Contact Us

We'd love to hear from you. Whether you have a question about sizing, an order, a return, or just want to say hello, our UK customer care team is here to help. Real people, clear answers, no bots.

Customer care — email

Email: contact@velourandco.co.uk
Response time: within 24 hours, Monday to Friday
Language: English

Email is the fastest way to reach us. We check inboxes throughout the day and will always reply on the same working day if you write before 2pm GMT.

Customer care — phone

Phone: +44 7848 101783
Hours: Monday to Friday, 9:00am–5:00pm GMT
Closed: Saturdays, Sundays and UK bank holidays

Outside of these hours please leave a voicemail with your name, order number and a brief message — we will return the call the next working day. For the fastest response we recommend emailing any question that includes an order number or photos.

What to include when you write

• Order issues: always include your order number (format #1234) so we can find your record quickly.
• Returns: include the item name and the reason for the return. See our Returns & Refunds Policy for the full process.
• Faulty items: attach clear photos of the issue and of the outer packaging if the parcel was damaged in transit.
• Delivery questions: check our Shipping Policy first for estimated timeframes.
• Sizing advice: tell us your usual UK size and any fit concerns — see our Size Guide for measurement tips.
• Product questions: include the product name or the URL of the page you are asking about.

Before you get in touch

Many questions are answered in our help pages:

• Frequently Asked Questions
• Size Guide
• Care Instructions
• Shipping Policy
• Returns & Refunds Policy

Registered office

Bellevarie Ltd (trading as Velour & Co)
128 City Road, London EC1V 2NX, United Kingdom
Company No. 17026133 — registered in England and Wales

Please note: the registered office address is for correspondence only and is not open to the public. Returns must be sent to the address given by our customer care team after you have contacted us — see the Returns & Refunds Policy for details.

Complaints

We aim to resolve every issue quickly and fairly. If you are not satisfied with our initial response, email us with the subject line "Complaint — [your order number]" and your complaint will be escalated to a senior team member. We will acknowledge every complaint within 48 hours and aim to resolve it within 14 days.

If you remain unhappy, UK consumers can contact the Citizens Advice consumer helpline on 0808 223 1133 or use their website at citizensadvice.org.uk/consumer.

Press & partnerships

For press enquiries, collaborations or wholesale, please email contact@velourandco.co.uk with the subject line "Press" or "Partnership" and we will route your message to the right person.