Refund policy

Our policy

Because every Veloura Heirlooms 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.

Email hello@velouraheirlooms.com within 14 days of delivery with your order number and a clear photo of the issue (and of the packaging, if it was damaged in transit). We reply within 1-2 business days. There is no need to send the item back unless we ask you to.

Refunds

Approved refunds are issued to your original payment method. Depending on your bank, it can take 5-10 business days to appear.

Changes and cancellations

Orders move into production quickly. To change or cancel an order, email us within 12 hours of ordering. Once production has started we cannot cancel or change an order.

Lost parcels

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

Your statutory rights as a consumer are not affected by this policy.