Velo United Kingdom Reviews 

Very helpful with a missing order and was replaced with no cost to myself

The best - I’ve tried all the other nicotine pouches, velo is the best no doubt

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 quickly compensated for the trouble. Using them for the past two years, Ruby Berry is the best, least amount of flavour. The mint of any kind or ice is disgusting though.

Amazing customer service from them regarding my recent order couldn't be happier very quick and polite

Velo solved my courier issue and were super helpful! 10/10 customer service! Thank you!

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 time I call, the customer service team is fantastic and genuinely cares about helping you. Special thanks to Jeta F for going above and beyond – she’s a true credit to the team. I wouldn’t hesitate to buy from Velos again. Five stars all round!

Failed the delivery and I did not receive the order. It's been a month now and Velo is not giving the refund. For weeks their only repeated response is "we are making additional checks". I have asked for clarification but they just keep repeating the same message.

Worst customer service ever.
great when it works, but when something doesn't they just take the Michael.
Evri delivery showed failed for weeks, complained, had to wait, weeks later Velo send me a form to fill in because all of a sudden Evri recon it was delivered. Velo have their own screen shots of failed deliver, they cant provide the delivery picture or anything and mess you about asking for declaration forms etc.

They have switched delivery companies to some absolute budget company that doesn't have a normal website or even the most remotely reassuring tracking update information. I have been going to velo monthly, but am now preparing to cancel my order and will not be ordering from them again.

I cannot advise strongly enough to avoid this company. If you need to get a refund for an undelivered order which from the reviews below seems possible, you may not ever get your money back. Despite being told four times I would have my refund in five working days, I eventually had to contact my bank to get it which was processed immediately. This was nearly a month after a tried initiating this with Velo.

The customer service is diabolical. So disorganised, rude and unprofessional. Their product is good but it’s genuinely not worth the hassle of being out of pocket and constantly having to chase them.

Unbelievably am still waiting for my refund nearly a month after placing my order and never receiving it. Still being told it will take 5 days but it has now been 25!!!

Thankyou for your quick response and postive outcome

The courier service, which I won't name are by far the worst, but Velo have some of the best customer service! Twice my order went undelivered! Velo sent 1 tub of free pouches, PLUS my original order! Top nothing company.

Great service

Velo has been my go to for a long time now after moving from other competitors as I preferred the flavour.

However on my most recent order I have been double charged which put my account into the negative, preventing other bills from leaving the account (this is a specific account that is budgeted for my bills). I am currently away and as such the extra order they have sent through needs to be sent back before they will refund me. This is not something I have the capability to do as I'm 3 hours from my house and haven't even seen the parcel as yet. They have confirmed via email that a technical issue on their end has caused this double payment (which is close to £100). At no point have they actually apologised for the time I have wasted attempting to sort this, and also contacting other bill providers to rectify non payments due to the error.

As per regulations I have requested that my money is refunded without delay as this was an unauthorised transaction, to which they have suddenly stopped responding to me.

At this point I have no choice if they don't reply with a suitable resolution by 5pm but to request a charge back as they have admitted full fault but are more than happy to keep my money, leaving me financially worse off.

I would suggest all customers avoid from here onwards, loyalty means nothing to this company as they are only interested in keeping your money, no matter how shady they were in getting it into their account in the first place. No idea if this "technical issue" will ever get fixed, so if you do continue make sure you pay attention to what they charge you

Cheaper than shop. Unfortunately, they advertise next day delivery but it consistently takes at least a week to arrive. Order like 2 weeks in advance and you'll be OK. Customer service have no power to help either.

Courier Evri lost my parcel and were very unhelpful. Velo customer service were outstanding in resolving the problem, re sent my order with an extra tin for the inconvenience.
Thank you Karen B

Velo was very helpful when my parcel got lost, helped quickly and gave me options and how to proceed. Very grateful!

Issue was addressed and rectified promptly (within a few hours).

Frenklin.E thank you for your great customer care! The missing delivery was quickly resolved.