Returns & Withdrawal
If something is not right, you can send it back. This page explains your statutory 14-day right of withdrawal (cancellation right) for online purchases, how to return an item, and how refunds work. It applies to customers who buy as consumers.
Your 14-day right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several items in one order that are delivered separately, the period starts on the day you, or a third party you name, receive the last item.
To exercise the right of withdrawal, you must inform us — BORDERLINE APPAREL LIMITED (VELMIRAAE), 51a Micheldever Rd, Lee, London, SE12 8LU, United Kingdom, email support@velmiraae.shop, telephone +44 7948 215645 — of your decision to withdraw from this contract by an unequivocal statement (for example, an email or a letter sent by post). You may use the model withdrawal form below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. We will email you the return address when you tell us you are withdrawing.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods — in practice, try items on as you would in a shop, and keep labels attached.
How to return an item — step by step
- Email support@velmiraae.shop within 14 days of delivery with your order number and the items you are returning (or use the form below).
- We reply with the return address and a return reference, usually within two business days.
- Pack the items securely, unworn, with their labels, and send them with a tracked service within 14 days of your email. Keep the proof of postage.
- We confirm when the parcel arrives and issue your refund to the original payment method. Card and PayPal refunds normally appear within 5–10 business days, depending on your bank.
Please do not send parcels to our registered office without a return reference: it is a registered address, not a returns centre.
Exchanges
We do not swap items directly. To change a size, return the item as described above and place a new order for the size you need.
Faulty or incorrect items
Your statutory rights are not affected by this policy. If an item arrives damaged, faulty or is not what you ordered, email us within 30 days of delivery with your order number and photos. We will arrange a repair, replacement or refund in line with your statutory rights, and we cover the return cost for faulty or incorrect items.
In the UK, the Consumer Rights Act 2015 gives you a short-term right to reject faulty goods within 30 days. In the EU, the legal guarantee of conformity lasts at least two years from delivery.
Cancelling before dispatch
If you change your mind before your order ships, email us as soon as possible. If the parcel has not yet been handed to the carrier, we cancel the order and refund you in full, including delivery.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: BORDERLINE APPAREL LIMITED (VELMIRAAE), 51a Micheldever Rd, Lee, London, SE12 8LU, United Kingdom — support@velmiraae.shop
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.