Returns and Refunds

If something is not right, we would rather hear from you than have you write us off. Write to hello@shopvellora.co.uk and a person will answer.

Changing your mind

You have 14 days from the day your order arrives to tell us you want to cancel it. You do not need to give a reason.

Once you have told us, you have a further 14 days to send the item back.

We refund you within 14 days of receiving the item, or of you showing us proof that you have posted it, whichever comes first. The refund goes back to the card or account you paid with.

We refund what you paid for the item and the delivery charge you paid to receive it.

Return postage for a change of mind is at your cost. Please keep your proof of postage.

Items should come back in the condition you received them. You are welcome to unpack something and look at it properly, as you would in a shop. If an item has been used beyond that and its value has dropped as a result, we may reduce the refund to reflect it.

If an item is faulty, damaged, or not what was described

This is different, and your rights are stronger. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described.

Within 30 days of delivery you can reject a faulty item and have a full refund.

Between 30 days and six months we get one attempt to repair or replace it. If that does not put it right, you are entitled to a refund.

You never pay to return something that is faulty, damaged or not as described. We cover it.

How to return something

Write to hello@shopvellora.co.uk with your order number and what you would like to do. We will reply with the return address and anything else you need. Please do not send anything back before you have heard from us, or we may not be able to match it to your order.

Your legal rights

Nothing on this page affects your statutory rights. The rights above come from the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.