Return and Refund Policy

Last update: 13-04-2026

Thank you for shopping at Verela. Our Returns and Refunds Policy is designed to be transparent and straightforward. Please review the guidelines below regarding eligibility, processes, and deadlines for returns, refunds, and exchanges.

Scope and contact details

For any questions regarding returns and refunds, please contact us via:

E-mail: support@verela.uk
Phone: +44 7588 934171
Opening Hours:
Monday – Friday: 9:00 a.m. – 5:00 p.m.
Weekends: 10:00 a.m. – 4:00 p.m.

Policy Review Return period: Products can be returned within 14 days from the date of delivery. Refund Processing Time: Your refund will be processed within 7 days of receiving and inspecting the returned item. Return shipping costs: Customer is responsible unless the product is faulty or incorrect.

Cancellation of orders

You can cancel your order within 12 hours of purchase by contacting our customer service team. If your order has already shipped, please follow the instructions in the Returns Instructions section below.

Return Policy

We offer returns on the following terms:

Return period: Products can be returned within 14 days from the date of delivery. Product condition: Merchandise must be in its original condition, unused, with all tags and in its original packaging. Proof of Purchase: A receipt or proof of purchase is required for all returns. Exceptions: Certain products, such as personalized or hygiene items (e.g. underwear), cannot be returned unless they are unopened and unused.

Return Instructions

To start the return process, follow the steps below:

Contact customer service: Send an email to support@verela.uk with your order number, reason for return, and photos if possible. Receive a Return Authorization: Our team will review your request and send you a return authorization with detailed instructions. Prepare the package: Carefully package the product, including all tags and original packaging, and the Return Authorization form. Send your package: Use a reliable courier service with a tracking number. Return shipping costs are the customer's responsibility (unless the item is faulty or incorrect).

Refund Policy

Processing Time: Approved refunds will be processed to the original payment method within 7 days of receipt and inspection of the returned item. Your bank or card issuer may require additional time to process the funds. Confirmation: You will receive a confirmation email once your refund has been processed. If you don't see your refund within the expected timeframe, please contact your bank. If you have any further questions, please contact us at support@verela.uk.

Exchange Policy

We offer exchanges for faulty or incorrect items. Contact us within 14 days of delivery, and we'll cover the return shipping costs for eligible exchanges. If you ordered the wrong size, please use the returns process and then place a new order in the correct size.

Exceptions and special cases

Defective or Damaged Products: If your product arrives damaged or defective, please contact us within 48 hours. We will arrange a free return and offer you an exchange or a full refund – your choice. Wrong product: If you receive the wrong product, please contact us – we will cover the return shipping costs and quickly ship the correct item. Lost Packages: If your package does not arrive within the estimated timeframe, please contact us so we can initiate an investigation with the carrier.

Lead time

Return period: Products can be returned within 14 days from the date of delivery. Refund: We process refunds within 7 days of receiving and inspecting the returned goods.

Transit time for returns

Once you have sent your return, please allow 5–8 business days for your package to reach our fulfilment centre. After we receive and inspect the item, your refund will be processed within 7 days to your original payment method. Total time from sending your return to receiving your refund: approximately 12–15 business days.

Return address

To initiate a return, please contact us at support@verela.uk with your order number. Our team will review your request and provide you with the correct return address and instructions within 1 business day. Returns are processed at our fulfilment centre.

Contact details

If you have any further questions or need assistance with returns or refunds, please contact us:

E-mail: support@verela.uk
Phone: +44 7588 934171
Opening Hours:
Monday – Friday: 9:00 a.m. – 5:00 p.m.
Weekends: 10:00 a.m. – 4:00 p.m.