Return & Refund Policy
At Veloura, we want you to be satisfied with your purchase. If you change your mind or are not completely happy with your order, you may request a return within 14 days of receiving your order, subject to the conditions below.
14-Day Return Period
You have 14 days from the date you receive your order to request a return.
To be eligible for a return, the item must generally be:
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Unused and unworn
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In its original condition
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Free from damage, stains, odours, or signs of use
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Returned with original tags and packaging where applicable
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Accompanied by proof of purchase or your order number
How to Request a Return
Before sending any item back, please contact our customer support team.
Email: contact@veeloura.co.uk
Phone / WhatsApp: +44 7418 983344
Please include:
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Your full name
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Your order number
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The item you wish to return
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The reason for the return
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Photos if the item is damaged, defective, or incorrect
Our customer support team will provide you with the appropriate return instructions.
Please do not send a return without first contacting us.
Return Shipping
Unless the item is faulty, damaged, or incorrect, the customer may be responsible for the cost of returning the product.
We recommend using a tracked shipping service when returning an item.
Veloura cannot be responsible for return parcels that are lost before reaching the designated return address.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible.
Please provide clear photographs of the product and packaging where relevant so that we can review the issue.
If the claim is approved, we will provide an appropriate solution, which may include:
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A replacement
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A refund
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Another suitable resolution
Refunds
Once your return has been received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be issued to the original payment method used when placing the order.
The time required for the refund to appear in your account may vary depending on your bank or payment provider.
Non-Returnable Items
Certain products may not be eligible for return where permitted by law, including:
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Personalised or customised products
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Products that have been used, worn, washed, or damaged after delivery
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Items returned without their original condition, tags, or packaging where applicable
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Products that cannot be returned for hygiene or health protection reasons once opened or used
This does not affect your statutory rights where an item is faulty or not as described.
Exchanges
If you need a different size, colour, or product, please contact our customer support team.
Depending on product availability and the circumstances of your order, we may offer an exchange or ask you to return the original item and place a new order.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible.
Once an order has entered processing or has been dispatched, cancellation may no longer be possible. In this case, you may need to wait until the order is delivered and then follow our return procedure.
Late or Missing Refunds
If you have received confirmation that your refund was processed but it has not yet appeared:
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Check your bank or payment account again.
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Contact your bank or card provider, as processing times may vary.
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Contact us if you still require assistance.
Your Consumer Rights
This policy does not limit any mandatory rights you may have under applicable UK consumer protection laws.
Contact Us
For questions regarding returns, exchanges, or refunds, please contact:
Veloura
Email: contact@veeloura.co.uk
Phone / WhatsApp: +44 7418 983344
Return request period: 14 days from delivery.