Application of these Terms
These terms and conditions (Terms) apply to all orders for products sold on the VELOURA website (Products).
1. Orders
1.1 Please note that a product’s true colour may not exactly match that shown on your computer or device or in our marketing, or its packaging may be slightly different.
1.2 To order Products from our website, you must be legally capable of entering into a binding contract with VELOURA (for example, in England and Wales you must be at least 18 years old).
1.3 By ordering Products through our website, you are deemed to have understood and accepted these Terms.
1.4 We may send you an order acknowledgement email following receipt of your order. This email does not constitute acceptance of your order. Acceptance of your order will only take place when VELOURA sends you a confirmation email confirming acceptance and/or dispatch of your order, at which point a contract will come into existence between you and VELOURA, unless we notify you that we are unable to accept your order in accordance with clause 1.5 below.
1.5 If VELOURA is unable to accept your order or unable to supply any Products in your order (for example, where a Product is out of stock, payment cannot be obtained, or an error in the price or description of a Product has been identified), we will inform you. If you have already paid for the order, VELOURA will refund you the amount paid for the order or affected Product(s). Except as set out in this clause, VELOURA shall have no liability to you in respect of any amendment or cancellation of an order.
2. Price
2.1 The price of the Products is set out on the VELOURA website. We take all reasonable care to ensure that the prices posted are correct. However, it is always possible that some Products may be incorrectly priced. If, before dispatch, VELOURA discovers that the Product’s correct price at the date of your order was higher than stated, we will contact you as soon as possible to give you the option of continuing at the correct price or cancelling your order. If we accept and process your order where a pricing error is obvious and unmistakeable, VELOURA may end the contract, refund any sums paid, and require the return of any Products provided. All prices, discounts, and promotions are subject to change without notice.
2.2 Prices are shown in the pounds currency on the website.
2.3 The price of a Product includes VAT (where applicable) at the current rate chargeable. The price excludes delivery charges. Please refer to the VELOURA Shipping & Returns Policy for details.
3. Payment
3.1 The accepted payment methods are set out during checkout on the VELOURA website. Payment will be processed at the time your order is placed. If you place an order for pre-order Products, payment shall also be taken at the time the order is placed.
3.2 Payment using a VELOURA discount code or gift card may be subject to additional terms, conditions, or exclusions provided with such codes or cards.
4. Delivery
4.1 Your order may be delivered to you in instalments.
4.2 The costs of delivery, locations served, and estimated delivery times are set out in the VELOURA Shipping & Returns Policy. Estimated lead times for pre-order Products will be displayed on the website or during checkout.
4.3 Depending on your location and chosen delivery method, a signature may be required upon delivery. If our delivery partner is unable to deliver, they will contact you or leave instructions on how to rearrange delivery or collect the Products from a local depot.
4.4 Where a delivery attempt fails and you do not rearrange delivery or collect the Products in accordance with instructions, the Products may be returned to VELOURA, and we may end the contract with you. In these circumstances, VELOURA will refund the price paid for the Products, minus delivery charges and any return costs incurred from the carrier.
4.5 Delivery is complete when VELOURA delivers the Products to the address provided at checkout or to an authorized recipient (such as a neighbour). Risk of loss transfers to you upon delivery.
4.6 Ownership of the Products passes to you once VELOURA receives payment in full.
5. Returns and Your Right to Cancel
Returning your product because you have changed your mind
5.1 If you wish to return a Product, you have 14 days from receipt to return it to VELOURA. You must log a return on the VELOURA website returns portal to obtain a returns label and Return Merchandise Authorisation (RMA) number. You are responsible for the cost of returning the Products, which will be deducted from your refund. Products must be returned unused, in re-saleable condition, in original packaging with all tags intact. Footwear must be returned in its original box. Certain items (such as underwear, socks, or swimwear with broken hygiene seals) cannot be returned for hygiene reasons.
Returning a product because it is faulty
5.2 VELOURA is under a legal duty to supply products that conform with this contract and these Terms. If you consider any Product supplied to be faulty or mis-described, please notify VELOURA via the returns portal. Photos may be requested. A returns label will be provided, and if the Product is found to be faulty or mis-described, VELOURA will issue a full refund.