Return Policy
Returns & Refund Policy
At My Veloura, we want you to feel confident with your order. If something is not right, please contact us and we’ll do our best to help.
Return Window
We offer a 30-day return window from the date your order is delivered.
To request a return, please contact us within 30 days of receiving your order.
Your Statutory Right to Cancel (UK & EU)
If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel your order within 14 days of receiving it, without giving a reason, under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive. This right exists in addition to the 30-day window above and is not reduced by it.
To use this right, tell us before the 14 days are up by emailing support@my-veloura.com. You then have a further 14 days to send the goods back to us.
This statutory right does not apply to sealed goods that are unsuitable for return once unsealed, for health protection or hygiene reasons. Lash products unsealed after delivery fall under that exemption.
Where the statutory right applies, we refund the full order value including standard delivery costs within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier.
Return Conditions
To qualify for a return, your item must be:
- Unused
- Unopened
- In its original packaging
- In the same condition as received
- Accompanied by proof of purchase
For hygiene reasons, lash products cannot be returned once opened, used, worn, applied or removed from their original sealed packaging.
This helps us keep every My Veloura order safe, clean and hygienic.
Please note that in the EU and UK, certain sealed goods may be excluded from return once unsealed after delivery for health protection or hygiene reasons. This can apply to personal care and beauty products where hygiene protection is important.
Cancelling an Order
Orders can be cancelled within 2 hours of placement.
After this period, cancellation is not guaranteed because your order may already be processed or prepared for shipment.
If your order has already shipped, our return policy will apply.
How to Request a Return
To start a return, contact us at:
support@my-veloura.com
Please include:
- Your order number
- The email address used at checkout
- The reason for your return
- Clear photos of the item and packaging if needed
Returns must be approved before being sent back. Items returned without approval may not be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective or incorrect.
We recommend using a tracked shipping service, as My Veloura is not responsible for lost return shipments.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective or incorrect, contact us within 48 hours of delivery at:
support@my-veloura.com
Please include:
- Your order number
- A photo or video of the issue
- A photo of the packaging
- The email address used at checkout
We will review the issue and provide a suitable solution where possible.
Non-Returnable Items
The following items cannot be returned:
- Opened lash products
- Used or worn lash products
- Items removed from their original sealed packaging
- Gift cards
- Sale items, unless faulty
- Items returned without approval
- Items damaged due to misuse, incorrect application or improper care
Exchanges
We do not currently offer direct exchanges.
If you would like a different item, please request a return first. Once your return is approved, you can place a new order.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method.
Approved refunds are processed within 5–10 business days. It may then take a few more business days for the refund to appear in your account, depending on your bank or payment provider.
Where your statutory 14-day right to cancel applies, your refund is issued within 14 days of us receiving the goods back or proof of return, whichever is earlier.
Customs, Duties & Fees
International customs duties, taxes or import fees are not refundable.
My Veloura is not responsible for customs charges or delays caused by customs processing.
Questions About Returns?
If you have any questions about returns, refunds or damaged items, contact us at:
support@my-veloura.com
Please include your order number so we can help you faster.
By placing an order with My Veloura, you agree to this Returns & Refund Policy.
Contact
My Veloura is a business established in the Netherlands. You can reach us any time at support@my-veloura.com and a real person will answer, normally within one business day. Our full registered address is available on request.
Last updated: 23 August 2026
