FAQ
Orders
How do I place an order? Simply browse our collections, select your size, and add your favourites to cart. Once you're ready, head to checkout — it only takes a minute.
Can I change or cancel my order after placing it? We process orders quickly, so please contact us at info@velairelondon.com as soon as possible if you need to make a change. We'll always do our best to help, but once an order has entered processing we may not be able to make adjustments.
What payment methods do you accept? We accept Visa, Mastercard, Diners Club, Discover, Apple Pay, Google Pay, and Shop Pay. All prices are listed in GBP (£). Every transaction is protected with SSL encryption, so your details stay safe from start to finish.
Shipping
Where do you ship to? We currently ship throughout the United Kingdom.
How long will my order take to arrive? Orders are typically processed within 2–3 business days, followed by 4–9 business days in transit — so you can expect your order within 6–12 business days total.
Is shipping free? Yes — we offer free shipping on all UK orders, with no minimum spend required.
How do I track my order? Once your order ships, you'll receive tracking information by email. You can also check your order status anytime on our Track Your Order page.
What if my package is lost or arrives damaged? Please contact us straight away at info@velairelondon.com and we'll work with the carrier to sort it out as quickly as possible.
Returns & Exchanges
What's your return policy? We offer a 30-day return window from the day you receive your item. Items must be unworn, unused, with tags attached, and in their original packaging.
How do I start a return? Email us at info@velairelondon.com to begin the process, and we'll send you instructions on how and where to send your item back.
Who pays for return shipping? Return shipping costs are the customer's responsibility. We recommend using a tracked service, since we can't be responsible for returns lost in transit.
How do exchanges work? The fastest way to get the item you want is to return your original piece and place a new order separately — that way you're not waiting on the return to process first.
When will I get my refund? Once we've received and inspected your return, we'll let you know if it's approved. Approved refunds are issued to your original payment method within 10 business days.
Contact
How can I get in touch? Email us anytime at info@velairelondon.com or call +44 7463 598730. Our customer service hours are Monday–Friday, 9:00–17:00 GMT, and weekends 11:00–16:00 GMT. We aim to respond to all enquiries within 24 hours.