Refund policy
Returns
You have 30 days from the day you receive your order to request a return — no explanation needed. A prepaid return label is included in every parcel.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging, and must not have been worn, for hygiene reasons. Tags must still be attached.
How to return
- Repack the item with its tags attached — the original mailer is designed to be reused.
- Attach the prepaid label supplied in your parcel.
- Drop it at any pick-up point of the carrier printed on the label.
- Keep the drop-off receipt until your refund lands.
Refunds
Once your return arrives at our warehouse and passes inspection, we refund the original payment method within 3-5 working days and email you the moment it is processed. Original delivery costs are refunded when the whole order is returned. If a return does not meet the conditions above, we will contact you before taking any action.
Exchanges
The fastest route to a different size or colour is to place a new order and return the first item — that way your size is not held while the parcel travels.
Faulty or incorrect items
If something arrives damaged, faulty or not what you ordered, email us a photo and your order number at velanine.pro@gmail.com. We cover the return and either replace the item or refund it in full — the hygiene and packaging conditions above do not limit your legal rights in this case.
Your legal right of withdrawal (EU)
If you are a consumer in the European Union, you have the statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. To exercise it, notify us by an unambiguous statement (email is enough) within that period and return the goods within 14 days of your notification. We reimburse all payments received, including standard delivery costs, within 14 days of being informed — we may withhold reimbursement until we have received the goods back or you have supplied proof of having sent them. You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Our 30-day policy above is in addition to this statutory right and never reduces it.