the postal services. You have to enter our email address and mobile number when booking a return.

Please note that we do not pick up packages that are sent to the delivery point as we do not have the opportunity to pick up.

When returning all or part of the order, the delivery cost or handling fee will not be refunded!


QUESTIONS REGARDING PAYMENT

Does it cost extra to pay by invoice?

- No extra cost will be added. A handling fee of 59 SEK will be added to ALL orders regardless of payment method and order value. 


JavaScript seem to be disabled in your browser.

You must have JavaScript enabled in your browser to utilize the functionality of this website.