FAQ

Standard delivery is free on every order, UK and international, with no minimum spend. We don't add delivery charges at checkout, so the price of your items is the price you pay, whether you order one piece or a whole new wardrobe.

We dispatch orders from our fulfilment centre in the United Kingdom within 1–2 working days of purchase. After dispatch, UK delivery typically takes 3–5 working days and international delivery 10–20 working days. You'll receive a dispatch email with tracking as soon as your order is on its way. Details are in our Shipping Policy.

Yes. We deliver to a range of destinations outside the UK, shown at checkout, and free standard delivery applies to international orders too, with no minimum spend. Orders typically arrive within 10–20 working days of dispatch. Import duties, customs charges or local taxes may be applied by the destination country; they aren't included in your order total and are the customer's responsibility.

Your dispatch email contains a tracking link. You can also visit our Track Your Order page. Tracking can take 24–48 hours to start updating after dispatch.

Carriers will usually leave the parcel in a safe place, hand it to a neighbour or leave a card explaining how to collect or rearrange delivery. The exact approach depends on the carrier, so check the tracking link in your dispatch email for the latest details.

There are two parts. First, your legal right to cancel within 14 days of receiving your order, for any reason. Second, our extra voluntary 30-day returns offer, where items should be unworn, unwashed and undamaged with tags and packaging. Those conditions apply only to the voluntary offer, not to your legal right. See our Returns & Refund Policy.

Email support@velsorie.com with your order number and the item you'd like to return, and tell us whether you're cancelling under your legal 14-day right or using our 30-day offer. We'll send our UK returns address, normally within 1–2 working days. You don't need to wait for further approval once you have it. We recommend a tracked service and keeping proof of postage.

Legal cancellation: we refund within 14 days of the earlier of receiving your goods back or you showing proof you've sent them back. Voluntary 30-day returns: we refund within 14 days of receiving and inspecting your return. Either way the refund goes to your original payment method, and your bank may take a few extra working days to show it.

Yes, subject to availability. Email us with the item and the size or colour you'd like instead, and we'll confirm stock before you send anything back and talk you through the easiest way to swap.

If you cancel under your legal right or use our voluntary 30-day offer for a change of mind, you pay return postage. If an item is faulty, damaged or not as described, we cover the cost of returning it.

Each product page lists the sizes available for that style. Compare your own measurements, or a similar item you already own that fits well, with the size options and the product details on the page. If you're unsure, email us and we'll gladly help.

Think about the fabric and cut of the piece. For fitted styles we'd generally suggest sizing up for comfort; for relaxed or oversized styles your usual size is often best. Our team can advise on specific items.

Fit can vary slightly between styles and fabrics, so we recommend checking the size options and description on the product page, especially for a style or category you haven't tried from us before. If an item doesn't fit, you can return or exchange it under our returns policy.

The payment methods available are shown at checkout, and you can choose whichever suits you best. See our Payment Policy for details.

Yes. Payments are processed through Shopify's encrypted checkout and its payment partners, which meet current industry security standards. We never see or store your full card details.

Your payment method is authorised when you place your order, and you are charged when your order is processed. Prices are in pounds sterling (GBP) and include VAT.

You'll receive an order confirmation email when you buy and a dispatch email with tracking when it's on its way. If you can't find either, check your spam folder first, then email support@velsorie.com and we'll look into it.

Email us as soon as possible with your order number and the change you'd like. We dispatch within 1–2 working days, so the sooner you contact us the more likely we can make the change before your order ships. If it hasn't been dispatched, we'll cancel it and refund you in full.

We're sorry about that. Email support@velsorie.com with your order number, a short description and a photo if you can. We'll arrange a replacement or refund, and cover reasonable return costs. Your rights under the Consumer Rights Act 2015 also apply.

Check your spam or promotions folder first. If it isn't there, email us with your name and approximate order date and we'll confirm your order and resend the details.