Cancelling an order

Before the courier, it is easy

Free until the parcel is handed over, and nothing is deducted if you are in time.

Before dispatchfree while we are still packing, which is 1–3 business days, and nothing is withheld
After dispatcheither refuse delivery or take it and start a return
Money back5 to 7 business days from cancellation, paid back to source

Cancelling before dispatch

Tell experience@vellarostudio.shop the order number and that you want it cancelled. We take it off the bench and refund in full.

There is not much time, 1–3 business days, between your order and the hand-over. After that the return route takes over.

After the parcel has left

Once the courier has scanned the parcel in we cannot recall it. You have two options: refuse the delivery at your door, or accept it and start a return under our Refund and Returns Policy.

If we have to cancel

We do cancel occasionally, for damaged stock, a pricing error or an unreachable PIN code. Notice comes the same working day, with a full refund of anything paid.

Refund after cancellation

Expect a prepaid refund within 5 to 7 business days and allow your bank a further working day. Cancelling a Cash on Delivery order before dispatch involves no money at all.

We charge nothing for a cancellation, from either side, in any circumstance.