Refund policy

Returns and cancellations

You may cancel an online order and request a return within 14 days after the goods are delivered, without giving a reason. To exercise this right, email info.vellureuk@gmail.com before the 14-day period ends. After notifying us, you must send the goods back within 14 days. This does not affect your statutory rights.

To be eligible for a change-of-mind return, items must be unworn, unused and in their original condition, with tags and original packaging where reasonably possible. You may inspect an item as you would in a shop, but we may reduce a refund if handling has reduced its value. Please include your order number or proof of purchase. Do not send a return until we have provided return instructions.

Return postage

You are responsible for the direct cost of returning a change-of-mind item. We will cover reasonable return costs where an item is faulty, damaged, not as described or incorrect. We recommend using a tracked service, as you are responsible for the item until it reaches us.

Exceptions

The cancellation right may not apply to goods made to your specifications or clearly personalised, or to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. Under our voluntary returns policy, sale items are exchange-only and are not eligible for a discretionary refund. This does not limit your legal right to cancel an eligible online order within 14 days, or your rights where goods are faulty, damaged, not as described or incorrect. Gift cards cannot be returned unless required by law. Your statutory rights are not affected.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible at info.vellureuk@gmail.com if an item is damaged, faulty, not as described or if you received the wrong item. Include your order number and, where helpful, photographs so we can resolve the issue promptly.

Exchanges

Contact us to request a different size or item. Availability is not guaranteed. If an exchange cannot be arranged, return the item and place a new order once your return has been accepted.

Refunds

We will let you know when we have received and inspected your return. Any refund due will be made to your original payment method, including the basic outbound delivery charge where required by law. We may withhold the refund until we receive the goods or you provide evidence that you sent them back. Refunds will be issued within 14 days of that point. Your bank or payment provider may take additional time to show the refund.

For any return or refund question, contact info.vellureuk@gmail.com.