At Velysora, we want you to feel confident about your purchase. This policy explains how to request a return, cancel an order, and receive a refund.
For assistance, please contact support@velysora.com.
1. Return Request Window
You may request a return for standard clothing items within 15 calendar days of receiving your order, including if you change your mind or the size is unsuitable.
Email us within this period with your order number and the items you wish to return. We assess the request deadline using the date you contact us, rather than the date we reply.
This 15-day period does not limit your statutory rights concerning faulty, damaged, incorrect, or misdescribed goods.
2. How to Return an Item
To arrange a return:
- Email support@velysora.com with your order number and the items you wish to return.
- Our customer service team will review your request and provide the appropriate return address and instructions.
- Send your parcel within 14 calendar days of receiving those instructions.
- Keep your proof of postage and send us the tracking number, if available.
The shipping deadline refers to the date you hand the parcel to the carrier. The parcel does not need to reach our return facility within that period.
Please obtain the correct return address before sending your parcel. Our office address and the address printed on your original package may not be the appropriate return destination. You may contact us before purchasing to ask about the return destination for your order.
3. Item Condition
For change-of-mind returns, clothing should be unwashed, unaltered, and free from wear beyond what is reasonably necessary to inspect or try it on.
Please retain tags and original packaging where possible, and package the item securely for its return journey.
Where permitted by applicable law, a refund may be reduced to reflect any loss in value caused by handling beyond reasonable inspection. We will explain any proposed deduction.
These conditions do not remove your statutory rights regarding faulty or misdescribed goods.
4. Return Shipping Costs
For change-of-mind returns, including an unsuitable size ordered by the customer, you are responsible for the direct cost of return shipping. The cost depends on the carrier and return destination.
If we sent an incorrect, faulty, or damaged item, we will cover the reasonable return shipping costs. Please contact us so we can arrange an appropriate return method.
For a full-order cancellation covered by UK statutory cancellation rights, we will also refund the original standard delivery charge. Additional charges for a premium delivery service above the least expensive standard option are generally not refundable.
5. Faulty, Damaged, or Incorrect Items
Please contact support@velysora.com as soon as you discover a problem, including your order number and a description of the issue. Photographs can help us assess the problem and arrange a suitable solution.
Depending on the circumstances and your applicable rights, we will arrange a refund, replacement, or another appropriate remedy.
Sale items retain the same statutory rights as full-priced items.
6. Refund Processing
We normally issue refunds to the original payment method within 5–7 business days of receiving the returned items.
Where statutory cancellation rules require an earlier refund, we will follow those rules. For UK statutory cancellation returns, we will issue the refund without undue delay and within 14 calendar days of receiving the goods back or receiving evidence that they have been sent back, whichever occurs first.
After we issue a refund, your bank or payment provider may require an additional 1–7 business days to display it in your account.
If you have not received your refund after this period, please contact us.
7. Order Cancellations
If you wish to cancel or change an order, email support@velysora.com as soon as possible.
We will check whether the order can be stopped before dispatch. If cancellation is confirmed, we will issue a full refund.
If the order has already been dispatched, you may arrange an eligible return under this policy.
8. Exchanges
If you would like a different size or colour, contact us to check availability and the available exchange options.
If a direct exchange is unavailable, you may return an eligible item for a refund and place a new order.
9. Your Consumer Rights
This policy applies alongside any mandatory consumer rights available in your country. It does not exclude or restrict those rights.
For any return, cancellation, or refund enquiries, please email support@velysora.com.