Refund policy
Last Updated: August 20, 2026
1. Return Window
At Velyraen, customer satisfaction is our priority.
We offer a 30-day return policy, which means customers may request a return within 30 days after the delivery date.
Customers must contact us before returning any item. Returns sent without prior approval may not be accepted.
2. Return Eligibility
To be eligible for a return, items must meet the following conditions:
• Items must be unused, unworn, and in the same condition as received.
• Items must be returned in the original packaging.
• All original tags and accessories must be included.
• Proof of purchase, such as an order confirmation or receipt, must be provided.
Items that have been worn, washed, damaged, altered, or used may not be eligible for return.
3. Return Process
To request a return:
- Contact us at hello@velyraen.com with your order number and reason for the return.
- Our team will review your request and provide return instructions if your request is approved.
- Once approved, we will provide the correct return facility address for your item.
- Carefully package the item and send it according to the provided return instructions.
Please do not send returns to the original shipping address or any address without prior authorization.
Returns must be sent to the designated return facility provided by our customer support team.
4. Return Shipping Costs
Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged, or incorrect:
• Velyraen will review the issue.
• We may provide a replacement or refund where applicable.
• Return shipping costs may be covered by Velyraen.
Customer-Initiated Returns
For returns caused by personal reasons, including:
• Change of mind
• Incorrect size selection
• Personal preference
Customers are responsible for return shipping costs.
We do not charge any restocking fees.
5. Refund Process
Once your returned item is received and inspected:
• We will notify you by email regarding the return status.
• Approved refunds will be issued to the original payment method.
• Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
6. Exchanges
We currently offer exchanges only for items that arrive defective, damaged, or incorrect.
If you need assistance with an exchange, please contact us at:
7. Damaged or Incorrect Items
Please inspect your order after delivery.
If you receive a defective, damaged, or incorrect item, contact us as soon as possible and provide:
• Order number
• Description of the issue
• Photos showing the problem
Our team will review your request and provide an appropriate solution.
8. Late or Missing Refunds
If you have not received your refund after the expected processing period:
• Check your bank account again.
• Contact your payment provider.
• Contact us if the issue continues.
We will assist you in resolving the issue.
9. Return Address and Processing
Velyraen is an international online retailer.
To provide efficient return processing, returns are handled through designated return facilities based on product type and customer location.
The correct return address will be provided after your return request has been approved.
Please do not send items before receiving return instructions from our customer support team.
10. Order Cancellation
Orders may be cancelled within 24 hours after purchase if the order has not entered processing or shipment.
Once an order has been shipped, cancellation requests cannot be accepted. Customers may request a return after delivery according to this policy.
11. Contact Information
For any return or refund questions, please contact us:
Store Name:
Velyraen
Email:
Phone:
+44 7322 577440
Business Address:
13 Ardbeg St, Govanhill
Glasgow G42 7JR
United Kingdom
Business Hours:
Monday – Saturday
9:00 AM – 5:00 PM (GMT)
Response Time:
We aim to respond to customer inquiries within 24–48 business hours.
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