Refund policy

Returns & Refunds Policy

Last Updated: July 2026

At Velunora, we take great pride in creating and sourcing beautifully handcrafted bags, wallets, and artisan accessories. Every product is carefully inspected before it leaves us, and we want you to shop with complete confidence.

If you're not entirely satisfied with your purchase, we're here to help.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To qualify for a return, your item must:

  • Be unused and unworn.

  • Be in its original condition.

  • Include all original tags, packaging, and accessories.

  • Be returned with proof of purchase or your order confirmation.

Returns that do not meet these conditions may not be eligible for a refund.

How to Request a Return

Before returning any item, please contact our customer support team.

Email: info@velunora.co

Please include:

  • Your order number

  • Your full name

  • The reason for your return

  • Photographs (if the item is damaged or incorrect)

Once your request has been approved, we will provide detailed return instructions.

Please do not send items back without contacting us first, as unauthorised returns cannot be accepted.

Return Address

Velunora Returns

Eagle Farm South 

Milton Keynes

MK17 7BT

United Kingdom

Please use a tracked postal service whenever possible, as we cannot be responsible for parcels lost during return transit.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item:

  • arrives damaged,

  • has a manufacturing fault,

  • is incorrect,

  • or is missing from your order,

please contact us within 48 hours of delivery.

Email: info@velunora.co

Where possible, include photographs showing the issue so we can resolve your enquiry quickly.

If the problem is confirmed, we will arrange an appropriate solution, which may include a replacement, repair, partial refund, or full refund depending on the circumstances.

Handmade Product Variations

Every Velunora product is handcrafted by skilled artisans using traditional textile techniques.

Because each item is individually handmade, small variations in:

  • fabric placement,

  • embroidery,

  • stitching,

  • colour,

  • block printing,

  • texture,

  • and pattern

are natural characteristics of handmade craftsmanship and are not considered manufacturing defects.

These unique details make every Velunora product one of a kind.

Non-Returnable Items

For hygiene, safety, or customisation reasons, the following items cannot normally be returned:

  • Personalised or customised products

  • Gift cards

  • Clearance or final sale items (unless faulty)

  • Products damaged through misuse or normal wear and tear

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

Exchanges

We currently do not offer direct product exchanges.

If you would like a different product, colour, or design, simply return your eligible item for a refund and place a new order through our website.

This helps us process your request more quickly.

Refund Process

Once your return has been received, our team will inspect the item to ensure it meets our return requirements.

We'll notify you by email once your return has been processed.

If approved, your refund will be issued to your original payment method.

Most refunds are processed within 10 business days, although your bank or card provider may require additional time before the funds appear in your account.

If you have not received your refund after 15 business days from approval, please contact us at info@velunora.co.

Return Shipping Costs

Unless the item is faulty, damaged, or supplied incorrectly, customers are responsible for the cost of returning items to Velunora.

Original shipping charges are non-refundable unless the return is due to our error or a confirmed product fault.

European Union Customers

If your order is delivered to a country within the European Union, you may have the legal right to cancel your purchase within 14 days under applicable consumer protection laws.

To qualify, products must be returned:

  • unused,

  • in their original condition,

  • with tags attached,

  • in their original packaging,

  • together with proof of purchase.

Certain personalised, customised, or hygiene-related products may be exempt from this right where permitted by law.

Cancellations

If you need to cancel your order, please contact us as soon as possible.

Orders can usually be cancelled before they have been processed or dispatched.

Once an order has been shipped, it must follow our standard returns procedure.

Our Commitment

Customer satisfaction is important to us.

Every enquiry is reviewed individually, and we always aim to provide a fair, prompt, and helpful resolution.

As a brand dedicated to handmade craftsmanship and exceptional customer service, we want every Velunora experience to reflect the quality and care that goes into every product.

Contact Us

If you have any questions regarding returns, refunds, or your order, we're always happy to help.

Email: info@velunora.co

Velunora

Milton Keynes

United Kingdom