Refund policy

We have a 30-day return policy. You have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need your order number or proof of purchase.

How to start a return

1. Email us at customersupport@vellani.store, or use the contact page on this website, with your order number and the item you would like to return.

2. We will reply with return instructions and the return address for your order.

3. Send the item back within 7 days of receiving those instructions.

Return shipping is paid by the customer unless the item is faulty or incorrect. We recommend using a tracked service, as we cannot be responsible for items lost in return transit.

Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order on arrival and contact us immediately if the item is faulty, damaged, or if you have received the wrong item, so that we can evaluate the issue and make it right. In these cases we cover the cost of return shipping.

Exceptions and non-returnable items

Gift cards cannot be returned. Personalised or made-to-order items cannot be returned unless they are faulty. Please get in touch if you have questions about a specific item.

Exchanges

The fastest way to get the item you want is to return the item you have, and once the return is accepted, place a separate order for the new item.

European Union 14 day cooling off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need your order number or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at customersupport@vellani.store.

Contact

The Regular Line, trading as Vellani London
Johannesburg, South Africa
customersupport@vellani.store