Refund policy
RETURN AND REFUND POLICY
We have a 14-day return policy. This means you have 14 days after receiving your order to request a return.
After notifying us of your decision, you have a further 14 days to send the item back.
To be eligible for a return, the item must be in the same condition in which you received it: unworn, unused, unwashed, with all original tags attached and, where reasonably possible, in its original packaging. You will also need your receipt or other proof of purchase.
To request a return, please contact us at support@velmy.com. Include your order number and the email address used at checkout.
If your return is accepted, we will provide the return address and instructions on how to send your parcel. Items returned without first requesting a return may not be accepted.
Please do not send returns to the address shown on the original parcel without contacting us first, as this may not be the correct returns facility.
Return postage
Customers are responsible for return postage costs when returning an item because of a change of mind, an incorrect size selection or an exchange request.
We recommend using a tracked delivery service and retaining your proof of postage until your refund has been completed.
If an item is faulty, damaged, not as described or you received the wrong product, VELMY will cover reasonable return postage costs where a return is required.
Damaged, faulty or incorrect items
Please inspect your order when it arrives.
If your item is faulty, damaged or incorrect, contact us as soon as possible at support@velmy.com. Include your order number and clear photographs of the item, packaging and shipping label.
We will assess the issue and provide an appropriate solution in accordance with your statutory rights.
Exchanges
The quickest way to receive a different size, colour or product is to return the original item and place a new order once your return has been accepted.
If we are able to arrange a direct exchange, we will provide the relevant instructions by email.
Order cancellations
If you wish to cancel your order before it has been dispatched, contact support@velmy.com as soon as possible.
We cannot guarantee that an order can be cancelled once processing has begun. If your order has already been dispatched, you may request a return after it has been delivered.
Exceptions and non-returnable items
We cannot accept returns of:
- Items made to your specifications or clearly personalised;
- Items that are unsuitable for return for health protection or hygiene reasons if they were supplied sealed and the seal has been broken;
- Underwear or similar intimate garments where the hygiene seal has been removed or broken;
- Gift cards;
- Items damaged through misuse, improper care or normal wear and tear.
These exceptions do not affect your rights if an item is faulty, damaged, incorrect or not as described.
Sale items may be returned under the same conditions as full-price items unless a lawful exception applies.
Refunds
We will notify you when we have received and inspected your return and let you know whether the refund has been approved.
If approved, the refund will be issued automatically to your original payment method.
We will process eligible refunds within 14 days after receiving the returned goods or, if earlier, after you provide evidence that the goods have been sent back.
We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the item and establish its nature, characteristics and fit.
Where required by law, your refund will include the cost of our least expensive standard delivery option. Additional amounts paid for express or upgraded delivery are not refundable unless the service was not provided as agreed.
Your bank or payment provider may require additional time to show the refund in your account.
If you have not received an approved refund after a reasonable processing period, contact us at support@velmy.com.
Nothing in this policy limits your statutory rights under applicable consumer law.