Return and Refund Policy

Last updated: 9 September 2026

At VLOURA, we want you to be happy with your purchase. If you are not completely satisfied with your order, you may be able to return it in accordance with the terms below.

Returns

Customers in the UK have the right to cancel most online purchases within 14 days of receiving their order, without giving a reason. After notifying us of the cancellation, the item must be returned within a further 14 days.

To be eligible for a return, items must be:

• Unworn and unused

• In their original condition

• In their original packaging, where applicable

• Returned with any original tags or labels attached

• Free from stains, makeup, perfume, body odour, washing, damage or other signs of use

Hygiene and underwear items

For health and hygiene reasons, underwear and other intimate products that have been worn, washed, soiled, or have had their hygiene seal or protective packaging removed may not be eligible for return, unless the item is faulty or otherwise does not conform to the contract.

Please check the product description for any product-specific return restrictions before purchasing.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or you receive the wrong item, please contact us as soon as possible with your order number and clear photographs of the issue.

We will assess the issue and, where appropriate, offer a replacement, repair or refund in accordance with your statutory rights.

Refunds

Once we receive and inspect an eligible returned item, we will process the refund to the original payment method.

For a valid cancellation under UK consumer law, we will normally refund the standard delivery charge paid for the original order. Any additional cost chosen by you for an upgraded delivery service may not be refundable.

Refunds will be issued within the timeframe required by applicable UK consumer law.

Return postage

If you are returning an item because you have changed your mind, you are normally responsible for the cost of returning the item unless we have agreed otherwise.

If the item is faulty, damaged, incorrect, or does not conform to the contract, please contact us before returning it so that we can provide appropriate instructions.

How to request a return

To request a return or cancellation, please contact us using the contact details provided on our website. Include:

• Your order number

• Your name

• The item(s) you wish to return

• The reason for the return, if applicable

• Photographs if the item is damaged or faulty

Please do not send items back without contacting us first.

Exchanges

We may offer exchanges depending on stock availability. If an exchange is not available, we may provide a refund where appropriate.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law. Where an item is faulty, not as described, or otherwise does not conform to the contract, your legal rights remain unaffected.

VLOURA reserves the right to update this policy from time to time. The policy applicable to your order will be the policy in effect at the relevant time, subject to your statutory rights.