Returns & Refunds Policy

Last updated: 7 September 2026

Your right to cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, email hello@velluvia.co.uk with your order number before the 14-day period ends. You then have a further 14 days to send the item(s) back to us.

Exceptions to the right to cancel

The following items cannot be returned for change of mind once received:

• Hygiene-sealed items (including bath salts, bath bombs, soaps, and similar toiletry items) once the seal has been opened or broken
• Personalised or bespoke items (including engraved, monogrammed, or custom-message products) made to your specification

These exclusions apply only to the specific item(s) affected — the rest of a gift box remains returnable under the standard right above, provided it meets the condition requirements below.

Condition of returned items

Items must be returned unused, unopened (where applicable), and in their original packaging with all tags and seals intact. We may reduce the refund to reflect any reduction in value caused by handling beyond what's reasonably needed to inspect the item — the same standard you'd expect in a physical shop.

Return postage

For change-of-mind returns, the cost of returning the item is your responsibility. We recommend using a tracked service, as we cannot issue a refund for items lost in transit back to us. Send returns to:

Velluvia
43 Sir Peter Blake Way
Ebbsfleet Valley
DA10 1HB

This does not apply to items that arrive damaged, faulty, or incorrect — see below.

Refunds

Once we've received and inspected your returned item, we'll refund the item cost to your original payment method within 14 days. The original standard delivery charge is refunded in full; if you chose Express Delivery, only the equivalent standard delivery cost is refunded, not the upgrade fee.

Damaged, faulty, or incorrect items

If your gift arrives damaged, faulty, or different from what you ordered, this is covered separately under the Consumer Rights Act 2015 — email hello@velluvia.co.uk with your order number and a photo, and we'll arrange a replacement, repair, or full refund, including reasonable return postage costs, at no cost to you.

Contact

For anything related to returns, email hello@velluvia.co.uk or call 07480 854250 with your order number.