Returns & Refunds

Velora Nordic Return Policy
At Velora Nordic, customer satisfaction is our priority. We are confident in the quality of our books and want every child to have the opportunity to benefit from them. If for any reason you are not completely satisfied, please contact us within 30 days of receiving your order at murphy@velora-norden.store. To make the process as smooth as possible, please include your name and order number in your email.

Once we have received the returned item, we will inspect it within 2 business days. If the book is in perfect condition, we will process the refund promptly.

Please make sure to include a note with your order number and the email address associated with your account inside the return parcel. Returns are only accepted after prior agreement with our customer service team.

If a parcel is refused by the customer or not collected from a pickup point within the required timeframe despite a courier notification, no refund will be issued. Pickup points only hold parcels for a limited period — after which the parcel is tracked as "return to sender" or destroyed, without a return being arranged at our expense.

Cancelled Orders
Orders can only be cancelled within 60 minutes of purchase. After this period, the order is typically already in our shipping system and cancellation can no longer be guaranteed. We therefore recommend contacting us as quickly as possible at murphy@velora-norden.store if needed.

If the shipment is already in the shipping system, we ask that you accept the delivery and then return it to our return address after consulting our support team. If a parcel is refused or not accepted by the customer, it will be destroyed by the courier and a refund will not be possible in this case.

How Do I Return an Item?
After submitting your return request, you will receive an email from us with all the necessary instructions for returning your item. Please do not send the item back without first consulting our team.

Please note that return shipping costs are the responsibility of the customer. We do not provide return labels. To secure your refund, the use of a trackable shipping service with a tracking number is mandatory. Please share the tracking number with us promptly after dispatch — without proof of shipment, we cannot guarantee a refund in the event that the return is lost.

Once the tracking status of your return shows "Delivered", we will process your refund within 1–2 business days. If you have not heard from us within 48 hours of delivery, please contact us again so we can assist you promptly.

Damaged Items
We pack our books carefully to prevent damage during transit. An item is considered damaged if it has a defect or is physically damaged. Minor signs of wear on the packaging that occurred during transport — such as slightly dented boxes where the book itself is in perfect condition — do not constitute damage.

If your item arrives damaged, please notify us within 72 hours of delivery at murphy@velora-norden.store and include a clear photo of the damage. We will then assess whether a free replacement is warranted. Damage caused by normal use or mishandling is excluded from this policy.

Incorrect or Incomplete Delivery Address
It is the customer's responsibility to provide the correct delivery address during checkout. If an incorrect address is not reported to us within 24 hours of placing the order, no claim for re-shipment or refund can be made. In the case of an incomplete or incorrect address, the carrier will mark the order as "return to sender" and destroy the parcel, as return shipping costs are not covered by the courier.

Lost or Stolen Parcels
If your parcel has been lost or stolen in transit, we recommend contacting the shipping carrier directly to report the incident. Velora Nordic does not accept liability for parcels that are lost, stolen, or delayed by the courier, as these circumstances are outside of our control.

We reserve the right to modify this return policy at any time. Thank you for choosing Velora Nordic. We look forward to opening new worlds for children through our books and supporting their development.