Refund policy
Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in new and unused condition, exactly as you received it, unworn, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, please contact us at info@velorasboutique.com. We will confirm your return and send you the return address together with instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@velorasboutique.com.
Return shipping costs
If you are returning an item because you have changed your mind, you are responsible for paying the cost of returning the goods to us. We recommend using a tracked service, as we cannot be held responsible for parcels lost on their way back to us. The original delivery cost is refunded in accordance with your legal right to cancel, as described below.
If your item is faulty, damaged, incorrect or not as described, we pay the full cost of the return. In that case, contact us first and we will arrange and cover the return shipping for you. You will never be asked to pay to return an item that is not as it should be.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Under the Consumer Rights Act 2015, if your item is faulty, not as described or not fit for purpose, you have the right to reject it and receive a full refund within 30 days of delivery. After this period, you remain entitled to a repair, replacement or refund in accordance with your statutory rights. These rights are in addition to, and not limited by, this policy.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
We accept exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you would prefer a direct exchange, contact us at info@velorasboutique.com and we will arrange it where the replacement item is in stock.
Your right to cancel (United Kingdom)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason and without giving a justification. This is in addition to the 30-day return window described above, which we offer voluntarily.
To exercise your right to cancel, please inform us of your decision by email at info@velorasboutique.com before the 14-day period expires. You then have a further 14 days to return the goods to us.
Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. You may lose some of the value of the item if you handle it beyond what is necessary to establish its nature, characteristics and functioning.
Where you cancel under these Regulations, you are responsible for the direct cost of returning the goods to us. We will reimburse all payments received from you, including the standard delivery cost, no later than 14 days after we receive the returned goods back, or 14 days after you provide evidence that you have returned them, whichever is earlier.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, your refund will be issued to your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 14 days have passed since we've approved your return and you have not received your refund, please contact us at info@velorasboutique.com.
Contact Information
Store name: Veloras Boutique
Company name: E-Commerce Paweł Panasiuk
Company Address: ul. Słonimska 5/45, 15-028 Białystok, Poland
Warehouse Address: 19 Farndon Ave, Marston Green, Birmingham B37 7XN, United Kingdom
Company nr. (NIP): 9662225748
Phone: +44 7473 954967
Email: info@velorasboutique.com
Monday to Friday | 09:00 – 18:00 (GMT)
Saturday and Sunday | 10:00 – 16:00 (GMT)
We aim to respond to your inquiries within 24 hours.