Refund policy
Last updated: 10 September 2026
At Velbrooke we want you to be completely happy with your purchase. If something isn't right, this policy explains how to return it and what to expect.
1. Our 30-day return window
You have 30 days from the day you receive your order to request a return. Returns requested after 30 days cannot be accepted unless the item is faulty.
Return postage is free. Once your return is approved we will email you a prepaid return label together with the return address and simple instructions.
2. Condition of returned items
To be eligible for a return, items must be:
- unworn, unwashed and unaltered;
- free from marks, stains, scents, pet hair and any other signs of use;
- in their original condition, with all tags and labels still attached;
- returned in their original packaging where possible.
You are welcome to try items on at home, in the same way you would in a shop, to check the size and fit. Please take reasonable care of the item while you do so.
3. How to start a return
Email contact@velbrooke.com with:
- your order number;
- the item(s) you wish to return;
- the reason for the return, and a photograph if the item is faulty or incorrect.
We aim to respond within one business day. Please do not send any item back before your return has been approved and you have received the return address from us — unauthorised returns may not be refunded.
4. Refunds
Once your return arrives with us it is inspected, normally within 2 business days. If approved, your refund is issued to the original payment method within 5 business days of inspection. Depending on your bank or card issuer, it may take a further 5–10 business days for the funds to appear on your statement.
You will receive an email confirming the refund. If more than 15 business days have passed since we confirmed your refund and you still have not received it, please contact us at contact@velbrooke.com.
5. Faulty, damaged or incorrect items
If an item arrives faulty, damaged or is not what you ordered, please contact us within 30 days of delivery with your order number and a photograph of the issue. We will arrange a replacement or a full refund, including any delivery charges paid, at no cost to you.
6. Exchanges
We do not process direct exchanges. If you need a different size or colour, please return the original item under this policy and place a new order. This is the fastest way to get the item you want while stock lasts.
7. Your legal right to cancel
If you are a consumer in the United Kingdom, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days of receiving the goods, without giving a reason. To exercise this right, notify us at contact@velbrooke.com before the 14-day period ends and return the goods within 14 days of telling us.
The 30-day return window described in this policy is offered in addition to, and does not affect, your statutory rights.
8. Cancelling before dispatch
If you wish to cancel an order that has not yet been dispatched, email us as soon as possible at contact@velbrooke.com. If we are able to stop the order before it leaves our fulfilment centre, we will cancel it and refund you in full.
9. Returns we cannot accept
We reserve the right to refuse a return, or to reduce a refund, where an item is returned:
- worn, washed, stained, scented, altered or damaged after delivery;
- without its original tags, or in a condition that prevents resale;
- outside the 30-day window.
Where a return is refused, we will contact you and can send the item back to you at your cost.
10. Contact
Velbrooke — a trading name of LCOSTA ECOM LTD
Email: contact@velbrooke.com
Registered office: 483 Green Lanes, London, England, N13 4FG
Company number: 17411451
Our registered office is not a returns address. Please always use the return address supplied to you by email.