Return and Refund Policy

At Velora Lingerie, your satisfaction is our priority. If you're not completely satisfied with your purchase, we’re here to help under the following conditions.

Return Eligibility (30-Day Return)

In addition to your legal right to cancel, we offer a 30-day return window from the date of delivery. To qualify:

• Items must be unused, in their original packaging, with all original tags attached, any hygiene seal intact, and in a condition suitable for resale.
• A valid proof of purchase (e.g., receipt or order number) is required.
• Once you have told us, the item must be shipped back within 14 days of your return request.

This 30-day return is offered in addition to, and does not reduce, your legal right to cancel set out below.

Perfect Fit Guarantee (size exchange)

Find your perfect fit. Free size exchange, no return needed. We'll send a new one at no extra cost (subject to eligibility below).

To qualify for the Perfect Fit Guarantee:

• Apply within 14 days of receiving your order.
• All original tags must remain attached.
• The item must not be worn, except for trying it on for fit (over your own underwear), and must be free from perfume, deodorant marks, makeup stains, or any signs of wear.
• A valid proof of purchase is required.

Because trying an item on breaks the hygiene seal, Perfect Fit eligibility is assessed on the condition of the item, not the seal. If approved, we'll send a new size at no extra cost. Return of the original item is not required unless otherwise instructed. We reserve the right to require return of the original item, and to limit the Perfect Fit Guarantee to one exchange per customer where claims are repeated. We may decline a request that does not meet these criteria.

Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, or incorrect you are entitled to a remedy under the Consumer Rights Act 2015. These rights apply to all items, including intimate apparel, shapewear, swimwear, and sealed items.

• If you tell us within 30 days of delivery, you are entitled to a full refund.
• After 30 days, you are entitled to a repair or replacement, and to a refund or price reduction if that is unsuccessful.
• We cover the cost of return shipping for faulty, damaged, or incorrect items.

Please contact us via our Return Form as soon as possible if you believe your item is faulty.

Your Right to Cancel (UK Customers)

If you are shopping from the United Kingdom, you have the legal right to cancel your order within 14 days of receiving your goods, for any reason.

• To exercise this right, inform us within 14 days of delivery. No reason is needed, and a cancellation form is available on request. You then have a further 14 days to return the item.
  
• You may examine the goods as you would in a shop. We may reduce your refund only if the goods have been handled more than necessary to check them.
  
• You are responsible for return shipping costs.
  
• We refund the price of the goods plus the standard outbound delivery cost. If you chose an enhanced delivery option, only the standard cost is refunded.
  
• Refunds are processed within 14 days of receiving the returned goods, or of your proof of return, whichever is sooner.
• Sealed intimate items (bras, shapewear, swimwear, underwear) can no longer be cancelled once the hygiene seal is broken or removed — see "Change-of-Mind Limits (Hygiene & Sealed Items)" below. This does not affect your rights if the item is faulty.

Non-Returnable Items

For hygiene reasons, intimate items are supplied sealed. Your right to cancel and our 30-day return apply while the hygiene seal is intact. Once the seal is broken or removed, the following items are not eligible for a change-of-mind return, refund, or exchange.

• Panties and intimate underwear
• Swimwear
• Washing bags

Shapewear bodysuits (thong, brief, shorts): Once the hygiene seal is broken, these are not eligible for a change-of-mind cash refund. If you have a sizing issue, you are covered by our Perfect Fit Guarantee (one complimentary size exchange per customer within 14 days of delivery). Faulty or incorrect shapewear remains fully covered by UK consumer law, including a full refund within 30 days.

Promotional & Bonus Items (e.g. "Buy One, Get One Free")

Free or bonus items provided as part of a promotion are not separately eligible for a change-of-mind return or size exchange. If you cancel or return the qualifying item, any bonus item must be returned at the same time, or its standard retail price will be deducted from your refund.

This does not affect your statutory rights: if a bonus or free item is faulty, it is covered by the Consumer Rights Act 2015.

Who Pays for Return Shipping?

• Change-of-mind returns (e.g., changed your mind, ordered the wrong item, wrong size, no longer needed): a return fee applies. We do not offer free returns. The return fee is deducted from your refund.
  
• Our error (damaged, or defective item): we cover all costs — replacement or refund including original shipping, return shipping, and any customs/duties paid.

Refunds

• Once your return is received and inspected, we will notify you of the refund status.
• For a valid cancellation under your legal right, refunds are issued within 14 days of receiving the goods back or of your proof of return, including the standard outbound delivery cost.
• For other approved returns, refunds are issued to your original payment method within 7–14 days.
• For faulty items, a full refund is provided as required under the Consumer Rights Act 2015.

How to Return an Item

Step 1 — Contact Us. Reach out via our Return Form with your order number, the item(s) you'd like to return, a brief explanation, and photos of each side of the item(s). We'll respond within 1–2 business days with return instructions. (No reason is needed to exercise your legal right to cancel.)

Step 2 — Package and Ship. Securely package your item(s) and send them back according to the instructions provided, using a tracked service where possible.

Step 3 — Refund Processing. Once we receive and inspect your return, you will receive an email confirmation, and your refund is processed as set out above.

Your Statutory Rights

This policy does not limit or replace your rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You remain entitled to a refund, replacement, or repair for faulty goods, and to cancel an eligible order within 14 days, regardless of any change-of-mind restriction above.

Need help? We're happy to assist with returns, sizing, or anything else. Use our Return Form or email .