Refund policy

Returns & Refunds

Key information

  • 30 days to start a return from the day you receive your order

  • Up to 14 days to process your refund once we receive your return (or proof of postage)

  • No restocking fees

  • Return address: please contact Customer Support to obtain the correct return address before sending anything back

Contact: support@velyralondon.com

Returns Policy

You may start a return within 30 days of receiving your parcel. To be eligible, items must be unused, show no signs of wear, and be returned in their original packaging (including any tags and accessories).

To begin, email support@velyralondon.com with your order number and the items you wish to return. We’ll reply with the return form and the return address. Please do not send returns without contacting us first.

Return Costs

For change-of-mind returns, the customer is responsible for the return postage costs. We strongly recommend using a tracked service, as you are responsible for the parcel until it reaches us.

Note: If your item is faulty, damaged, or incorrect, we will cover reasonable return costs or provide a prepaid label (see below).

Damaged, Faulty or Incorrect Items

If your parcel arrives damaged or you receive a faulty/incorrect item, email support@velyralondon.com with your order number, a brief description, and clear photos of the issue. Please contact us as soon as reasonably possible so we can help quickly.

Depending on your preference and product availability, we will offer a replacement or a full refund. For confirmed issues, we’ll cover the return postage (or provide a prepaid label).

Refunds

Once we receive and inspect your return (or you provide proof of postage), we’ll email you to confirm. If approved, we’ll issue the refund to your original payment method within 14 days.
If you prefer, we can provide a store credit instead—just let us know in your email.

If your refund seems delayed after our confirmation, please contact us at support@velyralondon.com and your payment provider, as processing times can vary.

Exchanges

We don’t process direct exchanges. If you want a different size/colour, please return the original item for a refund and place a new order.

Non-returnable Items (for hygiene/safety reasons)

  • Opened cosmetics/beauty items

  • Earrings and intimate apparel once unsealed

  • Personalised or made-to-order items (unless faulty)

  • Items returned not in their original condition (used, damaged, or missing parts not due to our error)

This does not affect your statutory rights.

Important Notes

  • Keep your postage receipt and tracking number until your refund is completed.

  • Parcels returned without prior authorisation or to the wrong address may be delayed.

  • Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 remain unaffected.