RETURN POLICY

Can I return my order?

Yes, you can. You have 30 days from the delivery date to return items you are not satisfied with. However, the order must meet the following requirements:

  • The product must be unused, unworn, and in its original packaging, with all necessary parts and components included.
  • The product must show no signs of wear, washing, damage, or improper handling.
  • Hygiene-sensitive items, including socks, underwear, and similar products, are non-returnable once opened or worn. Returns for these items are only accepted if they are unopened, unused, and still sealed in their original packaging.
  • If a defect is found upon receipt, please contact us immediately so we can resolve the issue.
  • We reserve the right to charge the consumer for return shipping costs.
  • Returns are processed within 7 business days, and once all requirements are met, the return will be formally acknowledged.
  • If we determine that returned items have been used, worn, washed, or damaged without our knowledge or approval, we reserve the right to reject the return.

How do I return my order?

To initiate the return process, please follow these steps if your order meets the above requirements:

  1. Send an email to info@velrolondon.com and include the following details:

    • Order number
    • Reason for the return request
    • Photo of the item (if damaged)
    • Full name of the customer
    • Customer’s address

  2. We will contact you and provide the correct return address.

Important: Never send a return to the original sender. We will provide you with the correct return address upon request. The cost of returning the item is the responsibility of the buyer.

CANCELLATION POLICY

If the customer is an individual who completes a legal transaction for reasons unrelated to their primary business or professional activity, they have the right to cancel their order under the following conditions:

CANCELLATION CONDITIONS

The withdrawal period is 30 days from the day you, or a third party designated by you (who is not the carrier), receive the last item in your order.

Orders are processed immediately after placement as we use a fully automated system. Therefore, a refund after receiving the goods is not possible, as we cannot stop the shipping process once it has started.

To exercise your right of withdrawal, you must clearly communicate your decision to cancel this contract (for example, via email) to Velro London. Once we have received the returned products, the cancellation will be finalized. The buyer is responsible for the return shipping costs.

Shipment Documentation During Transit

We have no control over additional transit delays that may occur since our products are shipped from Asia. A cancellation is not possible once the products are already in transit.

Please wait until you receive the items before returning them. However, you can notify us in advance if you intend to cancel.

To ensure the fastest possible return processing, please provide us with a shipping confirmation once you send the return.

Consequences of Withdrawal

If this contract is canceled, we will refund all payments received from you within fourteen (14) days after receiving both your cancellation notice and the returned goods.
Please note that a processing fee will be applied and deducted from your refund amount.

Important: Shipping fees and optional shipping protection are non-refundable, unless a delivery option more expensive than our standard shipping was selected.

Unless otherwise agreed, we will issue the refund using the same payment method that you used for the original transaction. No additional costs will be charged for this refund.

ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.