Complaints and grievance officer

For a problem with an order (late, damaged, not as described, or you want to return it), open the order in Your Orders and use the options there, or see returns and refunds. For anything else, including a complaint about a seller, a listing or Velor itself, email help@velorhandmade.com with your order number if you have one. You can report unsafe or illegal content on our Safety & reporting page.

We acknowledge every complaint within 48 hours and give you a reference. We aim to resolve complaints within one month of receiving them, and we'll tell you if we need longer and why.

Our grievance officer is William Sinclair, Director, Velor Commerce Ltd, 49 Station Road, Polegate, East Sussex, BN26 6EA, United Kingdom. Email: help@velorhandmade.com (please put “Grievance” in the subject).

If you need the seller's business name and address to pursue a complaint or a legal claim, ask us and we will give them to you.

You can contact the consumer protection body or consumer court in your own country. Using this process does not affect your legal rights.