To be eligible for a return, the following conditions need to be met:

• The item is returned within 30 days of the delivery date.
• The item is unused and in its original condition.
• The item is in its original packaging.
• You can provide proof of purchase — your order number or confirmation email.

A few things can't be returned, for reasons of hygiene or because they're made to order:

• Candles and diffusers once opened or used.
• Gift cards and store credit.
• Items marked Final Sale at the time of purchase.
• Items showing signs of use, washing, or alteration.
• Custom or personalised pieces made to order.

This does not affect your statutory rights, including any right to return faulty goods.

Starting a return is straightforward:

• 1Email velvaragoods@outlook.com with your order number and the reason for your return.
• 2We'll reply within two working days with return instructions and a prepaid label.
• 3Pack the item securely in its original packaging.
• 4Send it back using the label provided.
• 5Once we receive and check the item, we'll confirm your refund by email.

Once your return is received and approved:

• Refunds are issued to your original payment method within a few working days of approval.
• You'll get a confirmation email once the refund has been sent.
• Your bank or card provider may take a further few days to show the amount.
• Original shipping charges are non-refundable unless the return is due to our error.

Happy to exchange an item for a different size, colour or variant, subject to availability. Email velvaragoods@outlook.com with your order number and what you'd like instead.

If your order arrives damaged, faulty or not what you ordered:

• Email velvaragoods@outlook.com as soon as you can after delivery.
• Include your order number and a couple of clear photos.
• We'll arrange a free replacement or a full refund — whichever you'd prefer.

If your refund hasn't arrived after we've confirmed it:

• Check your account again, then contact your bank or card provider — processing times vary between providers.
• If it still hasn't appeared, email velvaragoods@outlook.com and we'll look into it straight away.

Items bought in a sale are eligible for return under the same 30-day policy, unless marked Final Sale at the time of purchase. Refunds reflect the amount actually paid after any discount, not the original full price.

Need to change or cancel? Email us as soon as possible at velvaragoods@outlook.com. We can usually help if the order hasn't been dispatched yet.

Once an order has shipped, the standard return process applies and we'll refund you once the item is back with us.

Any questions about a return or refund? We're glad to help.