Refund & Exchange Policy
We want you to feel confident shopping with Bluevelvety. If your purchase is not right for you, the following policy explains your options.
Returns
For eligible items purchased online, you may notify us that you wish to cancel and return your order within 14 days of receiving it. Once you have notified us, you then have 14 days to return the item(s).
To qualify for a return, items should be:
- Unworn other than reasonable handling to establish the nature, characteristics and fit of the item
- Unwashed
- Returned with original tags attached where applicable
- Returned with the original packaging where reasonably possible
- Free from damage, stains, make-up, perfume or other signs of wear beyond reasonable inspection
Your statutory rights are not affected by this policy.
Exchanges
If you would like a different size or another eligible item, please contact us. Exchanges are subject to stock availability. If the requested replacement is unavailable, we may offer an alternative or process a refund where appropriate.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible, including your order number and details of the issue. Your statutory rights in relation to faulty, damaged or misdescribed goods are not affected.
Refunds
Once an eligible returned item has been received and inspected, we will process the applicable refund. Where required by law, refunds will be made within 14 days of receiving the returned goods or receiving appropriate evidence that they have been sent back. Refunds will normally be made to the original payment method.
Where applicable under UK consumer law, the original standard delivery charge will also be refunded. Additional amounts paid for premium or expedited delivery are not necessarily refundable beyond the standard delivery amount.
Return Delivery Costs
We recommend using a tracked delivery service and retaining proof of postage.
Non-Returnable Items
Certain products may not be eligible for return where an exemption under consumer law applies, including certain personalised or made-to-order products and certain sealed goods where return restrictions apply for health or hygiene reasons once unsealed. Any applicable restriction will be made clear on the relevant product page.
How to Start a Return or Exchange
Please provide:
- Your full name
- Order number
- Item(s) being returned
- Whether you are requesting a return or exchange
- Details and photographs where an item is faulty or damaged
This policy does not affect your statutory rights under UK consumer law.
