Refund policy
At Velamuse, we want customers to shop with confidence. We offer a 30-day return period for eligible footwear purchased through our website.
You have 30 days from the date your order is delivered to request a return.
Return Eligibility
To qualify for a return:
- The footwear must be unworn, unused and in its original condition.
- Shoes may only be tried on indoors on a clean, dry surface.
- The soles must not show dirt, scratches, marks or signs of outdoor wear.
- All original tags, labels, laces, insoles and included items must be present.
- The footwear should be returned in its original shoe box and packaging.
- The original shoe box must not be used as the external shipping box.
- The product must not have been washed, cleaned, altered, repaired or modified.
- The footwear must be free from stains, odours, pet hair, mud, makeup and other signs of use.
- The customer must provide an order number or other valid proof of purchase.
- The return request must be submitted within 30 days of delivery.
Trying footwear on indoors to assess its size, fit and appearance will not by itself make the product ineligible for return.
Size and Fit Issues
If your footwear does not fit as expected, you may request a return within 30 days of delivery.
Size or fit returns will be accepted provided that:
- The shoes have only been tried on indoors.
- They have not been worn outdoors.
- The soles and upper material remain clean and unmarked.
- All tags and original packaging are included.
- The remaining return conditions in this policy are satisfied.
If Velamuse sends a size different from the size shown in your order confirmation, the item will be treated as an incorrect product rather than a standard fit-related return.
Colour, Style or Model Issues
If you receive a colour, style or model different from the one stated in your order confirmation, please contact us and provide clear photographs of the footwear, product label and packaging.
Colours may appear slightly different depending on screen settings, lighting and display quality. A minor screen-related colour variation may not constitute a product defect. However, you may still request a return under our 30-day return policy if the footwear remains eligible and unused.
Damaged or Defective Footwear
Please inspect your footwear shortly after delivery.
A product issue may include:
- Torn, split or damaged material
- Loose, broken or uneven stitching
- A detached or separating sole
- A broken zip, buckle, eyelet or fastening
- Missing or damaged laces
- Cracks, cuts or visible structural damage
- A damaged insole
- A manufacturing fault affecting normal use
- Two shoes of different sizes, colours or designs
- Significant damage caused during delivery
If the footwear arrives damaged or appears defective, do not wear it outdoors or continue using it in a way that could worsen the issue.
Please contact us as soon as possible and retain the footwear, shoe box, external packaging and shipping label until we have reviewed the claim.
Incorrect or Incomplete Orders
Please contact us if:
- You receive the wrong size, colour, style or model.
- The pair contains mismatched shoes.
- A shoe or included component is missing.
- The quantity received does not match your order.
- The delivered footwear is materially different from its product description.
We will review the order and arrange an appropriate resolution where the claim is confirmed.
Information Required for a Return Request
To help us review your request, please provide:
- Your order number
- The email address used during checkout
- The name of the product
- The reason for requesting a return
- Clear photographs of both shoes
- Photographs of the soles and product labels
- Photographs of the shoe box, external packaging and shipping label when relevant
- A brief video if reasonably required to demonstrate a product fault
Providing complete information can help us process your request more efficiently.
How to Request a Return
To begin a return, email support@velamuse.store within 30 days of receiving your order.
Please do not send footwear back before receiving return approval and instructions.
Once the return has been approved, we will provide:
- The authorised return address
- Packaging instructions
- The return deadline
Download and Print Your Return Label
After your return is approved, your return instructions will include a link to the return label. Download and print the label, attach it securely to the outside of the parcel and hand the parcel to the specified delivery carrier.
Products sent without approval or delivered to an unauthorised address may not be accepted.
Do not send returns to our business address unless our support team has specifically confirmed that address for your return.
Return Shipping and Fees
Eligible returns approved under this policy are free of charge.
We do not charge a restocking fee for eligible returns.
Customers are responsible for following the supplied return instructions and obtaining proof that the parcel was handed to the specified delivery carrier.
Exchanges and Replacements
For a different size, colour or style, the quickest option is normally to return the original footwear and place a new order after the return has been approved.
If you receive damaged, defective or incorrect footwear, we may offer a replacement where appropriate and subject to availability. Our support team will provide the relevant instructions.
A replacement cannot be guaranteed if the requested product or size is out of stock.
Order Cancellations
You may request a full cancellation before your order has been processed or dispatched.
Once an order has entered processing or has been shipped, cancellation may no longer be possible. After delivery, you may request a return under this policy.
Please contact us as soon as possible if you need to cancel or change an order.
Refund Processing
After receiving the returned footwear, we will inspect the product and notify you whether the refund has been approved or declined.
Refund requests are normally reviewed and processed within 7–10 business days after the returned footwear is received.
If approved, the refund will:
- Be issued to the original payment method
- Be processed without a restocking fee
- Include the eligible product amount
- Include the original standard delivery charge when applicable
Charges paid for express, premium or upgraded delivery services are non-refundable.
Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.
If you have not received your refund after we have confirmed that it was processed, please contact support@velamuse.store.
Returns That May Not Be Accepted
A change-of-mind, size or fit return may not be accepted if:
- The footwear has been worn outdoors.
- The soles show dirt, scratches or other signs of use.
- The footwear contains stains, strong odours, mud, pet hair or moisture damage.
- The product has been washed, cleaned, altered, repaired or modified.
- Tags, labels or included components are missing.
- The original pair has been mixed with another product.
- The footwear was damaged through misuse, improper care or accidental damage after delivery.
- Personalised or custom-made footwear was supplied according to the customer’s instructions.
- The return was sent without approval or to an unauthorised address.
If returned footwear shows handling or use beyond what is reasonably necessary to check its size, fit and appearance, the return may be declined or a deduction may be applied based on the resulting reduction in value.
These restrictions do not apply when Velamuse confirms that the footwear was delivered damaged, defective, incorrect or materially different from its product description.
Contact Information
For return, refund or order-related questions, contact us using the details below:
Trade Name: Velamuse
Support Email: support@velamuse.store
Phone Number: +44 343 337 7889
Business Hours: Monday to Friday, 9:00 AM–5:00 PM (UK Time – GMT/BST)
Business Address: 91 Gwynedd Ave, Swansea, SA1 6LH, United Kingdom