Orders & Pre-Orders

  • How do I know if my order has been accepted? After placing an order, you will receive an order acknowledgement email. Your order is officially accepted only when you receive a confirmation email confirming acceptance or dispatch of your items.
  • Can I modify or cancel my order after placing it? If we are unable to process your order due to stock issues, pricing errors, or payment verification failures, we will notify you and issue a refund. Once an order is confirmed and processing, amendments or cancellations may not be guaranteed.
  • What happens if an item I ordered is out of stock or mispriced? If an item is out of stock or incorrectly priced, VELOURA will contact you with the option to proceed at the updated details or cancel your order for a full refund.

Shipping & Delivery

  • When will my order be processed and shipped? Orders are processed Monday through Friday (excluding UK and Belgian public holidays). Please allow 1–2 business days for standard processing, though processing times may take slightly longer during high-volume sales or new collection drops.
  • What are the UK shipping rates and estimated delivery times? We offer UK Standard Delivery via Royal Mail Tracked (2–3 business days) for £2.99. Shipping is free on all UK orders over £100.
  • Will I need to sign for my delivery? Depending on your delivery address and chosen courier service, a signature may be required upon receipt. If you are unavailable, the courier will leave instructions for redelivery or depot pickup.

Returns & Exchanges

  • What is VELOURA’s return policy? You have 14 days from the date of receipt to return any item for a full refund. Items must be unworn, unwashed, and returned in their original packaging with all tags attached. Footwear must be returned in its original box with no visible signs of wear on the soles.
  • How do I start a return? To initiate a return, log your request on the returns portal on our website to receive your return merchandise authorisation (RMA) number and shipping label. Return shipping fees will be deducted from your final refund amount.
  • What happens if I return an order that included a free promotional gift? If you received a free promotional item as part of a qualifying order, the gift must be returned along with the qualifying items in unused condition. If the gift is not returned, its full retail value will be deducted from your refund.
  • Are any items non-returnable? For hygiene reasons, items such as underwear, socks, or swimwear cannot be returned if any hygiene seals are broken or missing.

Payments & Security

  • What payment options do you accept? We accept all major payment methods displayed during the checkout process. Payment for all orders, including pre-order items, is taken at the time the order is placed.
  • Who do I contact regarding privacy or personal data queries? For any privacy policy inquiries or data protection requests, you can reach out directly to the VELOURA team at velourabiz@gmail.com.