Return & Refund Policy

Thank you for shopping with Velluto Rosso.
This Return & Refund Policy describes the conditions under which returns, exchanges, refunds, and cancellations are accepted. By placing an order on our website, you agree to the terms below.

1. Order Cancellation

  • Orders cancelled within 24 hours of purchase are eligible for a full refund.

  • Orders cancelled after 24 hours but before shipment are subject to a 15% cancellation fee.

  • Orders cannot be cancelled once they have been shipped.

2. MADE-TO-ORDER & CUSTOM ITEMS - FINAL SALE

Certain products, including custom-made or made-to-order items (e.g., bridal items), are produced specifically for the customer after purchase.

These items are FINAL SALE and are not eligible for return, refund, or exchange except in the case that:

  • The item arrives damaged, or

  • The item contains a clear manufacturing defect

Returns or exchanges are not accepted for:

  • Change of mind

  • Sizing preference or fit issues

  • Style expectations

  • Event cancellations

  • Delays in delivery outside our control

For standard-size items that do not fit or meet style expectations,we may offer store credit at our discretion for a reorder.

Important: Customers are responsible for reviewing size charts, measurements, and product details carefully before completing a purchase.

To report a damaged or defective item, please contact us within 48 hours of delivery and provide photos as evidence.

3.  STANDARD (NON-CUSTOM) ITEMS

For eligible non-custom items, returns may be accepted within 30 days of placing your order only if:

  • the item is unused, unworn, and resellable

  • original packaging and proof of purchase are included

Returns are approved only in the following cases:

  • defective or damaged item

  • incorrect item received

  • significant size discrepancy from the ordered size

We do not accept returns for:

  • personal preference or dislike

  • minor variations in color or fabric

  • items that have been worn, washed, or altered

4. STORE CREDIT (DISCRETIONARY)

In certain cases where a return does not qualify for a cash refund, we may offer store credit at our sole discretion if:

  • the item is returned unused and resellable

  • the request is made within 30 days of placing your order

Store credit:

  • equals the purchase price minus shipping or discounts

  • is non-transferable and non-redeemable for cash

  • expires after 12 months

5. RETURN SHIPPING

  • Customers are responsible for return shipping costs unless the return is due to our error or a confirmed defect.

  • Original shipping fees are non-refundable.

  • We are not responsible for customs duties on returned packages

6. REFUNDS

Once a return is received and inspected:

  • Approved refunds are issued to the original payment method within 3 - 6 business days.

  • Processing times may vary depending on the customer’s bank or card issuer

7. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Customers must contact us within 48 hours of delivery with:

  • order number

  • description of the issue

  • clear photo evidence

Failure to report within this timeframe may result in denial of the claim

8. DELIVERY CONFIRMATION & LIABILITY

We may provide delivery confirmation or photographic proof upon request.

Once a package is marked delivered by the carrier, Velluto Rosso is not responsible for loss or theft at the delivery location

9. EUROPEAN UNION RIGHT OF WITHDRAWAL

For orders delivered within the European Union, customers have the statutory right to withdraw within 14 days of delivery, except for custom-made or made-to-order items, which are exempt under EU consumer law.

Returned items must be:

  • unused and unworn

  • in original packaging

  • accompanied by proof of purchase

Q: What if I'm not sure what sizes I should wear as I can't return the item if it doesn't fit?

A: Don't worry! If you have any questions about sizing, our customer service team is here to help! Please reach out to us via social media messages, the chat box on our website, or our email (support@vellutoroso.com) with the products you are interested in and your measurements. We will recommend the best size for you based on the material and design of the products.

Tip: You can also consult the size that our model wears for that product, which can be found on all product description pages.

Q: I simply don't like the product I receive. Can I return?

A: We are sorry to hear that you are not 100% in love with your order! As much as we'd love to accept returns for them, we don't have the budget to process return requests like this as a startup brand. At this time, we sadly can't accept any return requests other than quality issues. But as we grow, we will continue to search for sustainable ways to return for any reason. As a female and minority-owned startup, we really appreciate your understanding and support.

10. Contact Us

Velluto Rosso

Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM
support@vellutoroso.com