Refund policy

Returns, Refunds & Cancellations Policy — Vellure Couture

At Vellure Couture, every garment is prepared with care and attention. Please read this policy carefully before placing your order.

Online Ready-to-Ship Orders

For standard, ready-to-ship items purchased online, you have the right to notify us that you wish to cancel and return your order within 14 calendar days of receiving it.

After notifying us, you must send the item back within a further 14 calendar days.

To request a return, email vellurecoutureoffice@gmail.com before sending the item. Please include your name, order number and reason for return.

Returns must be sent to: Vellure Couture 287 Wellingborough Road Northampton NN1 4EW United Kingdom

Condition of Returned Items

Garments may be tried on indoors solely to assess their fit and appearance. They must not be worn to an event, worn outdoors, used for a photoshoot, washed, dry-cleaned, altered or otherwise used.

Returned garments should be:

• Unworn and unused, other than being reasonably tried on indoors
• Unwashed and unaltered
• Free from make-up, fake tan, perfume, body odour, deodorant marks, stains, pet hair or other signs of use
• Returned with all original tags and security ribbons attached
• Returned with the original packaging, where reasonably possible
• Accompanied by the receipt or other proof of purchase

All returns will be inspected when received. If a garment shows signs that it has been worn or handled beyond what would reasonably be permitted when trying it on in a boutique, we may reduce the refund to reflect the resulting loss in value. Removing or damaging the Vellure Couture security ribbon may affect your eligibility for a full refund.

Return Shipping Costs

For change-of-mind returns, the customer is responsible for the return shipping costs. We strongly recommend using a tracked and appropriately insured delivery service and keeping proof of postage. If the item is faulty, damaged or incorrect, Vellure Couture will cover the reasonable cost of returning it.

Original Delivery Charges

Where a valid online cancellation applies, we will refund the cost of our least expensive standard UK delivery service. If you selected Express Delivery or another enhanced delivery service, the additional delivery cost will not be refunded.

Made-to-Order, Bespoke and Personalised Items

Items produced to the customer's measurements, specifications or personal requirements are not eligible for change-of-mind cancellation, return or refund where permitted by law. This includes:

• Bespoke gowns
• Custom-measurement garments
• Personalised garments
• Garments made using measurements supplied or approved by the customer
• Garments altered or customised at the customer's request
• Custom bridal wear
• Custom menswear
• Items with personalised colours, fabrics, embellishments, embroidery or other customer-selected modifications

These restrictions do not affect your statutory rights if an item is faulty, damaged, not as described or has not been produced in accordance with the specifications agreed with you.

Deposits and Custom-Order Cancellations

Deposits secure your production slot and may be used to purchase fabric, embellishments and other materials required for your order. If you cancel after materials have been ordered or production has started, we may retain an amount from the deposit or other payments that reasonably reflects the costs already incurred and the direct loss caused by the cancellation. Any amount exceeding our reasonable costs and direct losses will be refunded. Your individual cancellation terms will be confirmed when your custom order is accepted.

Alterations and Tailoring

Alteration and tailoring services cannot be refunded once the agreed work has been completed. If you cancel after work has started, you may be charged a reasonable amount for the work already completed and any materials purchased specifically for your garment. This does not affect your statutory rights if the service has not been carried out with reasonable care and skill or does not match what was agreed.

Sale Items

Standard, non-personalised sale items purchased online remain subject to applicable statutory cancellation rights. Items purchased in our Northampton boutique are not eligible for a change-of-mind refund unless we have expressly agreed otherwise. This does not affect your statutory rights if an item is faulty, damaged or not as described.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, faulty or incorrect, contact us as soon as possible at vellurecoutureoffice@gmail.com. Where possible, please provide your order number and clear photographs showing the issue. We will assess the problem and arrange an appropriate repair, replacement or refund in accordance with your statutory rights.

Exchanges

We do not offer direct exchanges for online orders. If you would like another standard ready-to-ship item, you should return the original item in accordance with this policy and place a new order. Custom, personalised and altered garments cannot be exchanged for change-of-mind reasons.

Refunds

We will inspect your return and notify you of the outcome. Approved refunds will be issued to the original payment method without undue delay and no later than 14 days after we receive the returned item or acceptable evidence that it has been sent back. We may withhold the refund until we receive the item or evidence that it has been returned. Your bank or payment provider may require additional time to display the refund in your account.

International Customers

Customers outside the United Kingdom may have additional mandatory consumer rights under the laws applicable in their country. Nothing in this policy is intended to restrict rights that cannot legally be excluded.

Statutory Rights

Nothing in this policy affects your statutory rights concerning goods that are faulty, damaged, not as described or services that have not been provided with reasonable care and skill.

Contact Us

Email: vellurecoutureoffice@gmail.com Telephone: +44 7344 988 606 Return address: Vellure Couture, 287 Wellingborough Road, Northampton, NN1 4EW, United Kingdom