Refund policy

1. Return window

You have 14 calendar days from the date you receive your item to request a return or exchange.

After this period, we are unable to accept returns for a change of mind, if the product does not meet your expectations, if the wrong size was ordered, or for any other reason that is not our responsibility.

2. Conditions for returns

To be accepted, a return must meet the following conditions:

• The return request is made within 14 calendar days of receiving your order.
• The item has not been worn or used.
• The item is in the same condition as when you received it, with no signs of use, marks, odours or other damage.
• The item is returned in its original packaging.

We reserve the right to refuse a return that does not meet these conditions, except where the law provides otherwise.

3. How to request a return

To request a return, please email our customer service team at support@velvetmaeve.com with:

• Your order number.
• Your first and last name.
• The item you would like to return.
• The reason for the return.

Once your request is approved, we will send you the return instructions.

Important: please do not send any parcel to an address that has not been given to you by our team.

4. Faulty items or order errors

If you receive an item that is faulty, damaged or different from the one in your order, please contact us so we can arrange a return.

If the error is confirmed to be our responsibility, we will cover the related costs and offer you an appropriate remedy in line with the Consumer Guarantees Act 1993.

If the item, size and product details you received match those in the order you placed, the order will be considered correctly fulfilled and return shipping costs will be the customer's responsibility.

5. Exchanges

We only offer exchanges for faulty or damaged items. If you would like to exchange an item for the same product, please email us at support@velvetmaeve.com.

6. Late or missing refunds

If you haven't received your refund yet, we recommend that you:

• Check your bank account again.
• Contact your credit card provider.
• Contact your bank, as processing times can vary.

If your refund still hasn't appeared after these checks, please contact our customer service team.

7. Return shipping costs

Return shipping costs are paid by the customer when the return is for reasons that are not our responsibility.

Returns must be sent to our international returns centre. The address will be provided by our customer service team once your return request has been received.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.