Last updated: 10 April 2025
Thank you for shopping with Velvora.co.uk. We hope you love your purchase, but if for any reason you are not completely satisfied, we’re here to help.
This policy outlines your rights under UK consumer law and how we handle returns, exchanges and refunds.
1. Your Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts Regulations, you have the legal right to cancel your order for most items within 14 days of receiving your goods, without giving a reason.
To exercise your right to cancel, you must notify us in writing at orders@velvora.co.uk within this 14-day period.
2. Returns Eligibility
To be eligible for a return:
- The item must be unused, unopened, and in the original packaging.
- It must be returned within 14 days of notifying us of the cancellation.
- Items that are sealed for hygiene reasons (e.g. skincare, cosmetics) cannot be returned once opened, unless faulty.
3. How to Return an Item
To initiate a return, please follow these steps:
- Email us at orders@velvora.co.uk with your order number and reason for return.
- We will provide a return authorisation and instructions.
- Pack the item securely and send it to the address provided in your return instructions.
Please note: Return postage is the responsibility of the customer unless the item is faulty or incorrect.
4. Faulty or Damaged Items
If your order arrives damaged, defective or incorrect, please contact us within 48 hours of delivery at support@velvora.co.uk with:
- Your order number
- A description of the issue
- Clear photos of the item and packaging (if damaged)
We will offer a replacement, exchange, or full refund, including return postage, as appropriate.
5. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed to your original payment method within 5–10 working days.
- Shipping costs (if applicable) are non-refundable, unless the item is faulty or sent in error.
6. Non-Returnable Items
We do not accept returns or offer refunds for:
- Opened or used skincare, beauty or cosmetic products (for hygiene reasons)
- Gift cards or promotional items
- Items returned after the 14-day period without prior approval
7. Exchanges
We do not offer direct product exchanges. If you wish to exchange an item, please follow the return process and place a new order for the desired item.
8. Contact Us
If you have any questions or need assistance with a return, please contact our team:
Customer Support: support@velvora.co.uk
Orders & Returns: orders@velvora.co.uk
Phone: 07354 824 804
Returns Address: 72 Garand Court, Flat 72, London, United Kingdom