Contact information
Contact Information
In compliance with the Electronic Commerce (EC Directive) Regulations 2002, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and UK GDPR.
1. Business Information
- Company name: Laden Carvalho Ltd
- Company number: 17170540 (registered in England and Wales)
- Trading name: Vellora
- Registered address: Civic House, 156 Great Charles Street Queensway, Birmingham, England B3 3HN
- Website: velorraco.shop
- Customer support email: contact@velorraco.shop
2. Customer Support
Whether you have a question about your order, a product, a return, or anything else — our team is here to help.
Email (preferred channel):
contact@velorraco.shop
We aim to respond to all enquiries within a maximum of 2 business days.
Contact form:
Available at velorraco.shop. Please include your full name, email address, order number (if applicable), and a clear description of your enquiry.
Vellora does not currently offer telephone support.
3. Support Hours
- Monday to Friday: 9:00 AM – 6:00 PM (GMT / BST)
- Weekends and UK public holidays: closed — messages received will be answered the next business day
4. Formal Complaints
To submit a formal complaint, please email contact@velorraco.shop with the subject line "Formal Complaint". Include a full description of the issue, your order number, and the outcome you are seeking.
We will acknowledge receipt within 2 business days and provide a full response within a maximum of 30 calendar days.
If your complaint is not resolved to your satisfaction, you may escalate to:
- UK customers: Citizens Advice Bureau at www.citizensadvice.org.uk, or Trading Standards via your local authority.
- EU / international customers: The EU Online Dispute Resolution platform (for customers based outside the UK) at https://ec.europa.eu/consumers/odr/.
5. Data Protection Enquiries (UK GDPR)
To exercise your rights under UK GDPR (access, rectification, erasure, restriction, portability, or objection), please contact us:
- Email: contact@velorraco.shop
- Subject line: "Data Rights Request"
- Include: your full name, the specific right you wish to exercise, and a copy of your identity document
We will respond within one calendar month. If you are unsatisfied with our response, you may contact the Information Commissioner's Office (ICO) at ico.org.uk.