This Returns & Refunds Policy applies to all purchases made on byvelouva.com and is intended for customers located in the United Kingdom.
Returns
We gladly accept returns. Customers have the right to return their order within 30 days of receiving the item.
Return Conditions
To be eligible for a return, the item must:
- Be unused and unworn
- Be in original condition
- Have all original tags attached
- Be returned in the original packaging where possible
We reserve the right to refuse returns that do not meet these conditions.
How to Start a Return
To start a return, please contact our customer support team with your order number. We will confirm your return request and provide return instructions.
Return Shipping (United Kingdom)
Velouva covers the return shipping cost. A prepaid return label is included in your parcel. Please use the prepaid label to send the item back and follow the return instructions provided by our support team.
Refunds
After we have received and inspected your returned item, we will notify you whether your refund has been approved. If approved, your refund will be processed within 5–10 business days and automatically issued to your original payment method.
Please note that depending on your bank or payment provider, it may take additional time before the refund appears in your account.
Customs & Fees
Orders are shipped from Sweden to the United Kingdom and may be subject to import VAT, duties, or carrier handling fees under UK regulations. If charged, these fees are set and collected by UK authorities or the carrier and are outside our control. Refunds apply to the product price paid on our website.
Exchanges
We also offer exchanges within 30 days of receiving your order. To qualify for an exchange, the item must:
- Be unused and unworn
- Be in original condition
- Have all original tags attached
If you wish to exchange an item for a different size or style, please contact our customer support team. Once the returned item has been received and approved, we will process the exchange as quickly as possible. If there is a price difference between items, the balance will either be refunded or charged accordingly.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery so we can resolve the issue promptly.
Contact Information
If you have any questions regarding returns, refunds, or exchanges, please contact us:
Velouva
Baldergatan 42, 195 51 Märsta, Stockholm, Sweden
Email: info@byvelouva.com
Phone: +46 73 708 83 91
Customer Support Hours: Monday–Sunday: 08:00–16:00
