Shipping policy
Delivery Policy
Velour Ice supplies frozen ice products to hospitality businesses, events, brands and private customers. Because our products are temperature-sensitive, they are transported using delivery methods intended to keep them frozen and protected from contamination.
Delivery methods
Local hospitality, event and business orders may be delivered directly by Velour Ice using professional insulated food transport boxes.
Online orders and deliveries outside our own delivery routes may be delivered by a specialised refrigerated or frozen transport partner.
Frozen ice products are not sent through standard unattended parcel services.
Delivery availability and charges
Delivery is available to addresses served by Velour Ice or one of our specialised transport partners.
Available delivery options, delivery charges and expected delivery dates depend on the destination, order size, product type and requested delivery date. These details will be displayed during the ordering process or confirmed in the quotation or order confirmation before the order is accepted.
Delivery dates and lead times
Standard products require preparation time. Custom-made, engraved, shaped and embedded ice may require additional production time.
The agreed delivery date or delivery window will be stated in the quotation, checkout or order confirmation.
Unless expressly confirmed as a fixed delivery time, delivery times are estimates. If we expect a significant delay, we will contact the customer as soon as reasonably possible. Any statutory rights relating to late delivery remain unaffected.
Temperature-controlled handling
Orders leave our frozen storage in a fully frozen condition.
During transport, Velour Ice or its specialised transport partner uses suitable insulated or temperature-controlled food transport equipment. The transport method is selected according to the distance, journey time, order size and external conditions.
Velour Ice takes appropriate measures to maintain the cold chain and to deliver the products in a frozen condition. Any product-specific storage or transport instructions stated on the product, packaging, quotation or order confirmation also apply.
Upon receipt, the products must be transferred immediately to suitable frozen storage and stored at –18°C or below, unless different storage instructions are provided.
Receiving the order
Someone must be present at the agreed delivery address during the confirmed delivery window, unless another temperature-safe handover arrangement has been agreed in writing.
The recipient must have immediate access to suitable frozen storage.
Please inspect the number of packages and the visible condition of the order upon delivery. After receipt, the products must be transferred to a suitable freezer without delay and stored at -18°C or below, unless different storage instructions are stated on the product, packaging or order confirmation.
Failed delivery
Because the products must remain frozen, orders will not normally be left unattended.
If delivery cannot be completed because nobody is available, the delivery information is incorrect, access is restricted or a previously agreed handover cannot take place, we will contact the customer to discuss the available options.
Reasonable waiting, redelivery or replacement costs may apply where permitted by law and where the cause of the failed delivery is attributable to the customer. Because of the frozen nature of the products, redelivery of the original order may not always be possible.
Damaged, incorrect or excessively melted products
If an order arrives damaged, incorrect, incomplete or excessively melted, please notify the driver where possible and contact Velour Ice as soon as possible.
To help us assess the issue, please provide the order number, a description of the problem and, where possible, clear photographs of the products and packaging.
Depending on the circumstances, we may offer replacement products, a credit or a refund. Requesting photographs does not limit any statutory rights of consumers.
Risk and responsibility
For consumer orders, Velour Ice remains responsible for loss or damage until the order has been physically received by the customer or a person designated by the customer, except where the customer independently selected and instructed a carrier not offered by Velour Ice.
For business orders, the agreed quotation, order confirmation and any applicable business terms determine when responsibility and risk transfer.
After correct delivery, the customer is responsible for immediate frozen storage, correct handling and maintaining the cold chain.
Velour Ice is not responsible for deterioration or melting caused after delivery by delayed storage, unsuitable freezer conditions, incorrect handling, power failure or failure to follow the supplied storage instructions.
Collection
Collection is only available when agreed in advance.
Customers collecting an order must bring suitable clean and insulated transport equipment and are responsible for maintaining appropriate frozen conditions after the order has been handed over.
Contact
Velour Ice B.V.
Email: sales@velourice.com
Telephone: +31 6 449 10 327