Frequently Asked Questions
Answers to the questions we hear most often. If you can't find what you're looking for, email contact@velourandco.co.uk — a real person will reply within 24 hours, Monday to Friday.
Ordering & payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Maestro), Apple Pay, Google Pay, PayPal and Shop Pay. All payments are processed securely via Shopify Payments — we never see or store your full card details.
Is my payment secure?
Yes. Our checkout is protected by industry-standard TLS/SSL encryption and we use Shopify Payments, which is PCI-DSS Level 1 compliant (the highest level of payment security certification). Your card details are never stored on our servers.
Can I cancel or change my order after I've placed it?
If you need to cancel or amend an order, email us at contact@velourandco.co.uk as quickly as possible with your order number. We can usually make changes or cancel an order if it has not yet been dispatched. Once an order has left our partner warehouse, it cannot be cancelled — you will need to wait for delivery and follow the Returns process.
Do I need to create an account to order?
No. You can check out as a guest. Creating an account lets you track your orders, save addresses for faster checkout and view your order history, but it is completely optional.
Are prices in GBP and do they include VAT?
Yes. All prices are displayed in British Pounds (GBP) and include UK VAT at 20% where applicable. There are no additional taxes, customs or import charges — the price you see is the price you pay.
Delivery & tracking
Where do you deliver?
We currently deliver to addresses in England, Scotland, Wales and Northern Ireland. We do not ship outside the UK at this time.
How long will my order take to arrive?
Total delivery time is 6–13 working days, broken down as follows:
- Handling: 1–3 working days (order preparation and dispatch).
- Transit: 5–10 working days (tracked international express to your door via DHL, FedEx or UPS).
Orders placed before 2pm GMT Monday–Friday enter our handling queue the same day. Orders placed at the weekend or on a UK bank holiday are added to the queue the next working day. See our Shipping Policy for full details.
How much does delivery cost?
Standard tracked delivery is £4.95 per order. Delivery is free on orders over £50.
How will my order be packaged?
Every order is dispatched in plain, unbranded outer packaging. There is no mention of "lingerie" or "intimate apparel" anywhere on the outside of the parcel. The sender is shown as "Velour & Co". Your privacy is our standard, not an extra.
How do I track my order?
Once your order leaves our partner warehouse you'll receive a dispatch confirmation email with a tracking link. You can follow your parcel's journey via the DHL, FedEx or UPS tracking portal.
My order hasn't arrived — what should I do?
If your parcel has not arrived within 15 working days of dispatch, email contact@velourandco.co.uk with your order number and we will investigate immediately. We will either resend the item or refund you in full.
Sizing & fit
How do I choose the right size?
Every product page lists the sizes available and includes UK measurements. We also publish a detailed Size Guide with instructions on how to measure yourself for bras, knickers and dress sizes.
What sizes do you stock?
Our range is growing. We currently stock bras in UK sizes 32A–38D, knickers and briefs in XS–XL, and bodysuits, babydolls and sleepwear in XS–XL. Check each product page for the specific sizes available.
What if I'm between sizes?
As a rule of thumb: size down for stretch fabrics (mesh, jersey) and size up for structured pieces (underwire bras, corsets, satin babydolls). Our Size Guide includes detailed fit advice by category.
Can I try items on at home?
Yes. All items are supplied in a sealed hygiene bag — try pieces on over your own underwear without removing the seal. If the fit is not right, re-seal the package and contact us to return.
Returns & refunds
What's your returns policy?
You have 14 days from delivery to tell us you want to return an item, and a further 14 days to send it back. The hygiene seal must be intact. See our full Returns & Refunds Policy for details.
Why can't I return knickers, thongs or stockings?
For health and hygiene reasons, knickers, thongs, briefs, stockings and hosiery cannot be returned regardless of whether the seal is intact. This is standard practice across the UK lingerie industry and is permitted under Regulation 28(3)(f) of the Consumer Contracts Regulations 2013.
How long does a refund take?
Once we receive and inspect your return, refunds are issued to your original payment method within 14 days. Card refunds can take a further 5–10 working days to appear on your statement, depending on your bank.
My item arrived faulty — what do I do?
Contact us within 30 days of delivery at contact@velourandco.co.uk with your order number and photos of the fault. Under the Consumer Rights Act 2015 you are entitled to a free replacement or full refund including postage. See section 7 of our Returns & Refunds Policy.
Do you offer exchanges?
We don't operate a direct exchange service. If you want a different size or colour, return the original item for a refund and place a new order separately — this gives you certainty on stock availability and is faster than waiting for an exchange.
Products & care
What are your items made of?
Every product page lists the exact fibre content (for example, "95% Polyester, 5% Elastane"). We do not use the generic label "mixed fabric". If fibre content matters to you for allergies, sensitivity or ethical reasons, the information is right there on the page.
How do I wash and care for my lingerie?
See our full Care Instructions page for fabric-specific washing, drying and storage advice. As a general rule: hand wash in cool water, don't tumble dry, and store bras with cups unfolded.
Will the colour on my screen match the item?
We use supplier product photography that is colour-corrected wherever possible, but every monitor and phone renders colour slightly differently, and some fabrics (especially lace) photograph lighter than they look in real life. If a colour is critical to you, email us and we can share additional photos.
Account & privacy
What do you do with my personal data?
We only use your data to process your order, send delivery updates, handle returns and (with your consent) send marketing. We never sell your data to third parties. See our full Privacy Policy for details.
Can I unsubscribe from marketing emails?
Yes, at any time. Every marketing email we send includes an unsubscribe link at the bottom. Your unsubscribe takes effect within 48 hours.
Do you use cookies?
Yes, for essential site functionality, analytics and advertising. You can accept, reject or customise cookies via the banner that appears on your first visit, or change your preferences at any time in our cookie settings.
Getting in touch
What's the fastest way to reach you?
Email us at contact@velourandco.co.uk. We reply within 24 hours Monday to Friday and usually the same day if you write before 2pm GMT.
Can I call you?
Yes — our phone line is +44 7848 101783, open Monday to Friday 9:00am–5:00pm GMT. For the fastest response on anything involving order numbers or photos, email is usually quicker.
I have a complaint.
We're sorry. Please email contact@velourandco.co.uk with the subject line "Complaint — [your order number]". We acknowledge every complaint within 48 hours and aim to resolve it within 14 days. See the Complaints section of our Contact page for escalation options.