Refund policy
Returns & Refund Policy
This policy explains two separate things: (A) your legal right to cancel an order, and (B) our additional voluntary 30-day returns offer. It applies to orders placed with Velsorie (a trading name of EKAURA LTD). Your statutory rights always apply. The extra conditions in section B apply only to our voluntary offer and never limit your legal rights.
A. Your legal right to cancel (14 days)
If you are a consumer, you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days, without giving a reason. The 14 days start the day after you (or someone you nominate) receive the goods, and you can cancel at any time after placing the order. If your order arrives in several parcels, the period runs from the day after you receive the last item.
How to cancel
Tell us clearly that you wish to cancel before the 14 days end, for example by emailing support@velsorie.com with your order number. You may use this model wording, but you don't have to:
I/We hereby give notice that I/We cancel my/our contract for the supply of the following goods: [description of goods], ordered on [order date] and received on [delivery date]. Name: [your name]. Address: [your address]. Order number: [order number].
When you tell us you are cancelling, we will send you our UK returns address, normally within 1–2 working days.
Sending the goods back
You must send the goods back to us without undue delay and in any event within 14 days of telling us you are cancelling. You do not need to wait for further approval from us once you have the returns address. Original tags and packaging are not a condition of your legal right to cancel, although keeping them helps us process your return. We recommend a tracked service and keeping proof of postage, because you are responsible for the goods until they reach us. If you are returning goods from outside the UK, please see "Where returns go" below.
Condition of the goods
You may open and inspect the goods, including trying them on, as you could in a shop. Please take reasonable care of them. We may reduce your refund if the goods have lost value because you handled them more than was needed to establish their nature, characteristics and fit.
Return costs
If you cancel under your legal right, you pay the cost of returning the goods unless they are faulty or not as described.
Refund
We will refund the price of the goods and the standard delivery cost you paid. We do not refund the extra cost of a more expensive delivery method you chose. We will make the refund within 14 days of the earlier of (a) the day we receive the goods back, or (b) the day you give us proof that you have sent them back. We refund the original payment method unless we agree otherwise.
Goods that cannot be cancelled
The legal right to cancel does not apply to goods made to your specification or clearly personalised, or to goods supplied sealed for health-protection or hygiene reasons where the seal has been broken after delivery. An ordinary tag or label is not a hygiene seal. If an item has a hygiene seal, such as a sealed hygiene liner, the product page or packaging will say so. These exceptions do not affect your rights for faulty goods.
B. Our voluntary 30-day returns offer
In addition to your legal right, we allow you to return most items within 30 days of delivery, so you have extra time beyond the 14 legal days to decide. The conditions below apply only to this additional offer, for returns made after your legal cancellation period or where you are not cancelling under it.
- Condition: items should be unworn, unwashed and undamaged, with original tags and packaging.
- How to start: email support@velsorie.com within 30 days of delivery with your order number and the items you want to return. We will confirm eligibility and send our UK returns address.
- Postage: for change-of-mind returns the customer pays return postage. We cover reasonable return costs if an item is faulty or we sent the wrong item.
- Refund: once we receive and inspect your return, we refund your original payment method within 14 days.
- Hygiene: we cannot accept voluntary returns of swimwear, lingerie or similar items once the hygiene seal has been removed, unless the item is faulty or not as described.
C. Faulty, damaged or incorrect goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have rights that include:
- a right to reject faulty goods and receive a refund within 30 days of delivery;
- after that, the right to a repair or replacement, and if that is not possible or fails, a price reduction or a final right to reject and refund;
- rights that last for up to 6 years in England, Wales and Northern Ireland (5 years in Scotland), depending on how long the goods should reasonably last.
Please email us with your order number and photographs so we can resolve this quickly. Where an item is confirmed faulty, damaged or incorrect, we will cover the cost of returning it. Nothing in this policy limits these rights.
Exchanges
We're happy to exchange for a different size or colour, subject to availability. Tell us the item and size you'd like. If the replacement is unavailable, we'll offer a refund instead.
Cancelling an order before dispatch
If you want to cancel before your order is dispatched, email us as soon as possible with your order number. If it hasn't been dispatched we'll cancel it and refund you in full.
Where returns go
All returns are sent to our returns address in the United Kingdom, which we give you when you contact us. If you are returning from outside the UK, return postage and any customs or export charges are the customer's responsibility for change-of-mind returns (legal cancellations and voluntary returns), so please check these costs before sending. Your local consumer laws may give you additional rights.
Contact us
Questions about returns, cancellations or refunds? Email support@velsorie.com or call +44 1545 379066. We aim to reply within 1–2 working days.
EKAURA LTD, trading as Velsorie
Company number: 17046566
Registered office: 114 Rushgrove Avenue, London, United Kingdom, NW9 6RD
Email: support@velsorie.com
Phone: +44 1545 379066