Returns & Shipping
Everything you need to know about sending something back or tracking down your order. Can't find what you're looking for? Get in touch and we'll help directly.
Returns & Refunds
We want you to love your Velvura ritual. If something isn't right, here's how returns work.
30-day return window
You have 30 days from the date your order is delivered to request a return. To qualify for a refund, the item must be unused, unopened, and in its original packaging — this is a hygiene requirement for skincare products.
Return shipping
Return shipping costs are the customer's responsibility. We recommend using a tracked service, as we can't issue a refund for items lost in transit back to us.
How refunds work
Once we receive and inspect your return, we'll email you to confirm it's been approved. Approved refunds are issued to your original payment method within 5-7 business days.
Starting a return
Email us at support.velvura@gmail.com or use our contact page with your order number, and we'll send over return instructions.
Subscriptions
The 30-day window applies to each individual shipment. You can pause, skip, or cancel your subscription at any time from your account — cancelling doesn't affect orders already on their way.
Shipping
Where we ship, how long it takes, and how to track your order once it's on its way.
Where we ship
Velvura currently ships within the UK only. We don't offer international shipping at this time, but we're working on it — check back soon.
Processing time
Orders are processed and packed within 1-2 business days of being placed. You'll get a confirmation email as soon as your order is in.
Delivery time & cost
Standard UK shipping is free on every order and typically arrives within 3-5 business days after processing.
Tracking your order
Once your order ships, we'll email you a tracking link so you can follow it the whole way to your door.
Delays
Occasionally couriers run behind schedule, especially around holidays or sale periods. If your order is taking longer than expected, reach out to support.velvura@gmail.com and we'll look into it.