Refunds & Returns
Last Updated: 10/10/2025
At VELA PACK, we want every customer to be happy with their purchase. If something isn’t right, we’re here to help. Please review our updated policy below.
Return Period
You may request a return within 30 days of receiving your order.
To qualify for a return, items must be:
To qualify for a return, items must be:
- Unused and unwashed
- In original condition
- In original packaging with all tags attached
We do NOT accept returns for items that show signs of wear or damage caused after delivery.
Non-Returnable Items
The following items cannot be returned:
- Final sale or clearance products
- Gift cards
- Items returned without original tags or packaging
How to Start a Return
To begin a return, email us at contact@velapack.com within 30 days of delivery.
Please include:
Please include:
- Your order number
- The item(s) you want to return
- The reason for the return
Our support team will provide a Return Authorization and return instructions.Return Shipping Costs
- If the item is defective, damaged, or incorrect, VELA PACK will cover the return shipping cost.
- For all other returns (e.g., change of mind, wrong size ordered), the customer is responsible for return shipping.
Refunds
Once we receive and inspect the returned item, you will be notified by email.
If approved:
If approved:
- A refund will be issued to your original payment method
- Processing time: up to 14 business days
Shipping fees (if applicable) are non-refundable unless the return is due to an error on our part.Exchanges
We do not offer direct exchanges.
If you need a different size or style:
We do not offer direct exchanges.
If you need a different size or style:
- Return the original item for a refund
- Place a new order with the correct item
Damaged, Defective, or Incorrect Items
If your order arrived damaged or you received the wrong product, contact us within 48 hours of delivery:
contact@velapack.com
If your order arrived damaged or you received the wrong product, contact us within 48 hours of delivery:
contact@velapack.com
Please include photos so we can resolve the issue quickly.
We will provide either a replacement or a full refund, including shipping costs.
We will provide either a replacement or a full refund, including shipping costs.
Late or Missing Refunds
If your refund has not appeared after 14 business days:
- Check with your bank or card provider
- If still not visible, email us at contact@velapack.com
We will assist immediately.
Contact Us
For any questions about returns or refunds, you can reach us here:
Email: contact@velapack.com
Phone: +44 720 06 00 682
Address: 11 Coalgate, Alloa, Clackmannanshire, FK10 1EH, UNITED KINGDOM