Refund policy

All of our items are handmade to order for each customer. We do not carry stock to reduce waste and support sustainable, ethical production.

We want you to be 100% satisfied with your purchase therefore returns are available for standard orders within 14 days ( excluding made to measure bridal dresses & intimate separates). This policy is in line with standard practice in the bridal industry.

Return requests must be made within 24 hours of your order being received.

• Made-to-Measure Wedding Dresses and Bridal Overskirts are Non-Returnable
  Each bridal gown and overskirt is made to order based on your specific measurements and design preferences. As such, these items are not eligible for return, refund, or exchange under any circumstances. All made-to-measure and custom orders are considered final sale.
• Custom veils and custom accessories such as bridal gloves, sleeves and shawls are not returnable, this is standard in the bridal industry.  The same policy exists for all custom made items.
• Bridal earrings, hairpieces, veils, gloves, sleeves, chokers, or other intimate accessories are non-returnable for hygiene reasons.
• All domestic returned items must be in original packaging with tags attached. Once a tag is removed, an item cannot be returned.
• Any refused or non-deliverable merchandise will incur 100% restocking fee.
• Return postage is at the expense of the buyer. However, we cannot accept any returns for jewellery, gloves or any chokers or headbands for hygiene reasons.
• Bridal separates such as bridal overskirts, veils and capes in standard sizing can only be returned if they arrived damaged (we take detailed photographs of our products before posting them to ensure we can guarantee best quality items with no faults). They can be returned for store credit, or exchange for a different bridal product.
• Sale items including sample sale wedding dresses or sample veils and other accessories are classed as final sale.                                                                              
• Our wedding veils, capes, hair ornaments, chokers and jewellery are hand made especially for you upon order. Because of hygiene reasons, we cannot accept returns or exchanges and all sales are final. 
• Where the returns period has expired, we will be happy to offer an exchange or store credit within 30 days up to the value of your purchase.
  

• Please note that postage costs including domestic and international rushed fees are non-refundable. This is because rushed service and shipping is a service that has already been provided and paid at the time the order was dispatched. Regardless of the outcome of the return or refund, these costs cannot be recovered on our end.

If for any reason you are not satisfied with your standard size bridal gown purchased online, you may return your dress within 14 business days from delivery date. We must receive your return within 7 days for it to be accepted. Please note we charge a flat £50.00 restocking/ cancellation fee per dress, bridal overskirts as well as bridal veils. 

£25.00 restocking/ cancellation fee applies to all returned accessories such as hats, sleeves, gloves and scarves. 

International Orders

• All international orders are final sale and not eligible for return or exchange.

• This applies to both standard-size and custom-made items.

• Due to the custom and handmade nature of our garments and the complexities of international logistics, we cannot accept any returns from outside the UK.

• By placing an international order, you confirm that you understand and agree to these terms.

EU customers: Under EU consumer law, custom-made items are exempt from return rights. By placing an order, you acknowledge that your purchase is made to order and non-returnable.

US customers: Our return policy complies with US regulations, which permit sellers to define return terms for custom-made goods.

All U.S. returns must have duties prepaid. When we ship orders from the UK, we cover all necessary duties and taxes in advance to ensure smooth delivery. To keep the process fair and consistent, we require that customers also prepay duties when sending items back.

If a return is sent without prepaid duties, it will not be accepted by our warehouse, as unpaid fees would be charged to us on arrival. To avoid delays or refused shipments, please make sure duties are paid in full before sending your return.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unaltered, or unused, with tags, and in its original packaging. 

We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and/or the damage caused to the product is clearly due to misuse and/ or tear and wear caused by the customer.

Fair Use 

Where we suspect fraudulent activity and/or we notice unusual or suspicious activity with your account, we might have to withhold issuing a refund and block your account and any associated accounts.

Such activity includes but is not limited to: claims relating to orders not being received, items missing, items being faulty and also ordering and returning multiple bridal dresses at once. If we suspect someone isn't just trying their items on, but wearing them for longer periods, then returning them - we will have the right to withhold issuing a refund and block your account. 

Please note: we reserve the right to take legal action against you if the items you return don't match what you ordered. We also reserve the right to blacklist any account where we suspect any fraudulent activity or breach of contract. 

You are responsible for any and all costs associated with the return of the product, and for any damage that occurs to the product while the product is in transit to us.

Where the product is returned in perfect condition, as described herein, we will refund the amount you paid for the returned product excluding the 25% restocking fee and original posting fees. 

To start a return, you can contact us at hello@velobianco.com. If your return is accepted, we’ll send you all instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Custom Made to Order Purchase Items

If you would like us to custom make a garment for you, we will liaise with you to confirm the design, size, material and price. Once the specification has been approved, we will produce the garment for you. It is important that you understand that, provided we have followed the specifications agreed between you and us, the garment cannot be rejected or returned and is classed as final sale. Further, since the garment will have been made bespoke to your requirements, the usual consumer legislation does not apply. This means that, unless the garment is faulty or not the design you ordered, you are not entitled to return the product because you change your mind.

Once the tailoring process has started, we cannot cancel your order.

We make dresses closest to the measurements provided by the bride and we also allow a tailors inch in the seams in case you wish to alter the dress locally. If you choose to do the measurements by your own or by other tailors, Velo Bianco cannot guarantee the perfect fit of your garments. In some cases, alterations are required and we judge that the measurements were correctly done according to our standards. This means that in case you change your mind on the fitting, or want something that differs from the standard, or have lost/ gained some weight since measurements, we will not be responsible for the fit of the dress.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All of our items are thoroughly inspected, photographed and quality checked before we package them.

Exceptions / non-returnable items
Certain types of items cannot be returned, like made to measure bridal gowns & separates, custom products (such as made to measure or custom wedding overskirts, capes, veils & dresses), and intimate wear (such as lingerie, gloves, robes and shape-wear). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we also cannot accept returns on sale items including sample sale wedding dresses, international orders or gift cards.

Exchanges
Please contact hello@velobianco.com to arrange an exchange.

Refunds Process

We only accept returns within 14 days of your order being delivered or made available for collection. In this case, your refund will be issued to your original payment method. In case of a late return after 14 days we may issue a gift voucher or a credit note for the refunded amount instead of refunding you to your original payment method.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back to us, please ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate them (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Restocking Fee

Please keep in mind that all of our wedding dresses are made to order to help reduce environmental waste. Because of this a £50.00 restocking fee will be applied to return of bridal gowns, wedding veils and other bridal separates as well as a wedding dress cancellation request. 

The £50.00 fee will be automatically deducted from your refund. 

Cancellations

The following is our detailed cancellation window & refund policy for bridal items:

Cancellation Windows	Refund Policy
Within 24 hours of order confirmation	Full refund of the price paid for the items + shipping fee + shipping protection (If selected)
Up to 72 hours after order confirmation	80% refund of the price paid for the items + shipping fee + shipping protection (If selected)
72-120 hours after order confirmation	50% refund of the price paid for the items + shipping fee + shipping protection (If selected)
>120 hours after order confirmation	Refund of shipping fee and 50% refund

 

Once your order is shipped, it cannot be cancelled.

If you want to cancel your order, please email us on info@velobianco.com and request cancellation. Or you can contact our customer service chat for help. 

WEDDING DRESSES

Return Guidelines for Bridal Gowns & Wedding Dresses

If we do not hear from you within 24 hours of signing for your wedding dress or accessories, we will consider it satisfactory and no refunds/returns will be accepted. All sales are final after 24 hours unless a return confirmation email has been issued by us.

All Refunds will be processed within 7 business days of receiving your return.

To qualify for a refund, all dresses/gowns must be received in the original condition as shipped. There must be no signs of wear, tear, stains, alterations or damage. All returned items must be in original packaging with tags attached. Once a tag is removed an item cannot be returned. After your dress or accessories passes our inspection, we will issue a refund for the original purchase price of the dress minus any discounts, shipping/customs charges and a £50.00 restocking fee per dress or accessories. All refunds will be processed through the original form of payment. Refunds will not be given for items refused/returned to sender or marked un-deliverable and are subject to administrative fees in additional to our re-stocking fee. 

Return Guidelines for Dresses with Custom Changes 

We offer a made to measure and customisation service for dresses and design details for an additional fee. Any dresses WITH any changes are not eligible for a refund and are considered final sale at the time of purchase. Delivery dates are estimated and not guaranteed. Rush fees are non-refundable. 

This return/exchange policy only applies to purchases made directly through VeloBianco.com

Please refer to the individual return/exchange policy listed if purchasing on a secondary listing site.

Refused & Uncollected Deliveries

Refunds for the product cost and shipping cost are non-refundable for undelivered packages or refused deliveries. All refused or uncollected deliveries are subject to restocking fee per each item returned to sender. This includes shipments returned to us for non-existent addresses, marked undelivered by the shipping company or un-paid duty and tax assessed by your country’s customs & import office, or confiscated by your country’s customs & import office for lack of payment. 

If a delivery is refused or not collected, the customer will be responsible for return shipping and handling and restocking fees. Original shipping costs are non-refundable.