Contact Us

Deciding between two sizes, or waiting on a parcel? Send us a message and someone on our team will answer.

How to reach us

Twelve hours a day on weekdays — most questions get answered the same day they're asked.

Before you order

Sizing and fit
The most useful question you can ask us. Tell us the size you normally wear, which brand it came from, and what you're deciding between — we'll give you a straight answer, including when it's that a piece runs small.

Fabric and drape
Composition, weight, how something falls, whether it creases, whether it's opaque in daylight. These decide whether a purchase works, and they're what a product photo can't show you.

Care and washing
Wash temperature, whether something needs separating, and what it looks like after a year rather than a week.

Does it work with what I have?
Tell us what you're planning to pair it with. Most people are adding to a wardrobe rather than starting over, and we'd rather help you get that right.

You'll hear back from someone who has handled the garment, not a line lifted from a supplier sheet. We'd rather talk you out of the wrong size than process the return.

After you've ordered

Where's my parcel?
Your tracking number arrives by email once your order is dispatched. Allow 24 to 48 hours for the first scan to appear — a quiet tracking page in the first day or two is normal, not a sign that something has gone wrong.

If a parcel stalls, or tracking says delivered when nothing arrived, send us your order number. We'll open the investigation with the courier ourselves — that isn't something you should have to do.

Returns and refunds
Get in touch before posting anything back and we'll send the correct return address and a reference. You have 30 days from delivery, no reason needed, and that includes sale items. Full conditions are in our Returns policy.

Damaged, faulty or wrong item
A photograph and your order number is all we need. You choose between a replacement and a full refund, we cover the return postage, and there's nothing to argue about.

Cancelling an order
We can cancel free of charge before your order is dispatched. Email us as soon as you can — orders often go to fulfilment within a few hours.

Anything else
Press enquiries, partnerships, or feedback on the site — same address, and we'll pass it to the right person.

Two things that speed up a reply

Lead with your order number. It sits at the top of your order confirmation email. Without it, we're searching by name and email address, which typically adds a day.

Attach a photograph for anything visual. Damage, an incorrect item, or a question about colour or finish — an image resolves in seconds what a written description often can't.

Our policies

• Delivery — processing times, tracking, and what happens if a parcel goes astray
• Returns & Refunds — your 30-day window, statutory rights and how refunds are handled
• Privacy Policy — what we hold, why, and what you can require us to do with it
• Terms of Service — the terms your purchase is made under

Business information

The Velura team