Return & Exchange Policy
We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may be entitled to return, exchange or receive a refund in accordance with this policy and your rights under UK consumer law. This Return & Exchange Policy applies to purchases made through our online store.
If you purchase from us online, you generally have the legal right to change your mind and cancel your order without giving a reason.
You must notify us of your decision to cancel within 14 days from the day you receive your order.
After notifying us that you wish to cancel, you then have a further 14 days to return the item(s).
To notify us that you wish to cancel or return an order, please contact our Customer Support team at:
Email: support@velmienne.com
Please include your:
- Full name
- Order number
- Item(s) you wish to return
Once we receive your request, we will provide the appropriate return instructions and return destination for your order.
1. Your Right to Cancel
2. Return Conditions
To help us process your return, items should, wherever possible, be returned:
- In their original condition
- With original tags attached
- With their original packaging
- With all components supplied with the product
You are responsible for taking reasonable care of the products while they are in your possession.
If an item has been handled beyond what is reasonably necessary, we may make an appropriate deduction from the refund where permitted by law.
3. Jewellery & Hygiene Items
For health and hygiene reasons, certain products may be supplied in sealed packaging.
Where jewellery intended for pierced areas is supplied with a hygiene seal, the right to cancel may not apply once that seal has been broken.
This restriction does not affect your rights where an item is faulty, damaged, defective or not as described.
4. Exchanges
Eligible products may be exchanged for another available size, colour or product, subject to availability.
To request an exchange, please contact us within 14 days of receiving your order.
Once your request has been reviewed, our Customer Support team will provide the relevant instructions for returning the product.
If your requested replacement is unavailable, we may offer an alternative product or process a refund instead.
Any difference in price between exchanged products may need to be paid or refunded, as applicable.
Exchanges are subject to the same conditions and exclusions set out in this policy.
5. Return Shipping Costs
For change-of-mind returns, the cost of returning the item is normally your responsibility.
The return destination may vary depending on the product and order. For this reason, customers should contact our Customer Support team before sending a return.
We strongly recommend:
- Using a tracked shipping service
- Keeping your proof of postage until your return has been processed
We cannot be responsible for return parcels lost or damaged in transit where the return shipping has been arranged by the customer.
If you are returning an item because it is:
- Faulty
- Damaged
- Defective
- Incorrect or not as described
We will be responsible for reasonable return costs where required under applicable UK consumer law. Please contact us before returning a faulty or incorrect item so that we can provide the appropriate instructions.
6. Refunds
Once a valid return has been processed, refunds will be issued using the same payment method used for the original purchase, unless you expressly agree otherwise.
Where you exercise your statutory right to cancel, eligible payments will be refunded without undue delay.
Refunds will be processed no later than 14 days after we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first, where applicable under UK law.
Where required by law, your refund will also include the cost of the standard delivery option available when you placed your order.
If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account after the refund has been issued.
7. Faulty, Damaged or Incorrect Items
Please note that we are not responsible for damage caused by:
• Misuse or improper handling
• Accidental damage after delivery
• Failure to follow care instructions
• Unauthorised alterations or repairs
• Normal wear and tear
Nothing in this section limits your rights where the product was already faulty or defective when supplied.
8. Items Damaged by the Customer
Your statutory rights are not affected by this Return & Exchange Policy.
Under the Consumer Rights Act 2015, products must be:
- Of satisfactory quality
- Fit for their intended purpose
- As described
If you receive an item that is faulty, defective, damaged or materially different from its description, please contact us as soon as possible.
Consumers generally have a 30-day short-term right to:
- Reject faulty goods
- Request a refund (where the requirements of the Consumer Rights Act 2015 are met)
After this initial period, you may have additional legal rights to:
- A repair or replacement
- A price reduction (in certain circumstances)
- A final right to reject the goods
When contacting us regarding a damaged or faulty product, please provide:
- Your order number
- A description of the issue
- Clear photographs or videos of the product and the problem, where reasonably possible
Photographs and videos help us investigate and resolve the issue more quickly, but requesting them does not remove or limit your statutory consumer rights.
9. Sale and Promotional Items
Products purchased during a sale, promotion or with a discount are subject to the same statutory consumer rights as full-price products.
A discounted price does not remove your rights where an item is faulty, damaged or not as described.
Change-of-mind returns for eligible discounted products are also handled in accordance with this policy and applicable distance-selling laws.
10. How to Start a Return or Exchange
To request a return or exchange, contact our Customer Support team:
Email: support@velmienne.com
Please provide:
• Your full name
• Your order number
• The item(s) you wish to return or exchange
• Details of any issue, where applicable
Our Customer Support team will then provide you with the appropriate return instructions and return destination for your order.
Do not send products to the address shown on the original parcel or shipping label unless our Customer Support team specifically instructs you to do so.
Returns sent without following the applicable return instructions may experience delays in processing.
Nothing in this section limits your statutory right to notify us that you wish to cancel an eligible order.
We may ask you to provide reasonable proof of purchase before processing a return, refund, repair or replacement.
Acceptable proof may include:
- Your order confirmation
- Your order number
- Payment confirmation
- Other reasonable evidence showing that the item was purchased from us
11. Proof of Purchase
12. Your Statutory Rights
Nothing in this Return & Exchange Policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law.
Your statutory rights, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, remain unaffected.
13. Contact Us
If you have any questions about a return, exchange, refund or your order, please contact our Customer Support team:
Velmienne
Email: support@velmienne.com
Our Customer Support team will provide any additional information or return instructions relevant to your order.