Refund policy

Last updated: August 27, 2026

This Return and Refund Policy applies to purchases made from Velours & Co at https://veloursandco.com. Velours & Co is a trading name of GROMPYS LTD, company number 13374519.

30-day return policy

You may request a return within 30 days after the date your order is delivered. This commercial return period is in addition to any mandatory consumer rights that apply where you live.

To start a return, email sup.veloursandco@gmail.com with your order number, the item you wish to return, and the reason for the return. If the item is damaged, defective, or incorrect, please include clear photographs.

Do not send returns to our registered office in London. Once a return is approved, we will provide a prepaid, trackable return label and the address of our authorised returns warehouse in China. Returns sent without authorisation, to an address other than the address on our label, or using a different carrier may be delayed or refused where permitted by law.

Return shipping

We pay the direct cost of return shipping for approved returns, including change-of-mind returns and returns of damaged, defective, or incorrect items. You must use the prepaid label and instructions we provide. We are not responsible for parcels returned using an unauthorised service.

Return condition

Items should be returned with all components, accessories, gifts, and original packaging where reasonably possible. You may inspect an item as you would in a physical shop. If an item has been worn, used beyond what is necessary to inspect it, altered, damaged after delivery, or returned incomplete, we may make a lawful deduction for loss in value.

Earrings are covered by the same return rules as other jewellery. We do not rely on a hygiene-seal exclusion.

Non-returnable items

Change-of-mind returns are not available for goods made to your specifications or clearly personalised. This exclusion does not affect your rights if an item is faulty, damaged, misdescribed, or incorrect. Please contact us before ordering if you are unsure whether an item is personalised.

Damaged, defective, or incorrect items

Please inspect your order promptly after delivery and contact us if an item is damaged, defective, misdescribed, or different from what you ordered. We will provide an appropriate remedy, which may include repair, replacement, price reduction, or refund, as required by applicable law. We cover all reasonable return costs for these items.

Exchanges

The fastest way to obtain a different item is to return the original item and place a new order. If we agree to a direct exchange, availability is not guaranteed.

UK and EEA right to cancel

If you are a consumer in the United Kingdom or European Economic Area, you normally have a legal right to cancel an online purchase within 14 days after delivery without giving a reason. To exercise this right, send a clear cancellation statement to sup.veloursandco@gmail.com before the cancellation period expires. You then have 14 days to return the goods using our prepaid return instructions.

For a valid statutory cancellation, we refund the price paid and the cost of the least expensive standard delivery option offered at checkout. Any additional cost for an upgraded or express delivery method is not refundable. Mandatory legal exceptions and local consumer protections continue to apply.

Refunds

We will notify you after receiving and inspecting your return. Approved refunds are issued to the original payment method, normally within 10 business days. For UK and EEA statutory cancellations, we will comply with the applicable legal refund deadline and may withhold reimbursement until we receive the goods or evidence that they have been returned.

Your bank or card provider may require additional processing time. If more than 15 business days have passed since we confirmed a refund, contact sup.veloursandco@gmail.com.

Order cancellation

Contact us as soon as possible if you wish to cancel an order. We will try to stop fulfilment, but cancellation cannot be guaranteed once processing or dispatch has begun. If an order has already shipped, use the return procedure above.

Contact

Email: sup.veloursandco@gmail.com
Telephone: +44 7418 356120