Refund policy
SHOVELLE — RETURN & REFUND POLICY
We want you to love your Shovelle piece. Please read this policy carefully before purchasing.
Our return window We accept returns within 14 days of delivery, strictly limited to items that arrive damaged, defective, or incorrect. Change of mind, buyer's remorse, or unwanted gifts do not qualify for a return or refund. This is our standard policy and applies to all orders unless EU consumer law applies to you (see below).
Eligibility To be eligible for a return, your item must be unused, unworn, in its original packaging, and accompanied by proof of purchase. Items showing signs of use will not be accepted.
How to request a return Contact us at sup@shovelle.co.uk within 14 days of receiving your order. Include your order number and clear photographic evidence of the damage or defect. We will assess your request and respond within 3 business days. Do not send items back without prior written approval — unapproved returns will be refused and returned at your expense.
If approved, send your item to: Velvetier GmbH, Georgenstr. 26, 80799 Munich, Germany. Return shipping costs are your responsibility unless the item is confirmed defective or incorrect.
Non-returnable items We do not accept returns on sale items, gift cards, or any item not meeting the damage/defect criteria above.
European Union customers If your order is shipped to an EU address, you have the right under EU consumer law to cancel your order within 14 days of receipt for any reason. Your item must be returned unused, unworn, with tags, in original packaging, with proof of purchase. Return shipping is at your cost. Contact us at sup@shovelle.co.uk to initiate a cancellation.
Refunds Once we receive and inspect your return, we will notify you of the outcome within 3 business days. Approved refunds are processed to your original payment method within 10 business days. Processing times vary by bank or card provider. If 15 business days have passed since approval without a refund, contact us at sup@shovelle.co.uk.