Velsvoir

Returns Policy

WHAT IS YOUR RETURNS POLICY?

In accordance with UK distance selling regulations, you have the right to cancel your order within 7 working days following delivery of your order and, if necessary, return the goods to us for a full refund. You must notify us in writing during this period of your intention to cancel by email. Should you wish to cancel your order, any goods supplied must be returned within 7 days of your notice to cancel. Providing the goods are returned in the original condition with all packaging and tags you will receive a full refund.

HOW CAN I RETURN UNWANTED ITEMS?

Please return the unwanted items back to us in the original packaging with tags still attached. If your order comes with no invoice simply include a note with your order number, items to be returned, reason for returning and whether you want an exchange or refund.

Velsvoir
Web Returns
New Bond House
124 New Bond Street
Mayfair
London
W1S 1DX

HOW LONG DO I HAVE TO RETURN AN ITEM?

You have 28 working days to return any item which has been unworn with all tags still attached.

HOW LONG DOES A RETURN TAKE TO PROCESS?

Once we have received the item we will contact you by email, if you request a refund we will process it immediately, it then tends to take 3-5 working days to clear in to the card holders account depending on who you bank with. If the item is for an exchange this takes 3-5 working days to be dispatched.

DO I HAVE TO PAY TO RETURN THE ITEM?

All returns are the responsibility of the customer until received by ourselves, and we strongly advise customers to use an insured delivery service which can be tracked. The cost of returning all items is the responsibility of the customer.

WHAT DO I DO IF I HAVE LOST MY INVOICE?

If you have lost your invoice our returns address is:

Velsvoir
Web Returns
34 South Molton Street,
Mayfair,
London,
W1K 5RG

MY RETURN WAS PROCESSED BUT I WASN’T REFUNDED MY DELIVERY CHARGE?

We will refund you the cost of goods but the delivery charge is non-refundable, except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty or incorrect.

WHAT IF I HAVE BEEN REFUNDED THE INCORRECT AMOUNT?

If you believe we have made a mistake on your refund please email us at sales@velsvoir.com as soon as possible and we will try and sort it out for you. However the following may affect the amount you have been refunded:
The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty or incorrect.

Any discounts that were applied at the time of sale, which may not now be applicable.

HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as your return has been processed, we’ll email you to let you know. In the unlikely event that you don’t receive this email within 10 days of posting your parcel to us, please call us on +44 (0)203 086 8556 or email us at sales@velsvoir.com.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

WHAT IF I HAVE RETURNED AN ITEM AND IT HAS BEEN INCORRECTLY EXCHANGED OR REFUNDED?

If you were expecting a replacement and received a refund instead, this may be because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead. If you were expecting a refund and we sent you replacement goods, please either call us on +44 (0)203 086 8556 or email us at sales@velsvoir.com.

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