Returns & Refunds

Last updated: 14 April 2026

We want you to be delighted with your purchase. This Returns & Refunds Policy sets out your rights when buying from Velour & Co (Bellevarie Ltd, Company No. 17026133). Nothing in this policy affects your statutory rights as a UK consumer under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Quick reference

  • 14 days to tell us you want to return an item, a further 14 days to send it back.
  • Hygiene seal must be intact — items with broken seals cannot be returned (unless faulty).
  • Return postage is paid by the customer unless the item is faulty or incorrect.
  • Refunds are issued to your original payment method within 14 days of us receiving the return.
  • Knickers, thongs, briefs, stockings and hosiery are non-returnable for hygiene reasons.
  • If your item is faulty, contact us within 30 days for a free replacement or full refund (return postage included).

1. Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your order to tell us you wish to cancel. You then have a further 14 days to return the goods to us. This cancellation right is in addition to any statutory rights you have if goods are faulty, not as described, or not fit for purpose.

2. Hygiene-seal exemption for intimate apparel

Because we sell lingerie, knickers, bodysuits, stockings and other intimate garments, all items are supplied in a sealed hygiene bag. Under Regulation 28(3)(f) of the above Regulations, the right to cancel does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery.

In plain English:

  • If the hygiene seal is intact, you may return the item for a refund within the 14-day window.
  • If the hygiene seal has been broken or removed, the item is non-returnable, except where faulty or not as described.

Please try items on over your own underwear without removing the hygiene seal. If the item is not right, re-pack it with the seal in place and contact us.

3. Non-returnable items

For health and hygiene reasons, the following items cannot be returned regardless of the hygiene seal:

  • Knickers, thongs, briefs (all styles)
  • Stockings, tights, hosiery (once the packet is opened)
  • Earrings or pierced accessories, if sold
  • Sale or clearance items marked "final sale"
  • Customised or made-to-order items
  • Gift cards

This does not affect your right to a refund, repair or replacement if any of these items arrive faulty or not as described.

4. How to return an item (non-faulty)

  1. Email us at contact@velourandco.co.uk within 14 days of delivery. Include your order number and the item(s) you wish to return.
  2. We will reply within 24 hours (Monday–Friday) with a return reference number and the return address.
  3. Pack the item(s) with the hygiene seal intact, original tags attached, in the original packaging.
  4. Write the return reference number clearly on the outside of the package.
  5. Send the return using a tracked postal service — we recommend Royal Mail Tracked 48 or similar. Keep your proof of postage until your refund has been processed.
  6. Return postage is paid by you unless the item is faulty, damaged in transit, or not as described.

Items returned without contacting us first, or after the 14-day window, may be refused or held at your expense.

5. Refunds

Once we receive and inspect your return, we will email you to confirm it has been accepted. Refunds are processed within 14 days of us receiving the goods and will appear on your statement as follows:

  • Credit/debit cards: 5–10 working days to appear after we issue the refund.
  • PayPal, Apple Pay, Google Pay: usually within 3 working days.
  • Shop Pay: within 3 working days.

Refunds are always issued to your original payment method. We refund the price of the goods plus standard outbound delivery (if the whole order is returned); return postage is not refunded unless the item is faulty.

If you used a promotional discount on your order, the refund will reflect the discounted amount you actually paid.

6. Exchanges

We do not operate a direct exchange service. If you would like a different size or colour, please return your original item for a refund (following section 4) and place a new order separately. This gives you certainty on stock availability and ensures the fastest turnaround.

7. Faulty, damaged or incorrect items

If your item arrives damaged, faulty, or is not what you ordered, please contact us at contact@velourandco.co.uk within 30 days of delivery. Please include:

  • Your order number
  • A clear description of the fault or issue
  • Photos of the fault and, where possible, the packaging it arrived in

Under the Consumer Rights Act 2015 you have the right to:

  • Reject the item and receive a full refund (including outbound and return postage) if you notify us within 30 days of delivery.
  • Ask for a repair or replacement if the fault is discovered after 30 days but within 6 months.
  • Claim a price reduction or refund if a repair or replacement is not possible or fails to resolve the issue.

For faulty or incorrect items, we cover the cost of return postage and will send a pre-paid return label or refund your postage on production of a receipt.

8. Parcels damaged in transit

If your parcel arrives visibly damaged, please:

  1. Take photos of the outer packaging before opening.
  2. Sign for the parcel as "damaged" with the courier if possible.
  3. Email us within 48 hours with the photos and your order number.

We will arrange a free replacement or full refund and raise a claim with the carrier on your behalf.

9. Returns from outside the United Kingdom

We currently ship only to addresses within the United Kingdom. If you have received an order at an international address (for example, a parcel forwarder), returns must still be sent back to our UK return address at your own cost, and international return postage is never refunded.

10. Your statutory rights

Nothing in this policy affects your statutory rights as a UK consumer. You can find more information about your rights on the Citizens Advice website or contact the UK Consumer Advice line on 0808 223 1133.

11. Complaints

If you are unhappy with how we have handled your return, please let us know by emailing contact@velourandco.co.uk with the subject line "Complaint — [your order number]". We will acknowledge every complaint within 48 hours and aim to resolve it within 14 days.

12. Contact

Bellevarie Ltd (trading as Velour & Co)
128 City Road, London EC1V 2NX, United Kingdom
Email: contact@velourandco.co.uk
Phone: +44 7848 101783 (Monday–Friday, 9am–5pm GMT)