Refund policy

No Return Policy

We strictly do not accept returns unless the item/product is faulty.

Exceptions to Return Policy

  • Non-Returnable Items: Lingerie or products that come into direct contact with private areas cannot be returned or exchanged under any circumstances.
  • Faulty Products: If your item is defective, damaged, or the wrong item was sent, you may contact us for an exchange or refund.

Conditions for Returns (Faulty Items Only)

  • The item must be in the same condition as received: unworn, unused, with tags, and in its original packaging.
  • Proof of purchase (receipt or order confirmation) is required.

How to Request a Return

If your item is faulty, contact us to initiate the return process:

Do not send items back without first contacting us, as they will not be accepted.

Refunds for Approved Returns

Once your return is received and inspected, we will notify you if a refund has been approved. Refunds will be processed via the original payment method within 10 business days. If more than 15 business days have passed since your return was approved, please contact us.

Additional Notes

  • Sale Items and Gift Cards: No returns or refunds on sale items or gift cards.
  • Custom Orders: Items customized or personalized cannot be returned.
  • European Union Cooling-Off Period: For EU customers, the 14-day right to return for any reason does not apply to items that are non-returnable under this policy.

For further questions, reach out to us via email: help@velvettedesires.co.uk.