Returns
Refund and returnsplain and simple
We hope you love your nails. If you don’t, you have 14 days to change your mind on most orders, and if anything arrives faulty or wrong, we’ll put it right. Here’s how it all works, in plain English.
Last updated 12 October 2026
- 14 days to change your mindFrom the day your order arrives.
- Unopened items backBeauty products are sealed for hygiene.
- Faulty or wrong? On usReplacement or full refund, postage covered.
- Refunds within 14 daysBack to your original payment method.
Your right to cancel
Under the Consumer Contracts Regulations 2013 you can cancel most online orders within 14 days of receiving your goods, without giving a reason. To cancel, email orders@velvora.co.uk within those 14 days with your order number.
What can come back
- Items must be unused, unopened and in their original packaging.
- Please send them back within 14 days of telling us you’re cancelling.
- Nail strips, cuticle oils and other beauty products are sealed for hygiene reasons, so they can’t be returned once opened, unless they’re faulty.
How to send something back
- Email orders@velvora.co.uk with your order number and what you’re returning.
- We’ll confirm it and send you the returns address.
- Pack everything securely in its original packaging.
- Send it with Royal Mail or another reliable courier, and keep your proof of postage. A tracked service is best.
Return postage is yours if you’ve changed your mind. If an item is faulty, damaged or not what you ordered, we cover the cost and may send you a prepaid label.
Faulty, damaged or wrong items
If something arrives damaged, faulty or isn’t what you ordered, please tell us as soon as you can, ideally within 48 hours of delivery, at support@velvora.co.uk. Send:
- your order number
- what’s gone wrong
- clear photos of the product and packaging, if anything is damaged
We’ll arrange a replacement or a full refund, including any return postage. This doesn’t affect your rights under the Consumer Rights Act 2015.
Refunds
Once your return arrives and we’ve checked it, we’ll confirm your refund and pay it back to your original payment method, usually within 5 to 10 working days and never later than 14 days after we receive it.
When you cancel within 14 days, we also refund the standard delivery charge you paid. If you chose a faster service, we refund the cost of our standard delivery, Royal Mail Tracked 48. If an item was faulty or sent in error, we refund all of your delivery cost.
What can’t be returned
- Opened or used beauty products, for hygiene reasons (unless faulty)
- Gift cards and promotional items
- Items sent back after the 14-day period without our agreement
Exchanges
We don’t do direct swaps. Return the item as above and place a new order for the one you’d like. Not sure about your size? Our nail sizing guide helps you pick right first time.
Returns questions
How long do I have to return a Velvora order?+
You can cancel most orders within 14 days of receiving them, without giving a reason. Email orders@velvora.co.uk to let us know, then send the items back within 14 days of telling us.
Can I return nail strips I have opened?+
Nail strips and other beauty products are sealed for hygiene, so they can only come back unopened, unless they are faulty.
Who pays for return postage?+
Return postage is yours if you have changed your mind. If an item is faulty, damaged or not what you ordered, we cover it and may send you a prepaid label.
When will I get my refund?+
Once your return arrives and we have checked it, we refund your original payment method, usually within 5 to 10 working days and never later than 14 days after we receive it.
What if my order arrives damaged or wrong?+
Email support@velvora.co.uk with your order number, what has gone wrong and photos of any damage, and we will send a replacement or give you a full refund, including any return postage.
Still need a hand?
We’re here Monday to Friday, 9am to 5pm UK time, by email or WhatsApp.
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