Return & Refund Policy

30-day returns

We want you to feel confident when ordering from Veilando. You may request a return of an eligible item within 30 calendar days after the order is delivered. This additional 30-day return period does not limit any mandatory consumer rights that apply in your country.

Return conditions

To be eligible, the item must be unused, unworn, unwashed and in the same condition in which it was received, with original tags and packaging where reasonably possible. You may handle an item only as needed to assess its nature, characteristics and fit.

Items showing wear, fragrance, makeup, deodorant marks, washing, alteration or damage not caused by us may be refused or may receive a reduced refund where permitted by law. For hygiene reasons, swimwear must have all protective seals or liners intact unless the item is faulty. Gift cards, personalised items and products marked as final sale are not returnable except where required by law.

How to start a return

Contact us through the Contact page within 30 days of delivery.
Include your order number, the item you want to return and the reason for the return.
Wait for return instructions before sending the parcel. Returns sent to an unconfirmed address may be delayed.

You are responsible for safely packing the return and keeping proof of postage. We recommend using a tracked service. Do not send returns cash on delivery.

Return shipping

Unless the item is faulty, damaged on arrival or incorrect, the customer is responsible for return shipping costs. Original delivery charges are not refunded except where required by law or where the return results from our error. If an item arrives faulty, damaged or incorrect, contact us before returning it and include clear photographs where possible.

Refunds

We will inspect the returned item and notify you whether the refund is approved. Approved refunds are issued to the original payment method. We may withhold the refund until the returned goods or reliable proof of return have been received, where permitted by law. Your bank or payment provider may need additional time to post the refund.

Exchanges

We do not guarantee direct exchanges. The quickest way to obtain another size or style is normally to return the original item and place a new order.

Orders refused or not collected

If an order is returned because delivery was refused, the address was incorrect or the parcel was not collected, reasonable outbound and return costs may be deducted from the refund where permitted by law.