Refund & Return Policy

At Vellum, we want you to be happy with your purchase. If something isn't right, we're here to help.

Returns

You may request a return within 10 days of receiving your order, subject to any statutory rights that may provide you with a longer period.

To be eligible for a return, your item must be returned in the same condition in which you received it. It should be unused, unworn where applicable, and returned with its original packaging, accessories, manuals, and any other items included with the product.

To request a return, please contact us at hello.vellum@yahoo.com and include your order number and reason for the return.

Please do not send an item back before contacting us and receiving return instructions.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, faulty, defective, or you receive the wrong product, contact us as soon as possible at hello.vellum@yahoo.com.

Please include your order number, a description of the issue, and clear photographs or videos where appropriate. We will review the issue and work with you to resolve it.

Non-Returnable Items

Certain items may not be eligible for return for hygiene, health, safety, or other reasons permitted by applicable law. Products that have been used, damaged after delivery, altered, or returned with missing parts or packaging may also be ineligible for a standard change-of-mind return.

If you're unsure whether your item can be returned, contact us before sending it back.

This does not affect your rights in relation to faulty, damaged, misdescribed, or otherwise non-conforming goods.

Return Shipping

Unless the product is faulty, damaged, incorrect, or applicable law requires otherwise, customers are responsible for the cost of returning an unwanted item.

We recommend using a tracked shipping service, as we cannot be responsible for return parcels that do not reach us.

Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process and display the refund.

Original delivery charges and return shipping costs may be non-refundable where permitted by applicable law.

Exchanges

If you'd like a different product, please contact us at hello.vellum@yahoo.com. Where an exchange isn't available, you may need to return the original item and place a new order.

Cancellations

If you need to cancel an order, contact us as soon as possible. We cannot guarantee that an order can be cancelled once it has entered processing or has been dispatched.

Any statutory cancellation rights available to you under applicable consumer law remain unaffected.

Contact Us

If you have any questions regarding a return or refund, please contact:

Vellum Customer Support
hello.vellum@yahoo.com

We aim to respond to customer enquiries within 1–2 business days.