FAQ

Shipping & Delivery

How long will my order take to arrive?

Standard UK delivery takes 3–5 working days. Express delivery is available at checkout and typically arrives within 1–2 working days. Orders placed before 12pm are processed the same day.

How much does delivery cost?

Standard delivery is £3.99. We offer free standard delivery on all orders over £50. Express delivery is £6.99.

Do you ship internationally?

Yes, we ship to selected countries across Europe and worldwide. International delivery times and costs are calculated at checkout.

Can I track my order?

Yes. Once your order has been dispatched you will receive a confirmation email with your tracking number and a link to track your delivery.

Returns & Refunds

What is your return policy?

We accept returns within 28 days of delivery. Items must be unworn, unwashed, and returned in their original packaging with all tags still attached.

How do I return an item?

Simply email us at [your email] with your order number and reason for return. We will send you a prepaid returns label within 24 hours.

When will I receive my refund?

Once we receive and inspect your return, your refund will be processed within 5–7 working days back to your original payment method.

Can I exchange an item for a different size or colour?

Yes. Contact our customer service team with your order number and the details of the item you'd like instead and we will arrange an exchange subject to availability.

Products & Sizing

How do I find my size?

Each product page includes a detailed size guide. We recommend measuring yourself and comparing against our size chart for the best fit. If you are between sizes we generally recommend sizing up for a more relaxed fit.

What fabrics do you use?

At Vellure we are committed to using only the finest quality fabrics including premium cashmere, silk blends, and luxury wool. Full fabric information is listed on each individual product page.

How do I care for my Vellure pieces?

Care instructions vary by fabric and are included on the label of every garment. We recommend following these carefully to maintain the quality and longevity of your pieces. Most of our premium knits recommend hand washing or dry cleaning only.

Are your products true to size?

Yes, our pieces are designed to standard UK sizing. We recommend checking the size guide on each product page as fits can vary slightly between styles.

Orders & Payments

What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard and American Express, as well as PayPal and Apple Pay.

Can I amend or cancel my order after placing it?

We process orders quickly so changes cannot be guaranteed. Please contact us immediately at [your email] and we will do our best to accommodate your request before the order is dispatched.

Is my payment information secure?

Absolutely. All transactions are processed through a fully encrypted and secure payment gateway. We never store your card details.

Will I be charged customs or import fees?

For UK customers there are no additional customs charges. International customers may be subject to import duties depending on their country.

General

How do I contact customer service? You can reach us by email at [your email] or by phone at [your number]. Our customer service team is available Monday to Friday, 9am to 6pm GMT.

How do I stay up to date with new arrivals and offers? Sign up to our newsletter at the bottom of our website to be the first to hear about new collections, exclusive offers and style guides.