Received replacement of faulty product without any hassle, really appreciated that! Overall Velo pouches are better than other competitors in my option, quality is always there and if not, you're quic... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Ladies of a certain age have quite a few issues with technology ie open browser and take photo to validate age, well that's like talking to fairies to me, Customer services very quickly helped me vali... See more
Company replied
I can’t recommend Velos enough! I recently had a delivery issue, and Jeta F from customer service was absolutely amazing. She was understanding, reassuring, and made the process effortless. Every tim... See more
Company replied
Had a delivery that never arrived via evri. Didn’t arrive on the day but the following day, early in the morning it said it’s been delivered. I was at work so I couldn’t see if it has been delivered,... See more
Company replied
4.6
Excellent
383 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 50% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Brun was fantastic
Brun was fantastic, managed to get my order sorted without issue even though the deliveries have been failing me. Velo have been top quality, long time customer made!
December 4, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Josh, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Awesome customer service
Awesome customer service! I had a missing item and they sorted it out so quickly. Their service is so friendly and helpful.
December 3, 2025
Unprompted review
Top customer service
Product is the best in market. Just found out their customer service is too! Thanks to Aferdita for turning an unfortunate situation into a positive one!
December 2, 2025
Unprompted review
Reply from Velo United Kingdom
Hello James, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Excellent customer service
I had an issue with an order, wasn’t the fault of Velo but the delivery service. I want to say that the customer service throughout was amazing and they got the issue resolved. Dealing with it was Era and let me say they are a credit to the company. Overall a great company.
November 27, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Ash, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Excellent customer service
Excellent customer service! Very quick at resolving the issue!
November 13, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Cal, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Great customer service from Jeta F
Great customer service from Jeta F! Quick response time and fixed the problem !
November 8, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Ben, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Velo Customer Services
I recently had to go through Velo customer services. They were helpful, quick to respond, and stayed in contact till the issue was resolved. It was much appreciated. Many thanks to the customers service team for your good work :)
October 31, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Karl, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Very helpful customer support
Very helpful customer support - Aferdita was great
November 5, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Joe, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Great and quick customer service…
Great and quick customer service response.
November 4, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Bartosz, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
I decided to try quit smoking
I decided to try quit smoking. I’m at an age where if I don’t stop now, my lungs won’t heal. I’ve done it cold turkey before and got withdrawal symptoms, therefore wanted to find a replacement which would give me the nicotine I need, but not have the impact on my lungs.
My mate introduced me to Velo, I’ve been using it for 2 weeks and I haven’t touched a cigarette since. Very happy with both the service and the product so far.
Highly recommend for those trying to quit smoking!
October 27, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Marcus, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Quick and friendly customer support
Yolanda M helped me yesterday, they were very helpful and very swiftly dealt with my issue. Thank you so much, very happy!
October 30, 2025
Unprompted review
Reply from Velo United Kingdom
Hello, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Excellent Chstomer Service
The customer service is absolutely fantastic. I had an issue with one of my orders and a member of staff (Nina) was really helpful and polite and resolved the issue for me.
October 24, 2025
Unprompted review
Reply from Velo United Kingdom
Hello James, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Parcel wasn’t delivered due to the…
Parcel wasn’t delivered due to the courier but Velo resent the order and Nina kindly added two free cans. Smooth and easy resolution.
October 22, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Scott, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
I just wanted to take a moment to share some great feedback
I just wanted to take a moment to share some positive feedback. I recently had an issue with an order that wasn’t delivered as expected, and it was promptly resolved by Frenklin E from the customer service team.
Frenklin took ownership of the issue from the outset and worked efficiently to reach a quick resolution. It was a really great experience, and I appreciate the excellent service provided.
October 9, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Lauren, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Brilliant service
Brilliant service. Even though I didn't get my order this month (not Velo error) but I started a chat, submitted all my info. Problem was identified by and amazing customer service representative. Sorted out and new order was placed. Thanks again for listening and doing a wonderful job to solve the issue.
October 9, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Carla, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Very helpful and responsive staff
Very helpful and responsive staff. After a long time of custom to this company I received my first faulty product! Usually it would be a problem with most places, but not here! They quickly resolved the issue and provided excellent service.
October 7, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Kyle, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Velo good, Evri bad
The products from Velo are good and have kept me from smoke for a number of years. It's a good peicw and stocked in many shops. I decided online and het and even bigger saving, nearly half price if you order 20 at a time and sign up to their subscription, which you can cancel or pause at any moment. THE BIG LET DOWN of my whole experience was Evri.
My first 3 deliveries were left outside a house in the same postcode area, I spent ages searching for the package when I got a text saying they had delivered to me. This delivery system was clearly not working for me , so I decided to opt for a shop that they can drop the package off and I would willingly collect from there. For 2 months this worked well but last week my package was lost , it had made it part way to me but Evri have not delivered to me. I pointed this out which lead to an enquiry by Evri, who searched a warehouse for 2 days and concluded it was lost in the network. I still havent had the package.
Velo stepped in and followed the email chain to see exactly what had happened. The were absolutely brilliant and replaced my product with the exact original order and added 2 extra cans. Wow what a wonderful thing to do, and I very much hope they can claim their losses from Evri.
Velo please change your delivery company.
October 1, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Miles, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
DO NOT ORDER FROM VELO - No Refund
They have changed their courier who for the past 6 days cannot find the address, even though I have been ordering my Velo from them for the past 3 to 4 years. Their customer services cannot help and they cannot contact the courier and their management do not call back. The courier FinMile have no real tracking service and you as the customer cannot contact them directly, there is just a form to fill in and no one gets back to you. They are refusing to give me a refund. So bad. I am now stuck.
October 7, 2025
Unprompted review
Reply from Velo United Kingdom
Hello and thank you for taking the time to leave your feedback. We were sorry to hear of the issues regarding the delivery of your order. We will do our best to try and resolve this for you.
Replaced an out of date product that I…
Replaced an out of date product that I bought from a supermarket straight away. Considering I DIDN’T order this from their website I was really grateful that they sent out a replacement straight away, next day delivery and offered a refund. Love the product, great customer service.
October 7, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Harvey, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
Had an issue with a missing part of an…
Had an issue with a missing part of an order within 24 hours was sorted out and dispatched for next day delivery free of charge
October 3, 2025
Unprompted review
Reply from Velo United Kingdom
Hello Rhys, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com. We also have an online chat service available through the Velo website
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.