Refund & Returns Policy

At VELOUSTI, each piece is prepared with care, and many of our products are produced on a made-to-order basis. This policy explains your cancellation, return and refund rights when purchasing from velousti.co.uk.

Order Processing & Cancellations

Production or fulfilment may begin shortly after your order is placed.

If you wish to cancel an order, please contact VELOUSTI as soon as possible. We will make reasonable efforts to stop production or fulfilment where possible.

Once production or fulfilment has begun, we cannot guarantee that a voluntary cancellation can be stopped. This does not affect any cancellation rights you may have under applicable consumer law.

14-Day Cancellation Right

For eligible standard goods purchased online, UK consumers may notify us that they wish to cancel their order within 14 days after receiving the goods.

After notifying us of cancellation, eligible goods should normally be returned within a further 14 days.

Made-to-Order & Personalised Products

A product being described as “made to order” does not automatically remove your statutory cancellation rights.

However, products that are made specifically to your individual specifications or are clearly personalised may be excluded from the standard change-of-mind cancellation right where permitted by law.

This may include products produced with customer-specific measurements, personalised markings, bespoke alterations or other individual customisation.

This exception does not affect your rights where goods are faulty, damaged, incorrect or not as described.

Return Condition

Where a return is eligible, items should be returned:

unworn and unused;
with original tags attached where reasonably possible;
with original packaging and accessories where reasonably possible; and
without damage caused after delivery.

You may inspect an item in the same way you reasonably could in a physical shop.

Where handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, we may make a lawful deduction for any reduction in value.

Return Shipping

For eligible change-of-mind returns, the customer is responsible for the cost of returning the goods unless VELOUSTI agrees otherwise.

We strongly recommend using a tracked and insured postal service.

Where an item is faulty, damaged, incorrect or not as described, VELOUSTI will deal with reasonable return costs where required under applicable law.

Refund Method

Approved refunds will normally be returned to the original payment method.

We do not automatically convert refunds into store credit.

Store credit may only be provided where the customer expressly agrees to receive it or where otherwise permitted by law.

Where Klarna, Clearpay, PayPal or another third-party payment provider was used, the refund will be processed through the original payment arrangement.

Refund / Restocking Fees

VELOUSTI does not charge a refund fee or restocking fee where a customer is exercising statutory consumer rights.

Any deduction that may legally apply because of excessive handling or loss in value will be assessed individually.

Original Delivery Charges

For an eligible statutory cancellation, we will refund the standard outbound delivery charge where required by law.

If you selected a more expensive premium or express delivery method, we are not required to refund the additional amount above our standard delivery charge.

Refund Processing

Once an eligible return has been received, or you provide appropriate evidence that it has been sent back, we will process the refund without undue delay and within the time required by applicable law.

We may withhold a refund until the returned goods are received or until you provide evidence that they have been sent back, where permitted by law.

Your bank or payment provider may require additional time to display the refund after we have processed it.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, incorrect or materially different from its description, please contact VELOUSTI as soon as reasonably possible.

Please provide:

your order number;
a description of the issue; and
photographs or video where reasonably practical.

Requesting photographs helps us investigate the issue but does not remove or restrict your statutory rights.

Depending on the circumstances and applicable consumer law, you may be entitled to a repair, replacement, price reduction or refund.

Exchanges

Where available, exchanges are subject to product availability.

Because many VELOUSTI products are made to order, a replacement or exchanged item may require a new production period.

Any applicable production timeframe will be communicated before the exchange is confirmed.

Non-Returnable Items

Subject to applicable law, change-of-mind returns may not be available for:

clearly personalised goods;
goods made specifically to individual customer specifications;
items altered or customised specifically at the customer’s request; or
other products excluded from cancellation rights by applicable law.

Faulty, damaged, incorrect or misdescribed goods are not excluded from your statutory rights simply because they are personalised or made to specification.