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 and any custom orders). 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, gloves, 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, birdcage veils for hygiene reasons.
• Sale items including sample sale wedding dresses or sample veils and other accessories are classed as final sale.                                                                              
  
• 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 any order over £300. 

Exchanges

UK Orders Only:
Exchanges for incorrect size selection are subject to the following fees:

• £15.00: Scarves, sleeves, chokers and gloves

• £25.00: Hats, veils and other medium accessories

• £50.00: Wedding dresses and bridal skirts

The exchange fee covers the return QR code and postage of the replacement item.

Exchanges due to an incorrect item being supplied or a product fault will be processed at no additional cost.

International Orders & Returns

We accept returns on eligible international orders, subject to the conditions below.

Return Shipping & Customs

International customers are responsible for arranging and paying all return shipping costs.

We strongly recommend using a tracked and insured service, as we cannot be responsible for returned items until they have been received by us.

All international returns must be clearly declared as “RETURNED GOODS” on the courier and customs documentation. This is important to prevent import duties and taxes from being charged again when the goods are returned to the UK.

Customers are responsible for completing all customs documentation accurately. If a return is not correctly declared as “RETURNED GOODS” and we incur import duties, taxes, customs clearance fees or other charges as a result, the customer will be responsible for those charges. Where permitted by law, these costs may be deducted from the refund.

Restocking Fees

Restocking fees apply to non-faulty international returns, including where:

• the customer has ordered the wrong size;

• the item does not fit as expected due to incorrect size chosen;

• the customer has changed their mind; or

• the customer wishes to return an otherwise non-faulty item.

The following restocking fees apply:

• Small accessories — £25: including gloves, scarves, capes and similar items.

• Large accessories and garments — £50: including hats, veils, dresses and similar items.

Where applicable, the restocking fee will be deducted from the customer's refund.

Restocking fees do not apply to items that are faulty, damaged, incorrectly supplied or otherwise do not conform to the order where the customer is exercising their statutory consumer rights.

Hygiene-Sensitive Items

For hygiene reasons, certain intimate or hygiene-sensitive items cannot be returned once their packaging or hygiene seal has been opened, removed or otherwise compromised. This includes chokers, birdcage veils, gloves and other items identified as hygiene-sensitive at the time of purchase.

Where applicable consumer law provides a right to return an item despite this policy, the customer's statutory rights will apply.

Condition of Returns

All returned items must be unworn, unused and unwashed, and must be returned in their original condition with all original tags, packaging and accessories included.

Items showing signs of wear, use, alteration or damage, or containing perfume, make-up, marks, odours or other signs of handling beyond what is reasonably necessary to inspect the item, may have an appropriate deduction made from the refund or may not be eligible for a refund, subject to applicable consumer law.

Custom-Made & Personalised Items

Items made to a customer's individual measurements or specifications, or otherwise clearly personalised for them, may not be eligible for cancellation or return where applicable consumer law provides an exemption for customised or personalised goods.

An item being described as “made to order” does not, by itself, remove any statutory cancellation or return rights the customer may have.

Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged, incorrectly supplied or otherwise does not conform to the order, please contact us before returning it so that we can provide the appropriate return instructions.

Return shipping costs and restocking fees applicable to ordinary non-faulty returns will not be charged where we are legally responsible for the return.

Your Statutory Rights

Nothing in this Returns Policy is intended to exclude, restrict or limit any rights available to you under applicable consumer law.

Where applicable consumer law gives you cancellation, return, refund or other rights that are more favourable than the terms of this policy, those statutory rights will take precedence.

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

Restocking fees apply to non-faulty international returns, including where:

• the customer has ordered the wrong size;

• the item does not fit as expected;

• the customer has changed their mind; or

• the customer wishes to return an otherwise non-faulty item.

The following restocking fees apply:

• Small accessories — £25: including gloves, scarves, capes and similar items.

• Large accessories and garments — £50: including hats, veils, dresses and similar items.

Where applicable, the restocking fee will be deducted from the customer's 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.