Shipping Policy

Last updated: 22 August 2026

XVELO provides free standard shipping to 25 supported EU countries for every product sold on xvelogo.com. Free EU shipping does not depend on the product, brand or delivery region within the European Union.

Orders are fulfilled through brand-authorized and regional fulfilment warehouses, primarily located within the European Union. XVELO remains your point of contact for order tracking, delivery questions, damaged parcels and missing shipments.

This Shipping Policy applies only to orders placed directly through xvelogo.com.

1. Free Shipping Across the European Union

  • Free standard shipping applies to all products delivered to an address within a European Union member state.
  • There is no minimum order value required for free standard EU shipping.
  • Free shipping eligibility does not vary by product category or brand.
  • Remote, rural or island addresses within the European Union remain eligible for free standard shipping, although delivery may take longer.
  • If an optional express or special delivery service is offered, any additional charge will be clearly shown before the customer selects it.

Orders delivered outside the European Union are not covered by this free EU shipping policy. Availability, shipping charges, taxes or import duties for non-EU destinations, where supported, will be shown at checkout or confirmed by XVELO Support before payment.

2. Fulfilment Locations and Carriers

Orders are normally dispatched from brand-authorized or regional fulfilment warehouses located within the European Union. The exact warehouse and carrier may vary according to stock availability, product type and delivery destination.

  • The warehouse used for an order does not change the free standard shipping promise for EU deliveries.
  • Carriers are selected based on parcel size, battery-transport requirements, destination and service availability.
  • Large products such as electric bicycles, electric scooters and electric dirt bikes may require a signature at delivery.
  • An order containing multiple products may arrive in separate parcels at no additional standard delivery cost.

3. Order Processing Time

  • In-stock orders are normally processed within 1–3 business days after payment has been confirmed.
  • Orders placed on weekends or public holidays are normally processed on the next business day.
  • Processing may take longer during major promotions, peak seasons or public holidays.
  • Pre-order products follow the estimated dispatch date shown on the relevant product page at the time of purchase.

If an unexpected stock issue is likely to cause a significant delay, XVELO will contact the customer using the email address supplied with the order.

4. Estimated Delivery Time

Most in-stock EU orders are delivered within approximately 3–10 business days after dispatch. Delivery time depends on the carrier route, parcel size and destination.

  • Delivery estimates begin after an order has been dispatched, not on the date the order was placed.
  • Remote, rural and island destinations may require additional transit time, but standard shipping remains free.
  • Estimated delivery dates are provided in good faith but are not guaranteed.

5. Tracking Your Order

When an order is dispatched, tracking information will be sent to the email address used at checkout. Customers can also use the XVELO order-tracking page or contact XVELO Support for assistance.

Tracking information may take up to 24–48 hours to show its first carrier update after the shipping label has been created.

6. Address Changes and Failed Delivery

Customers are responsible for checking that the delivery name, address, postcode and telephone number are complete and accurate before placing an order.

  • Contact XVELO Support as soon as possible if an address needs to be corrected.
  • Address changes cannot be guaranteed after an order has been dispatched.
  • If a delivery fails because the customer supplied an incorrect or incomplete address, refused the parcel or did not collect it after the carrier's delivery attempts, reasonable re-delivery or return costs may apply.
  • Any charge resulting from a customer-caused failed delivery will be explained before re-delivery is arranged or deducted from a refund where permitted.

7. Delivery Delays

Delivery may occasionally be delayed by circumstances such as severe weather, carrier disruption, public holidays, transport restrictions, customs procedures affecting a route, or inaccurate delivery information.

XVELO cannot guarantee carrier delivery dates, but we remain the customer's support contact and will assist with tracking, carrier enquiries and reasonable next steps until the delivery issue is resolved.

8. Lost Shipments

If tracking has stopped updating, the expected delivery window has passed, or a parcel is marked as delivered but cannot be found, please contact XVELO Support promptly.

XVELO will open an investigation with the fulfilment warehouse and carrier. If a shipment is confirmed lost before delivery, XVELO will arrange an appropriate resolution, which may include a replacement shipment or refund. This does not affect any mandatory consumer rights that apply to the order.

9. Damaged Parcels or Missing Items

Please inspect the outer packaging and product as soon as reasonably possible after delivery. If an order arrives damaged, incomplete or incorrect:

  1. Contact support@xvelogo.com, preferably within 7 days of delivery, so the issue can be investigated quickly.
  2. Include the order number and a description of the issue.
  3. Provide clear photographs or video of the packaging, shipping label, product and affected area.
  4. Keep the original packaging and all supplied parts until XVELO provides further instructions.

Depending on the circumstances, the resolution may include missing parts, replacement components, repair support, replacement of the product or a refund. Reporting an issue within 7 days helps us process a carrier or warehouse claim and does not limit any mandatory legal rights the customer may have.

10. Cancellations Before Dispatch

To request a cancellation, contact XVELO Support as soon as possible. We will try to stop the order before dispatch, but cancellation cannot be guaranteed once the warehouse has processed or shipped the parcel.

If an order has already been dispatched, the applicable Return & Refund Policy will apply.

11. Contact XVELO Support

For shipping, tracking or delivery assistance, contact:

XVELO Support
Email: support@xvelogo.com
Contact page: xvelogo.com/pages/contact
Order tracking: xvelogo.com/pages/track-order

Please include your order number when contacting support so we can locate the shipment quickly.