Refund policy
Returns & Refunds
We want you to love what you ordered. If something isn't right, you can return it within 30 days of delivery for a refund. This applies to both faulty items and items you simply changed your mind about.
What can be returned
We accept returns on all items, whether or not they are defective. To be eligible, an item must be:
- Unworn and unwashed, with no signs of wear, marks, odours or pet hair
- In its original condition with all tags still attached
- Returned in its original packaging where possible
We do not charge a restocking fee on any return.
How to start a return
Email hello@shopvellora.co with your order number and which item or items you want to return. We will reply within one business day with a return address and instructions. Please do not send anything back before contacting us, as returns sent without prior notice can be delayed or lost.
Who pays for return shipping
For a change-of-mind return, the customer pays return shipping. We recommend a tracked service, as we cannot issue a refund for a parcel that does not reach us.
If your item arrived faulty, damaged or is not what you ordered, we pay the return shipping and you have the choice of a full refund or a replacement. Email us with a photo and we will send a prepaid label.
Exchanges
We accept exchanges for a different size or colour, subject to availability. Email us and we will hold the replacement where we can. If the item you want is unavailable, we will refund you instead.
When you get your money back
Once your return arrives we inspect it and process the refund within 5 business days. Refunds go back to the original payment method. Depending on your bank or card issuer it can take a further 5 to 10 business days to appear on your statement.
Refunds cover the price of the returned item. Original shipping charges are refunded only when the return is due to our error or a faulty item.
Order cancellations
If you need to cancel, email us as soon as possible. We can cancel and refund in full any order that has not yet been dispatched. Once an order has shipped it falls under the return process above.
Questions
Email hello@shopvellora.co and a person will get back to you within one business day.