Velor Buyer Protection

Every order paid for on Velor Handmade is covered, at no extra cost. Your payment is held until delivery is confirmed, then released to the maker — so if something goes wrong, the money to put it right is still there.

What's covered

• It never arrived. You can report it from 7 days after the maker sends it.
• It arrived damaged or faulty.
• It's significantly not as described in the listing's photos or words.
• You got the wrong item.

For anything damaged, faulty, wrong or not as described, you send the item back and you're refunded in full once it's back with the maker. The return is on the maker: within the UK the maker can send you a tracked return label at no cost to you. Otherwise post it with a tracked service and keep your receipt. Either way, add the tracking number in Your Orders. Only a parcel that never arrived is refunded without a return.

If you simply changed your mind, you can ask too, but the maker decides, the item must be unused, you pay for the return postage, and you're refunded once you've posted it back with tracking. If the maker sells as a business, you may also have a legal right to cancel — see Returns and refunds.

If the maker never sends your order, you don't need to do anything: you're refunded automatically if it isn't sent within 14 days (longer for made-to-order pieces, as shown on the listing).

How it works

1. Open Your Orders (or Orders in the Velor app) and tap Report a problem on the order, within 15 days of delivery. Add photos for damage, a wrong item or something not as described.
2. The maker has 3 days to answer. Most problems are sorted here, with a refund.
3. If the maker doesn't answer in 3 days, Velor steps in automatically. If the maker says no and you disagree, tap Ask Velor to step in.
4. Velor looks at the order, the tracking and your photos, and decides — usually within 2 working days. We email you either way.

Refunds go back to the card or account you paid with. Banks usually take 5 to 10 working days to show them.

What isn't covered

• Parcels returned or lost because import duties or charges on delivery weren't paid (see Returns and refunds).
• Problems reported more than 15 days after delivery — but please contact us, as your legal rights may still apply.
• Payments made outside Velor. Never pay a maker directly: only orders paid through Velor checkout are protected.
• Orders where you have also asked your bank to reverse the payment. The bank then decides instead.

Velor Buyer Protection is Velor's own promise and adds to your legal rights as a consumer; it never takes them away.

Questions? Email help@velorhandmade.com.