Refund policy

LAST UPDATED: FEBRUARY 26, 2026

Overview

At Delveno, we want you to be satisfied with your purchase. If something isn't right, you may request a return or refund in accordance with the policy outlined below. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

This Return & Refund Policy applies to all orders placed through our store, including customers in the United States and the United Kingdom.

Return window

You have 14 days from the date of delivery to request a return. Return requests submitted after this window will not be accepted.

To be eligible for a return, items must be:

  • In original condition with all tags attached
  • Unworn, unwashed, and free of any scents (perfume, smoke, body odor)
  • Free of marks, including makeup, tan stains, deodorant, or pet hair
  • Returned in the original packaging

How to start a return

  1. Email hello@delveno.com with your order number and reason for return.
  2. Once approved, you will receive the official return address and instructions.
  3. Ship the item using a tracked service and share the tracking number with us by email.
  4. Do not send items back before receiving written approval — returns sent without prior authorization will not be accepted.

International return address

To ensure consistent quality inspection, all returns must be shipped to our central processing facility in Belgium, Europe.

  • Shipping costs: The customer is responsible for all return shipping charges.
  • No prepaid labels: Delveno does not provide prepaid return labels for change of mind returns.
  • Customs declaration: You must mark the parcel clearly as "Returned Goods". If a parcel is refused by customs due to incorrect documentation, any resulting costs are the customer's responsibility.
  • Duties & fees: Any customs duties, import taxes, or carrier processing fees charged to Delveno upon the arrival of your return will be deducted from your final refund amount.
  • Tracking mandatory: Delveno is not responsible for returns that are lost, damaged, or undelivered during transit.

We recommend checking international shipping rates with your local carrier (e.g. USPS, UPS, or DHL in the USA; Royal Mail or Evri in the UK) before initiating a return, as costs can be significant.

Inspection & refunds

Every return undergoes a manual inspection upon arrival. Items that do not meet our return conditions will be deemed non-resaleable. In such cases, no refund will be issued and the item will not be returned to you.

For approved returns, your refund will be processed within 14 days and issued to the original payment method. It may take additional time for your bank or payment provider to reflect the refund.

Partial refunds: In some cases, we may offer a partial refund as an alternative to a physical return - for example, to avoid the cost and inconvenience of international shipping. Contact us to discuss your situation.

Original shipping costs and return shipping fees are non-refundable.

Damaged, defective, or incorrect items

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us at hello@delveno.com within 7 days of delivery.

To process your claim, please provide:

  • Your order number
  • Clear photos of the defect or incorrect item
  • A photo of the shipping label and packaging

Our standard remedy is to send a replacement at no cost to you. If a replacement is not possible or suitable, we will work with you to find an appropriate alternative solution.

Items found to be intentionally damaged to circumvent return shipping costs will not be eligible for a refund. All claims are verified against our pre-shipment records.

Non-returnable items

The following are not eligible for return:

  • Personalized or custom-made products
  • Items that cannot be returned for hygiene or safety reasons once opened or used
  • Any item marked as non-returnable on the product page
  • Returns sent without prior written approval
  • Returns sent to any address other than our designated facility

Exchanges

We do not offer automatic exchanges. In some cases, we may offer an exchange for a different size - contact us to discuss your situation. If your original item is eligible for return, you can request that separately.

Chargebacks & disputes

We encourage you to contact our support team first to resolve any concerns. Initiating a chargeback without prior communication is a violation of our terms of service. We contest all unjustified disputes by providing evidence of this policy and proof of delivery.

Contact

Store name: Delveno
Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: hello@delveno.com

Customer Support Hours:
Monday to Friday: 9:00 AM – 5:00 PM (GMT)

We aim to respond to all emails within 24 hours on business days.