Returns & exchanges

We want you to love what you ordered. We also run a small shop, so our returns process is strict and applies to every order without exception. Please read it before you buy.

1. Ask before you order

Most returns are sizing. Email your bust, waist and hip measurements to info@velourasport.com before ordering and we will tell you which size to take.

2. Return window

Return requests must be emailed within 14 days of the delivered date shown on tracking. Requests after 14 days are declined.

3. Authorisation is required

Email info@velourasport.com with your order number, the items and the reason. If your return is approved we will reply with a return authorisation and the return address. Parcels sent without authorisation, or to any other address, will not be accepted or refunded.

4. Condition

Items must be unworn, unwashed and undamaged, free of odour, deodorant, makeup, lint and pet hair, and returned in their original bag. Try items on over underwear. Every return is inspected; items that fail inspection are sent back to you at your cost, or kept for 30 days and then disposed of if you do not pay for return shipping.

5. Final sale

The following cannot be returned or exchanged: grip socks (hygiene), Shipping Protection, gift cards, and any item marked final sale. Items bought at more than 30% off are exchange-only.

6. Return shipping

You pay for return shipping and must use a tracked service. Keep your receipt and tracking number — we cannot refund a return we have not received. Original shipping charges are non-refundable.

7. Refunds

Once your return arrives and passes inspection, we refund the item price to your original payment method within 5 business days. Your bank may take a further 5–10 business days to show it. We do not refund to a different card or as cash.

8. Exchanges

One size exchange per order. Your new size ships once the original has arrived and passed inspection. We cover shipping on the replacement; you cover the return. If the new size is out of stock we refund instead.

9. Bundles and discounts

Items bought with a bundle or multi-buy discount are refunded at the discounted price actually paid. If returning part of a bundle means the order no longer qualifies for the discount, the lost discount is deducted from your refund.

10. Damaged, faulty or wrong items

Report it within 48 hours of delivery, with photos of the item, the fault and the shipping label and packaging. We may ask you to return the item before we send a replacement or refund. We cover return shipping for items that are faulty or not what you ordered.

11. Lost or stolen parcels

See our Shipping page. Parcels marked delivered are only covered where Shipping Protection was purchased.

12. Payment disputes

Please contact us before opening a dispute with your bank — we reply within 2 business days and can usually resolve things faster. Where a dispute is opened, we respond with our records through the card network and do not process a separate return or refund for the same order at the same time.

13. Refusal and abuse

We may decline returns from accounts with a pattern of excessive returns or claims, and we may refuse future orders.

Nothing in this policy limits any rights you have under applicable consumer law.