Refund policy
Returns & Refunds
We want you to love what you ordered. If something isn't right, you have 30 days from the delivery date to request a return.
Return conditions
- Items must be unworn, unwashed and in their original condition, with all tags attached.
- Original packaging should be included where possible.
- For hygiene reasons, swimwear, bodysuits, underwear and pierced jewellery cannot be returned unless faulty.
- Sale items marked as final sale cannot be returned.
How to start a return
Email us at support@velsandra.com with your order number and the items you'd like to return. We'll send instructions within 2 business days. Please don't send items back before contacting us — returns without prior authorisation may not be processed.
Return shipping
Return shipping is paid by the customer unless the item arrived faulty, damaged or incorrect, in which case we cover it in full. We recommend a tracked service; we can't be responsible for parcels lost on their way back to us.
Refunds
Once your return reaches us and passes inspection, we'll refund the original payment method within 5-10 business days. Original shipping charges are non-refundable unless the return is due to our error.
Exchanges
The fastest way to get a different size or colour is to return the original item for a refund and place a new order.
Faulty or incorrect items
Email support@velsandra.com with your order number and a photo within 14 days of delivery. We'll arrange a replacement or a full refund, including shipping, at no cost to you.
Right of withdrawal (EU, EEA and UK)
If you're shopping from the European Union, the EEA or the United Kingdom, you have a statutory right to cancel your order within 14 days of receiving it, without giving a reason. To exercise it, write to support@velsandra.com. This applies in addition to our 30-day return window.
Velsandra — support@velsandra.com
[ADDRESS]