Return & Refund Policy

Last updated: April 15, 2026

Please read this Return & Refund Policy carefully before placing an order. By completing a purchase on this website, you confirm that you have read, understood, and accepted the terms set out below.

This website is operated by:

Ruby Rise Ltd
Dept 5394, 196 High Road
Wood Green, London
United Kingdom, N22 8HH
Email: contact@shadowvelora.com

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1. Nature of Our Products & Supply Chain

Shadow Velora is a fashion brand specialising exclusively in dresses. Our products are sourced internationally and shipped directly from our supply partners. Due to the nature of our supply chain, items are fulfilled on a per-order basis, which means that once an order is placed and processed, it cannot be modified, cancelled, or redirected.

Each product page includes a detailed size guide with body measurements. It is the customer's responsibility to consult the size guide and select the correct size before purchasing. Shadow Velora cannot be held responsible for orders placed with an incorrect size selection.

2. No Returns for Change of Mind or Sizing

Due to the nature of our supply chain and fulfilment process, Shadow Velora does not accept returns or exchanges for the following reasons:

• change of mind
• incorrect size ordered by the customer
• personal preference regarding style, colour, or fit
• the item not meeting subjective expectations

By placing an order, the customer explicitly acknowledges and accepts that these reasons do not constitute valid grounds for a return, refund, or exchange.

3. Your Statutory Rights (UK & EU Customers)

Nothing in this policy is intended to limit or exclude any statutory rights you may have under applicable law. If you are located in the United Kingdom or the European Union, you may have rights under the Consumer Contracts Regulations 2013 (UK) or Directive 2011/83/EU (EU).

However, please note that certain categories of goods are exempt from the standard right of cancellation, including items that have been clearly personalised or made to specification. Where applicable, Shadow Velora will comply with its legal obligations.

For enquiries regarding your statutory rights, please contact us at shadowvelora@gmail.com.

4. Accepted Grounds for Return

Shadow Velora will review return requests only in the following circumstances:

• the item received is materially defective (manufacturing fault, structural damage)
• the item was damaged in transit
• the item received is incorrect (wrong style, wrong colour, wrong item entirely)

Requests must be submitted within 14 days of confirmed delivery. Any claim submitted after this deadline will not be accepted.

Minor variations in colour between product photography and the received item, due to screen calibration differences, do not constitute a valid defect.

5. How to Submit a Return Request

To initiate a valid return request, the customer must send an email to shadowvelora@gmail.com within 14 days of delivery, including:

• full name and email address used for the order
• order number
• a clear written description of the issue
• a minimum of three (3) clear photographs showing the defect, damage, or incorrect item, including the item label and packaging

Incomplete requests will not be processed. Shadow Velora reserves the right to request additional evidence before making a decision.

6. Return Authorization

No item may be returned without prior written authorization from Shadow Velora. Unauthorized returns will be refused upon arrival and will not be eligible for a refund.

Authorization does not guarantee a refund. The final decision is made upon inspection of the returned item.

7. Condition of Returned Items

To be eligible for a refund or replacement, returned items must be:

• unworn and unwashed
• in their original condition, with no signs of use
• returned with all original packaging and components
• returned within 7 days of return authorization

Shadow Velora reserves the right to reject any return that does not meet these conditions. In such cases, the item will be returned to the customer at their expense.

8. Return Shipping

Return shipping costs are the sole responsibility of the customer. Shadow Velora does not provide prepaid return labels.

The customer is responsible for selecting a carrier and covering all associated shipping fees. We strongly recommend using a tracked and insured shipping service. Shadow Velora accepts no liability for parcels lost or damaged during return transit.

9. Return Address

The return address is communicated only after written authorization has been granted. Returns sent to any other address will not be processed or refunded.

Returns may be processed through our international logistics facility located in China. By placing an order, the customer acknowledges and accepts this condition.

10. Resolution Options

If a return is approved following inspection, Shadow Velora may offer one of the following resolutions at its discretion:

• a full replacement of the item
• a partial refund reflecting the nature of the defect
• a full refund to the original payment method

Shadow Velora reserves the right to determine the most appropriate resolution on a case-by-case basis.

11. Refund Processing

Approved refunds are issued to the original payment method only. Shadow Velora does not issue refunds to a different account, card, or third party.

Refunds are processed within 5 to 10 business days of approval. Processing times may vary depending on the customer's bank or payment provider. Shadow Velora is not responsible for delays caused by the payment provider.

12. Non-Refundable Amounts

The following are non-refundable under all circumstances:

• original shipping and handling fees
• return shipping costs paid by the customer
• customs duties, taxes, or import fees
• reshipping fees for unclaimed or refused packages

13. Unclaimed, Refused, or Undeliverable Packages

If a package is returned to us due to an incorrect shipping address provided by the customer, refusal at delivery, or failure to collect the parcel within the carrier's holding period, the customer will be responsible for covering reshipping costs. Shadow Velora will not issue a refund for the original order in such cases.

14. Chargebacks & Payment Disputes

Customers are required to contact Shadow Velora directly and allow a reasonable resolution period before initiating any chargeback or payment dispute with their bank or card provider.

In the event of a chargeback, Shadow Velora will submit all relevant documentation to the payment provider as evidence, including but not limited to:

• order confirmation and itemised receipt
• delivery confirmation and tracking records
• customer communication history
• evidence of policy acceptance at checkout
• photographs and inspection records where applicable

Customers who initiate unjustified chargebacks may be permanently banned from placing future orders with Shadow Velora.

15. Fraudulent Claims & Policy Abuse

Shadow Velora takes fraudulent return claims seriously. Any customer found to have submitted false claims, manipulated photographs, or abused the return process will have their request permanently refused and may be reported to the relevant authorities.

Shadow Velora reserves the right to refuse service to any customer who has previously abused this policy.

16. Modifications to This Policy

Shadow Velora reserves the right to update or modify this Return & Refund Policy at any time without prior notice. The version published on the website at the time of purchase is the version that applies to that order.

17. Contact

For any questions regarding this policy, please contact:

Shadow Velora — Customer Support
Email: shadowvelora@gmail.com
Response time: within 24–48 business hours