Refund policy
At Veloura, we want you to feel confident shopping with us. If something isn’t quite right with your order, we’re here to help.
30-Day Returns
We accept eligible returns requested within 30 days of delivery.
To qualify for a return, your item must be:
- Unworn and unused
- Unwashed
- In its original condition
- Free from stains, odors, makeup, pet hair, or other signs of wear
- Returned with original tags and packaging where applicable
For hygiene reasons, certain intimate or personal-wear products may not be eligible for return once opened, tried on without a protective barrier, or worn. This may include certain hosiery, tights, socks, underwear, or similar items where applicable.
To request a return, please contact our customer support team before sending anything back. Returns sent without prior authorization may not be accepted.
Veloura 30-Day Money-Back Guarantee
We offer a 30-Day Money-Back Guarantee for first-time Veloura customers on their first qualifying order.
We created this guarantee to give new customers added confidence when trying Veloura for the first time.
If you are a first-time customer and are not satisfied with your qualifying first purchase, contact us within 30 days of delivery and our support team will review your request.
The guarantee applies once per customer and may not apply to repeated purchases, suspected abuse, excessive return activity, fraudulent orders, or purchases made contrary to the terms of a promotion.
This guarantee does not limit any statutory consumer rights that may apply to you under applicable law.
Return Shipping
Unless your item arrived damaged, defective, or incorrect, customers are generally responsible for the cost of return shipping.
Original shipping charges, if any, are non-refundable unless required by law or the return is due to an error on our part.
We strongly recommend using a trackable shipping service when returning an item. Veloura cannot be responsible for returns lost in transit before they reach the designated return facility.
Please do not return an order to the address shown on the original shipping parcel unless our support team specifically instructs you to do so. The correct return address will be provided after your return request is approved. We will provide shipping label to send back to us. When its in transit, we will give you all your money back.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible and include:
- Your order number
- A brief description of the issue
- Clear photographs or video showing the item and issue
Once verified, we will work with you toward an appropriate replacement, refund, or other resolution.
Sizing and Fit
Please review the product description and available sizing information before ordering.
If you selected the wrong size, you may request a return within the eligible return period, provided the item meets our return conditions.
Exchanges
If you need a different size, color, or style, contact our support team. Where direct exchanges are unavailable, the fastest option may be to return the eligible item and place a new order.
Refunds
Once your approved return has been received and inspected, we will notify you of the outcome.
Approved refunds are issued to your original payment method.
After a refund has been processed by Veloura, your bank or payment provider may require additional time to post the funds to your account.
Order Cancellations
We process orders quickly so that we can dispatch them as soon as possible.
If you need to cancel or modify an order, contact us immediately. We will do our best to assist, but we cannot guarantee changes or cancellations once an order has entered processing or has been fulfilled.
Final Sale Items
Products clearly marked Final Sale at the time of purchase are generally not eligible for change-of-mind returns, except where the item is defective, incorrect, or applicable law gives you additional rights.
Promotional and Bundle Purchases
If an order contains a promotional bundle, free product, Buy X Get Y offer, or similar promotion, all relevant items may need to be returned in order to receive a full refund.
If only part of a promotional bundle is returned, the value of retained promotional or free items may be deducted from the refund where permitted.
Contact Us
For return or refund assistance, please contact:
Veloura Customer Care
Email:Â velouracare.support@gmail.com
Website: velourawearstore.com
Please include your order number when contacting us.
Shopify itself recommends clearly communicating return timeframes, conditions, and who pays return shipping, particularly for international orders.