Terms & Conditions

1. About Us

Verella is a UK-based fashion brand. These terms and conditions govern your use of our website and the purchase of products from us. By placing an order, you agree to these terms.

For any queries, please contact us at info@verella.co.uk.

2. Age Restriction

You must be 18 years or older to place an order on our website. By placing an order, you confirm that you are at least 18 years of age. This is a requirement for all purchases, including those made using Klarna and Clearpay.

3. Orders & Pricing

All prices are listed in GBP (£) and include VAT where applicable. We reserve the right to amend prices at any time, but changes will not affect orders already placed.

Once you place an order, you will receive an email confirmation. This does not guarantee acceptance. We reserve the right to cancel or refuse any order (for example, due to stock availability or pricing errors). If we cancel your order, you will receive a full refund.

4. Payment Methods

We accept all major credit and debit cards, as well as Klarna and Clearpay. Buy now, pay later options are subject to the terms and conditions of the respective provider. By using these services, you agree to their terms, which can be found on their websites:

• Klarna Terms
• Clearpay Terms

Verella is not responsible for any fees, charges, or issues arising from the use of third-party payment providers. For more information about our buy-now-pay-later options, see our Klarna & Clearpay page.

5. Shipping & Delivery

We aim to dispatch all orders within 1–3 working days. For full delivery options and costs, please see our Shipping Policy page.

UK Delivery: Available via Royal Mail 48hr and Evri 48hr at £4.50.

International Delivery: Available to Europe, USA, and Rest of World at £25.00. International delivery times are estimates only.

Restricted Countries: We are currently unable to ship to Russia, Serbia, Brazil, Iran, or Israel.

Verella is not responsible for delays caused by the courier, customs processing, or local postal services. Once a parcel has been handed to the courier, Verella is not liable for parcels lost, stolen, or damaged in transit.

International Orders: Customs, Duties & Import Fees

Orders shipped outside the United Kingdom may be subject to customs duties, import taxes, and other fees imposed by the destination country. All such charges are the customer's responsibility and are not included in our product prices or shipping fees. Verella does not cover these fees. If a parcel is returned to us due to unpaid customs charges, refused delivery, or failure to collect, the original shipping fee and any return costs will not be refunded.

6. Returns & Refunds

You may return items for a full refund (minus original delivery fees) within 30 days of receiving your order. We do not offer exchanges or store credit.

All products are quality control checked prior to dispatch. Returned items must be unworn, in original condition with all tags and swing tags attached, returned in the original zip lock bag, and free from washing detergent smells, fake tan, perfume, deodorant, makeup, or any marks. Hygiene stickers must remain intact on swimwear bottoms.

Return shipping is the customer's responsibility. International customers are responsible for all return shipping costs including any customs fees. Refunds for international orders will be issued in GBP (£).

Refunds will be processed within 14 days of us receiving the returned item(s). Original delivery fees are non-refundable. See our full Returns Policy for details.

7. Cancellation Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. Contact us at info@verella.co.uk with your order number.

8. Order Limits

Verella reserves the right to limit the quantity of items purchased per customer or per order to ensure fair access.

9. Product Descriptions & Imagery

We make every effort to ensure accuracy. Slight variations may occur due to screen settings and photography. This does not affect your statutory rights.

10. Intellectual Property

All content on the Verella website is the property of Verella and protected by UK intellectual property laws. You may not reproduce, distribute, or use any content without written permission.

11. Fraud Prevention

Verella reserves the right to cancel any order where we suspect fraudulent activity, including but not limited to: use of stolen payment details, mismatched billing and shipping addresses, or suspicious order patterns. If an order is cancelled for this reason, a full refund will be issued to the original payment method.

12. Promotional Offers & Discount Codes

Discount codes and promotional offers are subject to specific terms and conditions, which will be communicated at the time of the offer. Unless otherwise stated:

• Discount codes cannot be combined with other offers.
• Codes are single-use and cannot be applied retrospectively.
• Verella reserves the right to withdraw or amend any promotion at any time without prior notice.

13. Limitation of Liability

Verella shall not be liable for any indirect, incidental, or consequential loss arising from the use of our website or products, except where such liability cannot be excluded by law.

Nothing in these terms affects your statutory rights as a consumer under UK law.

14. Force Majeure

Verella shall not be held liable for any delay or failure to perform our obligations where such delay or failure results from circumstances beyond our reasonable control, including but not limited to: natural disasters, pandemics, government actions, strikes, postal delays, courier disruptions, supplier issues, or technical failures.

15. Website Availability

We make every effort to ensure our website is available at all times. However, we do not guarantee uninterrupted access and shall not be liable for any downtime, whether planned or unplanned. We reserve the right to suspend or restrict access to the website for maintenance, updates, or any other reason without prior notice.

16. Privacy & Data Protection

We are committed to protecting your personal data. For full details on how we collect, use, and store your information, please see our Privacy Policy.

Verella is registered with the Information Commissioner's Office (ICO).

17. Complaints

If you are not entirely happy with your recent experience, please raise a complaint by contacting our customer service team at info@verella.co.uk.

We aim to resolve your complaint as quickly as possible. If we are able to resolve your complaint within 14 days, we will send you a final response detailing our resolution. If we are unable to provide you with a final response within this timeframe, we will contact you to explain the reason for the delay and when you can expect to receive our final response.

Financial Ombudsman Service

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. You must do so within six months of the date of the final response or 8-week holding letter. Further information and contact details can be found at www.financial-ombudsman.org.uk.

18. Dispute Resolution

If a dispute arises that we are unable to resolve directly, you may refer the matter to an alternative dispute resolution provider. You can also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/odr.

19. Defamation & Online Conduct

We welcome honest feedback and are committed to resolving any concerns through our complaints procedure. However, we reserve the right to take legal action against any individual who publishes false, misleading, or defamatory statements about Verella, its products, or its team, whether on social media, review platforms, or any other public forum.

If you have a concern or complaint, we encourage you to contact us directly at info@verella.co.uk so we can work to resolve the matter before it is made public.