Refund policy
Order Cancellation and Amendment Policy
We process and dispatch all orders very quickly; therefore, we cannot guarantee any amendments or cancellations once an order has been placed.
If you would like to amend or cancel your order, please contact our customer support team as soon as possible by email at contact@velvionna.com.
We will do our utmost to amend or cancel your order if it has not yet been processed by our warehouse.
To help us deal with your request more efficiently, please use the subject line "Cancel My Order" and include your full name and order number in the body of your email.
Returns and Refund Policy
If your order has already been dispatched, please do not worry — you may still return it for a refund, subject to the conditions outlined below.
Our refund policy is valid for 30 days. If more than 30 days have passed since the delivery of your purchase, unfortunately we are unable to offer a refund or exchange.
To be eligible for a return, items must be unused and in their original packaging. The parcel's shipping label must be present and intact.
For obvious hygiene reasons, we cannot accept returns of products that have already been used.
Non-refundable items include:
Gift cards
Digital books
To complete your return, proof of purchase or a receipt is required.
Refunds
Once we have received and inspected your returned item, we will send you an email confirming receipt. We will also notify you whether your refund request has been approved or declined.
If your request is approved, your refund will be processed and a credit will automatically be applied to your original payment method within one week.
Shipping costs can only be refunded if the cancellation request was made before the parcel was dispatched.
Late or Missing Refunds
Please check your bank account.
Contact your credit card provider.
Processing times are generally between 7 and 14 working days.
If you have completed all of the above steps and still have not received your refund, please contact us at contact@velvionna.com.
Sale Items
Only full-priced items are eligible for a refund. Unfortunately, sale items cannot be refunded.
Replacements
We only replace items if they are defective or damaged. If this applies to your order, please email us at contact@velvionna.com.
Return Shipping
To return a product, please contact us by email at contact@velvionna.com and we will provide you with the return procedure and the address of our authorised returns warehouse.
Shipping costs are non-refundable. If a refund is issued, return shipping costs will be deducted from the refund amount. You are responsible for covering the cost of returning the item.
Returned items remain your responsibility until they have been received by us.
If you are returning an item valued at more than £50, we recommend using a tracked delivery service or purchasing shipping insurance.
We cannot guarantee that we will receive the item you return.