Returns & Refunds Policy
At Velura, customer satisfaction is important to us. We want you to shop with confidence, knowing that eligible items may be returned or exchanged if they are not quite right. Please read the policy below before requesting a return.
This policy does not affect any statutory rights you may have under applicable consumer law.
Return Period
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Eligible returns may be requested within 30 days of receiving your order.
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Items must be unused, unworn, in their original condition and returned with all original tags and packaging.
Eligible Returns
You may request a return in circumstances including:
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A change of mind or an unsuitable size
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An exchange for another size or colour
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A faulty, damaged or incorrectly supplied item
We may be unable to accept returns where an item has been worn, used, altered or damaged after delivery, or where original packaging or tags are missing, except where your statutory rights apply.
How to Return an Order
To help us process your return efficiently, please follow these steps:
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Contact us at support@velurastore.com before returning your item.
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Provide your order number and a brief explanation of the reason for your return.
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Our customer service team will provide the appropriate return instructions and return address.
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Pack the item securely, preferably using its original packaging.
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Send the parcel using an appropriate postal or courier service.
Please do not send a return before contacting us, as unauthorised returns may delay processing.
Once your returned item has been received, we normally aim to inspect and process it within 5–7 working days.
Return Postage Costs
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Customers are generally responsible for return postage costs where the return is due to a change of mind, unsuitable size or personal preference.
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Where an item is faulty, damaged on arrival or incorrectly supplied, we will provide appropriate return arrangements where applicable.
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We do not charge a restocking fee for eligible returns.
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We recommend using a tracked delivery service and keeping proof of postage until your return has been completed.
Refunds & Processing
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Once your return has been received and inspected, we will notify you of the outcome.
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Approved refunds are normally processed within 10 working days.
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Refunds will normally be issued to the original payment method used for the purchase.
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Depending on your payment provider, additional time may be required for the refunded amount to appear in your account.
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Where available, you may request an exchange or store credit instead of a refund.
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We will send you confirmation once your refund has been processed.
Exchanges
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Exchanges for another size or colour may be available subject to stock availability.
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Exchange requests should be submitted within the 30-day return period by emailing support@velurastore.com.
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If the requested replacement is unavailable, we may offer an alternative product, store credit or a refund where appropriate.
Non-Returnable Items
Subject to your statutory rights, we may be unable to accept returns for:
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Items returned outside the applicable 30-day return period
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Items that have been worn, used, altered or damaged after delivery
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Items returned without their original tags or packaging where these are required for resale
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or different from what you ordered, please contact us at support@velurastore.com as soon as possible.
Please include your order number and, where appropriate, photographs showing the issue. Our team will review the matter and provide suitable instructions for resolving it.
Business Information
Store Name: Velura
Company Name: Velura LTD
Email: support@velurastore.com
Business Address: 53 Kingsmere Road, London, NW6 2PL, United Kingdom
Service Hours: Monday to Friday, 9:00 AM to 9:00 PM
