Return Policy

Return Policy

Return of goods

If you are not satisfied with your purchase, you may return the purchased items in their original condition within 30 days of delivery (please include your tracking number). Once we have received the goods, or you have provided evidence that you have sent them back (whichever is earlier), the purchase price will be refunded within 14 days. All returns must be registered via our customer service team. Full details are set out in the Return & Refund Policy below.

I have received a faulty item

If you have received a faulty item, please contact our support team as soon as possible with the following information:

  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence

If your parcel has been damaged on delivery, please take a photo and send it directly to our customer service team. We ask you to report damaged parcels within 7 days of the delivery date so that we can file a claim with the courier quickly. Photographic evidence helps us resolve your claim quickly. Reporting later does not affect your statutory rights under the Consumer Rights Act 2015.

I have received the wrong item

In the unlikely event that you have received the wrong item, please contact our support team as soon as possible and provide us with the following information:

  • Your order number
  • The name of the item you did not receive
  • The name of the item you did receive
  • A photo of the item you received

Exchange

Exchanges for a different size or colour of the same item are possible as described in section 6 of the Return & Refund Policy below. For any other change, we recommend that you return the product to us and then order the correct product from us.

For faulty products

If the product is faulty, has been damaged in transit or is otherwise defective, there is no return charge.

If I want to return the item(s)

If the customer has purchased the wrong product, it does not fit or the customer no longer wants it, the customer is responsible for the actual cost of return shipping.

Return address

The return address will be provided by our customer service team when you register your return at info@verolynboutique.co.uk.

Please don't hesitate to always reach out to our customer support as well: info@verolynboutique.co.uk

Cancellation policy

You can cancel your order at any time before it has been dispatched by emailing us at info@verolynboutique.co.uk; you will receive a full refund. If your order has already been dispatched, you can still cancel it: simply refuse the delivery or return the item(s) to us within the cancellation period described in section 9 below, and we will refund you in accordance with that section.

Please don't hesitate to always reach out to our customer support as well: info@verolynboutique.co.uk

Return & Refund Policy

1. Return period

You have 30 calendar days from the delivery date of your order to initiate a change-of-mind return request. This is longer than the 14-day statutory cancellation period and is offered in addition to your statutory rights. For items with significant defects or faults, the rights provided under the Consumer Rights Act 2015 apply, which may extend beyond this period.

2. Cost summary

To ensure full transparency, below is a summary of any costs related to returns (all amounts in pounds sterling, GBP):

  • Restocking fees: £0.00
  • Return shipping (defective, damaged, or incorrect item): £0.00 (VerolynBoutique covers all costs)
  • Return shipping (change of mind): at the customer's expense

3. Return conditions

To be eligible for a change-of-mind return, the item must meet the following requirements:

  • The item must be unused, unwashed, and in its original condition. You may handle and try on the item as you would in a shop.
  • All original tags, labels, and packaging must be intact and undamaged.
  • Proof of purchase (order number or receipt) must be provided.

The following items are not eligible for a change-of-mind return:

  • Items marked as "Final Sale" at the time of purchase (this applies to our extended 30-day return period only; your statutory 14-day right to cancel described in section 9 still applies to these items).
  • Underwear and swimwear, for health and hygiene reasons, where the item was sealed or supplied with a hygiene liner and the seal or liner has been removed after delivery. Unsealed underwear and swimwear can be returned within the statutory 14-day cancellation period; they are excluded from the extended return period after day 14.
  • Items used, altered, or damaged by the customer beyond what is necessary to establish their nature, characteristics and functioning.

If a returned item has been handled more than necessary, we may reduce your refund to reflect the reduction in its value, as permitted by law.

4. Damaged, defective, or incorrect items

If you receive an item that is damaged, defective, or different from what you ordered, VerolynBoutique will arrange a replacement or a full refund at no additional cost to you. For items valued under £24.99 or items clearly damaged on delivery, we generally do not require a physical return; for other cases, we will arrange free collection or provide a prepaid return label.

Action required: Contact us at info@verolynboutique.co.uk, preferably within 30 days of delivery. Include your order number, a clear photo of the item and packaging, and a brief description of the issue. We will promptly arrange a free replacement or a full refund. Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of delivery for a full refund, and after that the right to a repair or replacement and, where that is not possible or fails, a price reduction or refund. Contacting us after 30 days does not remove these rights.

5. How to initiate a return (change of mind)

To ensure a smooth return process, please follow these steps:

  1. Contact us first: Email info@verolynboutique.co.uk with your order number and the reason for the return, so that we can register your return and give you the correct return address.
  2. Receive instructions: Our customer service team will respond within 1 business day (Monday to Saturday) with specific instructions and the correct return address.
  3. Ship the item: Pack it securely and send it to the return address provided. We recommend using a trackable shipping method and keeping your proof of postage. VerolynBoutique is not responsible for items lost or damaged during return transit for change-of-mind returns; this exclusion does not apply to defective, damaged, or incorrect items, for which we arrange and cover the return shipping.

6. Exchanges (size or colour replacement)

We offer free exchanges for size or colour on the same item, subject to stock availability. To request an exchange:

  • Contact us within 30 days of delivery at info@verolynboutique.co.uk, indicating your order number, the item to be exchanged, and the new size or colour desired.
  • Availability check: Our team will confirm the availability of the new item within 1 business day. If the requested item is not available, we will offer you a full refund or a store credit of equal value, at your choice.
  • Exchange shipping: Once we have received and verified the original item at our warehouse, we will ship the new item within 2 business days, at no additional shipping cost to you.
  • Conditions: The item to be exchanged must meet the same conditions required for returns (unused, unwashed, with original tags and packaging intact).

Exchange shipping costs:

  • Shipping the new item (to the customer): £0.00 (covered by VerolynBoutique)
  • Return shipping of the original item: at the customer's expense
  • Exchange for a defective or incorrect item: £0.00 (both shipments covered by VerolynBoutique)

Only one free exchange per order is permitted. For additional exchanges on the same item, we recommend proceeding with a return and a new purchase.

7. Returns address

All approved VerolynBoutique returns must be sent to our dedicated returns facility:

The return address will be provided by our customer service team when you register your return at info@verolynboutique.co.uk.

Important note: Please only send returns to the address provided by our customer service team. Returns sent to any other address cannot be processed until they reach our returns facility, which may delay your refund.

8. Refund processing

Once we have received and verified your returned item at our facility (generally within 3 business days of receipt), we will notify you by email regarding the approval or rejection of the refund. If approved, the refund will be processed within 7 business days and credited to the original payment method. In any event, where you cancel within the statutory cancellation period, we will refund you no later than 14 days after we receive the goods back or you provide evidence that you have sent them back, whichever is earlier. Where you cancel before the goods have been dispatched, we will refund you within 14 days of you informing us of your cancellation.

The refund includes the product price and the original standard shipping costs paid at the time of the order. Any additional cost for Priority Shipping exceeding the standard (free) delivery rate is not refunded when you cancel or return an item because you changed your mind; it is refunded in full if the item is faulty, damaged or incorrect, or if we failed to process your order with priority. Return shipping costs for change of mind remain the customer's responsibility.

No restocking fees: We do not charge any restocking fees. You will receive a full refund of the product price, subject only to any deduction for diminished value described in section 3. Processing times may vary depending on your bank or payment provider.

9. Consumer rights

Our products are covered by statutory rights that cannot be excluded under the Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose and as described. You are entitled to a repair, replacement, or refund in the event of a lack of conformity, as well as compensation for any foreseeable losses. You also have the right to cancel the purchase within 14 days of receiving the item, without needing to provide any reason, pursuant to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you cancel, you must send the goods back to us without undue delay and in any event no later than 14 days after the day on which you informed us of your cancellation.

Cancellation form: To exercise your right to cancel, you may use the model cancellation form below. Use of the form is not mandatory: an explicit statement sent to info@verolynboutique.co.uk indicating your order number is sufficient.

Model cancellation form
To: VerolynBoutique, info@verolynboutique.co.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
Ordered on [*] / received on [*]:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.

Nothing in this Return & Refund Policy limits or excludes your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

10. Cancellation policy

You can cancel your order at any time before it has been dispatched by emailing us; you will receive a full refund. Once your order has been dispatched, it can no longer be stopped in transit, but you keep your right to cancel: please wait for the delivery (or refuse it) and return the item(s) to us as described in sections 5 and 9, and we will refund you in accordance with section 8.

Please don't hesitate to always reach out to our customer support as well: info@verolynboutique.co.uk

11. Contact and company information

For any questions or concerns regarding our Return & Refund Policy, please contact us:

  • Email: info@verolynboutique.co.uk
  • Response time: within 24 hours
  • Returns address: provided by our customer service team after you register your return
  • Hours: Monday to Friday 8:00 AM – 5:00 PM and Saturday 9:00 AM – 2:00 PM (UK time)