Refund policy

Effective Date: 25 March 2026

At Veloire, we want every customer to shop with confidence. If your purchase is not quite right, we are here to help.

This Refund Policy explains how you can return an item, receive a refund, or request an exchange in line with UK consumer law.

1. 30-Day Return Window

In addition to any statutory rights you may have, we offer a 30-day return period from the date of delivery for all customers across all markets.

To be eligible:

Item must be unused, unworn, and in original condition
Original packaging, tags, and accessories must be included
Proof of purchase (order ID or receipt) is required

Items showing signs of wear, damage, or misuse after delivery may not qualify for a refund unless they are faulty.

Market Specific Statutory Rights

UK customers — you have a statutory right of withdrawal of 14 days under UK consumer law. Our 30-day policy exceeds this.
US customers — return rights vary by state. Our 30-day policy applies as a minimum guarantee regardless of state law.
France customers — under French consumer law (Code de la Consommation) you have a statutory right of withdrawal of 14 days. Our 30-day policy exceeds this minimum legal requirement.

2. How to Start a Return

To request a return, contact us:

Email: support@veloirelondon.com
Phone: +447988522995

Include your order number and the reason for your return.

Our customer service team will provide:

Return instructions
The correct return address
A prepaid return label (if applicable)

Do not send items back without contacting us first. This helps us process your return quickly and correctly.

3. Return Shipping Costs

Faulty, damaged, or incorrect items: return shipping is free.
Change of mind (size, colour, preference): the customer is responsible for return shipping costs.

4. Refunds

Once your return arrives at our returns centre and is inspected:

We will email you to confirm approval or rejection
Approved refunds are processed within 5-10 business days to your original payment method

Depending on your bank or card issuer, it may take up to 14 business days for the refund to appear.

If your return is rejected (e.g. used or damaged items outside policy), we will contact you to discuss the options.

5. Exchanges

If you wish to exchange an item:

Contact our support team first
We will advise whether an exchange is possible or whether you should return the item for a refund and place a new order

This ensures accurate stock management and faster processing.

6. Cancellation Window

You may cancel your order within 2 hours of placing it by contacting us at support@veloirelondon.com or calling +447988522995. Please include your order number in your message so we can act quickly.

After this 2 hour window your order will already be in processing and cancellation is no longer possible. In that case you may still return the item after delivery in line with this policy.

7. Faulty, Damaged or Incorrect Items

If an item arrives damaged, faulty, or incorrect: