Returns Policy

If you have a question, want to return a product, or if something has gone wrong, we are here to help you quickly! Please get in touch via our contact form or send an email to support@velorfootwear.co.uk. Always include your order number; we generally respond within 24 hours.

QUESTIONS ABOUT SIZE OR FIT

Are the shoes a bit too tight, too loose, or are you unsure about the fit? Please let us know when submitting your return request. We can often work together to find a suitable solution, helping you avoid an expensive return shipment to our central warehouse.

DAMAGED, INCORRECT, OR DEFECTIVE PRODUCTS

Has something gone wrong with your product? Please contact us as soon as possible via our contact form and provide clear photographs of:

  • The product in its entirety and the specific defect/damage;
  • The original packaging and the shipping label.

Please note: Do not send defective products back before you have received our instructions. This allows us to guarantee a smooth and correct resolution.

PARCEL STATUS SHOWS 'DELIVERED', BUT YOU HAVEN'T RECEIVED ANYTHING?

In this situation, please always check the following first:

  • Whether the parcel has been left with a neighbour;
  • Whether the courier left it in a safe place around your home;
  • Whether you received a missed delivery note (physical or digital) with further instructions.

If you genuinely cannot find the parcel anywhere, please contact us immediately via the contact form so we can launch an investigation for you.

RETURNS TIMEFRAMES & YOUR RIGHTS

We offer clear return periods in line with current regulations:

  • Statutory Right to Cancel (14 days): You have the legal right to cancel (withdraw from) your purchase within 14 days of receipt without giving a reason. If your order is delivered in multiple parts, this period begins the day after you receive the final product.
  • Our Voluntary Extra Service (30 days): Because we want you to be completely satisfied with your shoes, we extend this period to 30 days after receipt. The shoes must, however, be completely unworn, clean, and in their original condition and packaging.

HOW DO YOU RETURN? (IN 3 STEPS)

Step 1: You must register your return in advance
A return shipment must always be notified to us beforehand. To exercise your right to cancel, you can contact us via our contact form or by emailing support@velorfootwear.co.uk.

You may use the statutory model form below by copying it, filling it in, and emailing it to us:

CANCELLATION FORM
I hereby give notice that I cancel my contract of sale of the following goods:
- Name: 
- Email address: 
- Order number: 
- Product(s): 
- Reason for return (optional):

Step 2: Await our return instructions
Our support team will respond to your request within 24 hours to assist you with the process and provide you with the necessary instructions and the correct delivery address for our central returns centre (Zhejiang, China). Important: Never send your parcel to the address on the original shipping label; this is not a return address and your shipment cannot be processed there.

Step 3: Ship and receive your refund
Pack the shoes neatly in the original packaging they arrived in and drop the parcel off at a post office or courier of your choice. The direct costs of returning the goods are for your own account. Please keep your proof of postage (with tracking code) safe. Once we have received and checked your return, we will refund the purchase amount within 14 days.

RETURNS WE CANNOT ACCEPT

  • Conditions for trying on: You are, of course, welcome to try the shoes on indoors to test the size and comfort (just as you would in a high street shop). Shoes that have been worn outdoors, have become dirty, or show other clear signs of use or damage will not be accepted by us and will not qualify for a refund.
  • Exceptions: Products made to your personal specifications or that are clearly personalised cannot be returned. This also applies to items that are sealed for health protection or hygiene reasons if the seal has been broken after delivery.