Refund Policy
Last updated: Today
At Veylora London, we want shopping with us to be clear and straightforward.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work for purchases made through veyloralondon.com.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee.
If you are not happy with your order or something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, email us at:
Please include:
- Your full name
- Your order number
- The email address used for your order
- The reason for your return
- Clear photos if the item is damaged, faulty or incorrect
- Any other information that may help us with your request
Our customer service team will review your request and send you the next steps.
Your Right to Cancel an Online Order
In addition to our 30-day money-back guarantee, UK customers normally have a legal right to cancel an online purchase within 14 days of receiving the goods, without giving a reason.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
These statutory rights are separate from, and are not affected by, our 30-day money-back guarantee.
Return Instructions
Please contact us before sending an item back so that we can provide you with the correct return instructions and return address.
Depending on the product and supplier, your return may need to be sent directly to one of our return partners or suppliers. In some cases, this return location may be outside the United Kingdom, including China.
Please do not send your return to an address that has not been confirmed by our customer service team.
Return Shipping Costs
For change of mind returns, sizing issues or items that are no longer wanted, the customer is responsible for the cost of return postage unless we have agreed otherwise.
If the provided return address is outside the United Kingdom, the customer is responsible for arranging and paying for postage to that return address.
We strongly recommend using a tracked postal service and keeping your proof of postage until your return has been completed.
If an item is faulty, damaged, incorrect or not as described, different rights may apply and we will not require you to cover return costs where the law requires us to do so.
Return Tracking
For returns arranged by the customer, we recommend using a tracked postal service.
Please keep your tracking number and proof of postage, as we may ask for this information when processing your return.
Once your return has been received, or where applicable you have provided acceptable evidence that it has been sent, we will process the return in accordance with your applicable rights.
Condition of Returned Items
Please take reasonable care of any items you wish to return.
Where possible, items should be returned:
- Unwashed
- Unused beyond what is reasonably necessary to inspect or try them on
- In their original condition
- With original tags attached where possible
- With the original packaging where reasonably possible
You are welcome to inspect and try on clothing in the same way you reasonably would in a shop.
If an item has been worn beyond this, washed, damaged, stained, altered or otherwise handled in a way that reduces its value, we may be entitled to make an appropriate deduction from the refund where permitted by law.
Items That May Not Be Eligible for Change of Mind Returns
Certain products may be excluded from change of mind returns where permitted by law. These may include:
- Gift cards
- Personalised or made-to-order products
- Products that deteriorate or expire quickly
- Sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken
Any applicable exception will be made clear where relevant.
This does not affect your legal rights if an item is faulty, damaged, incorrect or not as described.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible at:
Please include your order number, a clear description of the issue and photographs of the item and packaging where possible.
Our customer service team will review the situation and explain the available solution.
Nothing in this policy limits your statutory rights under UK consumer law.
UK Consumer Rights
Our 30-day money-back guarantee is provided in addition to your statutory consumer rights.
Goods sold by Veylora London must meet the standards required by applicable UK consumer law, including being of satisfactory quality, fit for purpose and as described.
Where goods do not meet these requirements, you may be entitled to a refund, repair, replacement or another remedy depending on the circumstances.
Nothing in this policy is intended to exclude or restrict any statutory rights that cannot legally be excluded or restricted.
Refund Processing
Once your return has been received and checked, we will notify you by email.
Where your statutory cancellation rights apply, refunds will be processed within the period required by UK law.
Approved refunds will normally be returned to the original payment method used for your purchase.
After we issue the refund, please allow additional time for your bank, card provider or payment provider to process the transaction.
Exchanges
Depending on the situation and product availability, we may be able to offer an exchange.
Please contact us at:
Our customer service team will review your request and let you know what options are available.
Order Cancellations
If you would like to cancel an order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to cancel it before it leaves.
If your order has already been dispatched, please contact us and we will explain the return options available to you.
Contact Us
For questions about a return, refund, exchange or order, please contact our customer service team at:
We are always happy to help.