Return Policy

Last updated: 31 May 2026

At Venvora, we want you to be completely happy with every order. We know that sometimes a piece won't be quite right — perhaps the fit isn't perfect, or it's not what you were expecting. If that happens, we're here to help. This Returns Policy explains exactly how to return an item, what condition it needs to be in, and how your refund will be processed.

If you have any questions before, during, or after a return, please email us at info@venvorashop.com. We respond to every message personally and aim to reply within 24 hours on business days.

1. Our Returns Promise

We offer a 30-day returns window from the date your order arrives — generously longer than the 14 days required by UK and EU consumer law. This gives you plenty of time to try your purchase on at home and decide whether it's right for you.

To be eligible for a return, your item must meet the conditions outlined below.

2. Conditions for Returning an Item

To ensure we can offer this service fairly to all our customers, returned items must meet the following requirements:

  • The return must be requested within 30 days of receiving your order.
  • Items must be unused, unwashed, undamaged, and in their original condition.
  • All original tags, labels, and packaging must still be attached and intact.
  • Trying on is welcome, but items that have been worn, washed, altered, or show clear signs of use cannot be accepted.
  • Items returned without prior approval by our customer service team cannot be processed.
  • Returning multiple sizes of the same item with the intention of keeping only one and returning the rest (known as "bracketing") is not permitted under our policy.

Please note: items must be physically received before a return can be requested. Cancellations of orders that have already been dispatched will be handled as standard returns.

3. Non-Returnable Items

For hygiene, safety, or practical reasons, the following items cannot be returned:

  • Underwear, swimwear, and intimate apparel (unless faulty)
  • Pierced jewellery
  • Gift cards
  • Sale or final-clearance items (where clearly marked at the time of purchase)
  • Items damaged through misuse or normal wear

4. How to Return an Item

Returning an item with Venvora is simple. Please follow the steps below:

Step 1 — Request your return Email us at info@venvorashop.com within 30 days of receiving your order. Please include:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return (this helps us improve our service)

Step 2 — Receive your return instructions Once your return is approved, we'll send you the correct return address along with clear instructions. Please do not send your item back without contacting us first — returns sent to an unauthorised address cannot be tracked or refunded.

Step 3 — Ship your item back Pack the item carefully in its original packaging and send it to the address provided. We strongly recommend using a tracked and insured shipping method, as we cannot be held responsible for returns lost or damaged in transit.

Step 4 — Refund Once we receive and inspect your return, we'll process your refund within 14 days (see Section 6 below for details).

5. Return Shipping Costs

  • Return shipping costs are the responsibility of the customer, unless the item is faulty, damaged on arrival, or sent in error.
  • Any customs duties, taxes, or import fees incurred when returning an item are also the customer's responsibility.
  • Original shipping costs paid at checkout are non-refundable, except in cases where the return is due to our error or a faulty product.

We recommend keeping your proof of postage and tracking number until your refund has been confirmed.

6. Refunds

Once your returned item arrives and has been inspected and approved:

  • Your refund will be processed within 14 days of receipt.
  • Refunds are issued to the original payment method used at checkout.
  • Depending on your bank or card provider, it may take an additional 3–10 business days for the refund to appear in your account.
  • You will receive a confirmation email once your refund has been issued.

If your return does not meet the conditions outlined in Section 2, we will contact you before any decision is made, and the item may be returned to you at your expense.

7. Faulty, Damaged, or Incorrect Items

We carefully check every order before it leaves our partners, but if your item arrives faulty, damaged, or you've received the wrong product, we will put it right at no cost to you.

Please contact us at info@venvorashop.com within 7 days of delivery, including:

  • Your order number
  • A clear description of the issue
  • Photographs clearly showing the fault or damage

We will arrange a free return, replacement, or full refund (including original shipping costs) as appropriate.

Your statutory rights under the UK Consumer Rights Act 2015 are not affected by this policy.

8. Exchanges

We currently do not offer direct exchanges. If you'd like a different size or colour, simply return the original item following the process above and place a new order for the replacement piece. This is usually the quickest way to receive the item you want.

9. Address Errors and Delivery Issues

  • Please double-check your delivery address carefully before completing checkout.
  • Any errors in the delivery address must be reported to us at info@venvorashop.com within 24 hours of placing your order. After this period, the order may have already been dispatched and changes may no longer be possible.
  • If a package is returned to us due to an incorrect or incomplete address provided by the customer, the cost of reshipping will be the customer's responsibility.
  • We are not responsible for parcels marked as delivered by the courier to the address provided at checkout. If your tracking shows your parcel as delivered but you have not received it, please first check with neighbours and your local depot, then contact us so we can help investigate.

10. Right of Withdrawal (UK & EU Consumers)

In addition to our 30-day returns policy, you also have a statutory right under UK Consumer Contracts Regulations 2013 and EU Consumer Rights Directive to cancel your order within 14 days of receiving it, for any reason and without giving a justification.

To exercise this right, please email us at info@venvorashop.com with a clear statement of your decision to cancel. The conditions in Section 2 still apply, and return shipping costs remain the responsibility of the customer.

11. Contact Us

For any questions about returns, refunds, or our policy in general, please reach out:

  • Company name: Venvora
  • Address: Langs de Groene Weg 35, Obbicht, Netherlands
  • Email: info@venvorashop.com
  • Customer service hours: Monday–Friday, 09:00–17:00 GMT (replies within 24 hours on business days)

We're here to help and want every Venvora customer to feel looked after — before, during, and after their purchase.