Returns

VELOURA HEIRLOOMS

Returns & Refunds

Personalised pieces are made just for you.

Our policy

Because every item is personalised and made to order, we do not accept returns or exchanges for change of mind, incorrect sizing chosen at checkout, or personalisation details entered incorrectly at checkout.

Please check names, dates, spelling and photos carefully before placing your order.

Damaged, faulty or wrong item?

If your order arrives damaged, has a manufacturing fault, or is not what you ordered, we will make it right with a free replacement or a full refund.

Simply email hello@velouraheirlooms.com within 14 days of delivery with:

• your order number
• a clear photo of the issue (and of the packaging, if damaged in transit)

We will reply within 1–2 business days. There is no need to send the item back unless we ask you to.

Changes & cancellations

Orders move into production quickly. If you need to change or cancel, email us within 12 hours of ordering. After production has started we are unable to cancel or change an order.

Lost parcels

If your tracking shows no movement for 10 business days, or your parcel is marked delivered but has not arrived, email hello@velouraheirlooms.com and we will look into it with the carrier.