Return and Refund Policy
Thank you for shopping at Velenor London.
We offer a 30 day return policy.
You may request a return within 30 days from the date your order is delivered.
ELIGIBILITY FOR RETURNS
To qualify for a standard return:
• The item must be unworn and unused
• It must be returned in its original condition
• Original packaging and tags must be included
• Proof of purchase or your order number must be provided
RETURN PROCEDURE
Before returning an item, contact:
support@velenorlondon.com
Include your order number and reason for the return.
Our customer service team will provide return authorization, instructions, and the correct return address.
Do not send products to an address without receiving return instructions first.
Unauthorized returns may not be accepted.
RETURN SHIPPING COSTS
For standard returns, return shipping costs are the responsibility of the customer.
Velenor London will cover reasonable return shipping costs for verified damaged, defective, or incorrect items.
ORDER CANCELLATIONS
If you need to cancel an order, contact support@velenorlondon.com as soon as possible.
We will make reasonable efforts to cancel orders that have not entered processing or fulfillment.
Once processing or fulfillment has started, cancellation cannot be guaranteed.
Once an order has been dispatched, you will need to wait until delivery and then request a return where eligible.
Any statutory cancellation rights available under applicable consumer law remain unaffected.
NON RETURNABLE ITEMS
Certain products may be excluded from standard returns, including:
• Gift cards
• Personalized products
• Custom made products
• Products prepared specifically according to customer instructions
Where a product has specific return restrictions, this will be stated on the relevant product page where applicable.
This does not affect your legal rights regarding damaged, defective, incorrect, or nonconforming products.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive a damaged, defective, or incorrect item, contact us at:
support@velenorlondon.com
Please include:
• Your order number
• Clear photographs of the item
• Photographs of the packaging where relevant
• A description of the issue
Once verified, we will provide an appropriate replacement or refund.
Velenor London will cover applicable return shipping costs for verified damaged, defective, or incorrect items.
RESTOCKING FEES
We do not charge restocking fees for approved returns.
REFUNDS
Once your returned item has been received, we will inspect it.
We will notify you once the return has been reviewed.
If approved, your refund will be issued to the original payment method.
Please allow up to 7 business days for us to process an approved refund.
Your bank or payment provider may require additional time before the refund appears in your account.
EXCHANGES
Exchange requests can be submitted within 30 days of delivery.
Items must meet the same eligibility requirements as standard returns.
To request an exchange, contact support@velenorlondon.com with your order number and the product details.
CONTACT
For questions regarding returns, refunds, or exchanges:
Email: support@velenorlondon.com
Phone: +44 7985 618978
CUSTOMER SERVICE HOURS
Monday to Friday: 9:00 AM to 5:00 PM CET
Saturday and Sunday: 10:00 AM to 3:00 PM CET
COMPANY DETAILS
Shop Name: Velenor London
Company Name: VELENOR GROUP LIMITED
Business Address: Unit 2A, 17/F Glenealy Tower, Central