Refund policy

RETURN AND REFUND POLICY

At Vellor & Lane, we want you to feel confident and satisfied with every purchase. We understand that sometimes an item may not meet your expectations, so we are here to support you throughout the return process.

14-Day Return Policy

You may request a return within 14 calendar days from the date you receive your order.

For orders containing multiple items delivered separately, the 14-day period begins on the date the final item from the order is delivered.

To begin a return, you must contact us within the applicable return period. Items sent back without first submitting a return request will not be accepted.

How to Request a Return

To request a return, please contact us at:

Email: info@vellorandlane.com

Please include:

Your full name
Your order number
The item or items you wish to return
The reason for the return
Clear photographs showing the current condition of the item
Photographs of the damaged or defective area, where applicable

If your return request is approved, we will provide you with return instructions and the correct return address.

Please do not return your order to the sender’s address shown on the original parcel. This address may belong to a logistics provider and may not be authorised to process returns.

Return Eligibility

To be eligible for a return, an item must:

Be unworn, unused, unwashed and undamaged
Be in its original condition
Have all original tags, hygiene seals and labels attached
Be returned with its original packaging where reasonably possible
Be free from perfume, makeup, deodorant, pet hair or other marks
Include proof of purchase or the order number

Customers may inspect and try on garments in the same way they would reasonably do in a physical store. We reserve the right to reduce the refund amount where an item has been handled beyond what is necessary to determine its nature, characteristics and fit.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot normally be returned where their protective or hygiene seal has been removed, or where they have been worn or tried on directly against the skin:

Bodysuits
Lingerie and underwear
Swimwear
Hosiery, tights and socks
Earrings and pierced jewellery
Hair accessories
Other sealed hygiene-sensitive products

Personalised, customised or made-to-order products are also non-returnable unless they arrive damaged, defective or incorrectly supplied.

These exclusions do not affect your statutory rights where an item is faulty, damaged, incorrectly described or not as ordered.

Accessories

Accessories must be returned unused, undamaged and in their original packaging.

For hygiene reasons, certain accessories such as earrings, pierced jewellery and hair accessories cannot be returned once their packaging or hygiene seal has been opened.

Bags and belts may be returned provided they meet all return eligibility conditions.

Matching Sets

Products sold as a matching set must be returned together as a complete set.

Individual pieces from a matching set cannot be returned separately unless the individual item is faulty or we have confirmed otherwise in writing.

Sale and Final-Sale Items

Sale items may be returned where required under applicable consumer law, provided the return request is submitted within the relevant return period and the item meets the return conditions.

Items clearly identified as personalised, made-to-order or non-returnable for hygiene reasons may not be eligible for a change-of-mind return.

A discounted item remains eligible for a remedy where it is faulty, damaged, incorrectly described or not as ordered.

Return Shipping Costs

Customers are responsible for the cost of return shipping when returning an item because of:

A change of mind
Incorrect size selection
Personal preference regarding colour, fit or style
An incorrectly entered delivery address

We recommend using a tracked and insured shipping service. Vellor & Lane is not responsible for returned parcels that are lost, delayed or damaged during return transit.

If the item is defective, damaged, incorrectly supplied or materially different from its description, please contact us before returning it. Where the claim is accepted, we will provide an appropriate solution and cover reasonable return costs where required by applicable law.

Customers should not pay customs duties or additional charges for a return without contacting us first. Any unauthorised customs, handling or delivery charges may not be reimbursed.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

Damaged
Defective
Incorrect
Missing from the parcel
Materially different from its product description

Please provide clear photographs of:

The complete item
The affected or defective area
The product label and tags
The outer packaging
The shipping label

We will review the information and provide an appropriate solution, which may include a replacement, refund or another remedy available under applicable law.

Issues Not Normally Considered Defects

The following are not normally considered manufacturing defects:

Minor loose threads that can be safely trimmed
Small variations in measurements within a reasonable manufacturing tolerance
Minor variations in texture, thickness or fabric feel
Slight colour differences caused by lighting, photography or screen settings
Natural fabric characteristics
Damage resulting from washing, wear, misuse, improper storage or failure to follow care instructions
Damage caused by alterations, repairs or modifications made by the customer or another party
Dissatisfaction based solely on personal preferences regarding style, colour or fit

Sizing issues are not normally treated as product defects where the item corresponds with the measurements shown in the applicable size guide.

However, nothing in this section limits your rights where the product is faulty, materially different from its description or not fit for its intended purpose.

Exchanges

We do not guarantee direct exchanges because product availability can change.

The fastest way to obtain a different size or colour is usually to return the original item and place a new order after your return has been approved.

Any replacement or exchange arrangement must be confirmed by our customer support team before the item is sent back.

Refunds

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. We aim to process approved refunds promptly and no later than the timeframe required under applicable consumer law.

For eligible UK returns, refunds are generally required within 14 days after the returned goods are received or after the customer provides evidence that the goods were sent back.

After a refund has been processed, your bank, card provider or payment service may require additional time to display the funds in your account. This processing time is outside our control.

Where required by law, the original standard delivery charge will also be refunded. Additional costs paid for express, premium or upgraded delivery may not be refundable beyond the cost of standard delivery.

Refund Delays

If you have received confirmation that your refund was processed but the funds have not appeared:

Check the original payment account used for the order.
Contact your bank or card issuer.
Allow the payment provider’s standard processing period.
Contact us if the refund is still missing after the stated processing period.

Order Cancellations

We cannot guarantee that an order can be changed or cancelled once it has entered processing or has been transferred to our fulfilment partner.

If the order has already been dispatched, you may need to wait until it is delivered and then follow the standard return procedure.

Refused or Undeliverable Parcels

If a parcel is refused, unclaimed or returned because an incorrect or incomplete address was provided, any shipping, return, customs or carrier charges incurred may be deducted from the refund where permitted by law.

Original delivery charges may also be non-refundable where the delivery failure was caused by information supplied by the customer.

Important Return Information

Do not send an item back before receiving return approval and instructions.
Do not use the sender’s address printed on the parcel as the return address.
Returns sent to an unauthorised address may be rejected or lost.
Return parcels should be securely packaged.
Keep your tracking number and proof of postage until the return is completed.
Vellor & Lane is not responsible for personal belongings accidentally included inside a returned parcel.