WANT TO RETURN AN ITEM YOU’VE PURCHASED?
No problem, we will accept returns up to 14 days from the date of purchase.
Please ensure returns are sent with original packaging and labels, unwashed and unworn (other than being tried on for size) condition and we will process a refund for your returned item(s). Please note we cannot exchange items, only refunds are available.
72 Donnington Avenue,
For us to process the return and refund accurately:
- Circle the item(s) you are returning on the packing list received with your delivery or your original order confirmation email. Alternately your order number will be OK to process your refund.
We ask that any item returned to us has all labels intact and that the garment is folded neatly and in original condition, so that it can be resold. Please note, where an item is returned to us in a condition that prevents us from re-selling it, we do reserve the right to send the item(s) directly back to you.
Please Note: For hygiene reasons, underwear and socks that have been removed from their packaging, cannot be returned for a refund.
ORDERING ANOTHER SIZE OR STYLE?
Just re-order the product you are wanting on the Veloriginal website so that you can secure what you want and get the replacement as soon as possible. Please note we cannot exchange items – we will refund the original item purchase.
WHO PAYS THE POSTAGE FOR A RETURN?
The cost of returning an item for a refund is your responsibility. Liability for the return is with you until it has arrived to us, so please select whatever shipping method you feel is suitable, however you will need to use a tracked service if you want confirmation that your return has arrived with us.
HOW LONG WILL IT TAKE TO PROCESS MY REFUND?
Please allow 7 business days from the date your parcel is delivered to us for your return to be processed and your account to be credited. Our staff will check your returned items are in an acceptable condition and we will process a refund back to your original payment method. Once your return has been processed you receive an email confirmation of your refund.
For refunds back to your original payment method, please note that your financial institution may need 3-5 days to clear the funds back into your account.
I HAVE ALREADY WORN MY VELORIGINAL CLOTHING, CAN I STILL RETURN IT?
Sorry but no. Due to health regulation reasons we can only accept garments back that are in original condition and that have not been worn (other than tried on for size and fit) or washed. Please steer clear of strong perfumes or deodorants and make up when trying on garments as they may leave a scent of mark which would render the return unsellable and unable to be refunded.
I HAVE RETURNED MY VELORIGINAL GARMENT FOR A REFUND BUT HAVE NOT HEARD ANYTHING BACK FROM VELORIGINAL.
The typical shipping time for items to arrive back to Veloriginal is between 3 to 10 days. We recommend a tracked mail service if you want confirmation that your return has arrived back to us. We aim to process returns within 3 working days of their arrival back to our head office address. Our staff will then check your return and original order details and if the returns are in an acceptable condition, we will process a refund back to your original payment method within 3 working days.
WHAT IF I AM SENT A DEFECTIVE ITEM?
All Veloriginal products undergo stringent quality checks from the beginning of their manufacturing process. Faults can occur however from time to time that slip through the quality checking processes. In the unlikely event that you do receive a defective item, please notify us (“Contact Us”) within 7 days of receiving the item.
I NEED TO CHANGE A GIFT THAT SOMEONE ELSE HAS ORDERED
You will need to get the original purchase details from the buyer as we can only issue refunds for returned items, exchanges are not possible. If you are unable to access these detail we should be able to trace them for you from our order records so that the refund can correctly be processed back to the buyer. Please email us at firstname.lastname@example.org if you need a copy of the original order details.