FAQ
Orders
How do I know my order went through?
You receive an order confirmation email within a few minutes. If it has not arrived, check your spam folder, then email support@velmiraae.shop.
Can I change or cancel my order?
Email us as soon as possible. If the order has not been handed to the carrier yet, we can change the address or size, or cancel it with a full refund.
Do I need an account?
No. You can check out as a guest. An account lets you see past orders and save addresses.
Delivery
Where do you deliver?
To the United Kingdom, all EU countries, Norway, Switzerland, the United States and Canada.
How long does delivery take?
We dispatch within 1–3 business days. Standard delivery then takes about 3–6 business days to the UK, 5–9 to Europe and 7–12 to the US and Canada. All times and costs are on the Shipping page.
Will I pay customs or import tax?
For the UK and EU, VAT is included in our prices and nothing more is due on delivery. For Norway, Switzerland, the US and Canada, import duties or taxes may be collected by the carrier according to local rules.
Sizes and products
How do your sizes run?
Our sizes run from XS to XL (UK 6–14, EU 34–42, US 2–10). Each product page has fit notes, and the Size Guide lists body measurements.
What are the garments made of?
Each product page describes the fabric and construction. The exact fibre composition and care instructions are on the label sewn into every garment. If you need the composition before ordering, email us and we will confirm it.
Are the pieces in the photographs included?
Only the item named on the product page is included. Other clothes worn in the photographs are styling.
Returns and refunds
Can I return something?
Yes. You have 14 days from delivery to withdraw from your purchase without giving a reason. See Returns & Withdrawal for the steps.
Who pays for the return?
You pay the cost of sending a return, unless the item is faulty or not what you ordered — then we cover it.
When will I get my refund?
Within 14 days of telling us you are withdrawing, once the item is back with us or you have sent proof of postage. Banks usually show the refund within 5–10 business days.
Payment
Which payment methods can I use?
Card and PayPal, as shown at checkout. Payments are processed securely by our payment providers; see Payment & Security.
Which currency will I be charged in?
The currency of your delivery country, shown in your bag and at checkout. You can change your delivery country at the top of every page.