Refund Policy
Refund
Policy
Clear guidance for return and refund questions relating to Velloura clothing, bags and accessories. Contact customer care before sending an item back.
A considered process from request to resolution.
Return and refund requests can depend on the order, product condition and circumstances involved. Contact Velloura first so the request can be reviewed correctly.
Keep the item together.
Keep the product and any relevant tags, packaging or included components available while your request is being considered.
Contact Velloura first.
Reach customer care with enough order information to identify the purchase and understand why you are requesting a return or refund.
Wait for review.
Do not assume that a request is approved until the relevant order information and circumstances have been reviewed.
Item Condition
Products connected with a return request should be kept in a condition suitable for review. Product-specific circumstances may affect whether a return can be accepted.
- Keep tags and included components with the item where applicable.
- Avoid washing, altering or damaging an item while a return request is unresolved.
- Store bags and accessories carefully so their condition can be assessed clearly.
Order Information
Velloura may need information that allows the relevant purchase and item to be identified. Include the order details available to you when contacting customer care.
- Include the order number when available.
- Clearly identify the product connected with the request.
- Explain the reason for contacting Velloura as clearly as possible.
Return Eligibility
A universal return window or universal item eligibility rule is not stated here. Contact Velloura for guidance about the specific order and item rather than assuming that every product follows the same conditions.
- Eligibility can depend on the item and its condition.
- Some circumstances may require additional review.
- Wait for return guidance before sending an item back.
Refund Review
If a return is accepted, the appropriate refund outcome can be determined after review. The time taken for a completed reimbursement to appear can also depend on the payment process involved.
- Review takes place before a refund outcome is confirmed.
- Refund handling can depend on the payment process connected with the order.
- Contact Velloura if a completed refund remains unclear.
Keep every piece ready for a clear review.
Clothing, bags and accessories can require different handling. Keeping each item carefully stored while a request is reviewed helps preserve the condition in which it can be assessed.
Keep the piece in reviewable condition until customer care confirms the next step.
Three steps before sending anything back.
Starting with customer care helps the return request remain connected with the correct order and item.
Contact Velloura.
Provide the relevant order details, identify the item and explain the reason for the request.
Receive guidance.
Wait for the appropriate instructions before arranging a return. This helps avoid sending an item without the information required for review.
Review & resolution.
The request can move toward its final outcome after the relevant information and item circumstances have been assessed.
Something arrived differently than expected?
Keep the item and relevant packaging available while you contact Velloura with clear information about the issue.
Keep the item available.
If an item appears damaged when received, contact Velloura before using or altering it. Clear photographs may help customer care understand the issue.
Compare it with your order.
If the product received does not appear to match what was ordered, provide the relevant order information and details of what arrived.
Review the order details.
If you believe something is missing, compare the received items with the order information and contact Velloura with the details.
Keep clothing reviewable.
If clothing or a wearable accessory does not suit your needs, keep it in suitable condition while contacting Velloura for current return guidance.
Guidance
Contact Velloura before returning an order.
Sending an item back without first receiving guidance can make it harder to identify the request and understand what action is needed.
Velloura's confirmed 3–5 business day timeframe refers to order processing before shipment. It should not be interpreted as a return or refund processing timeframe.
Before you send it back.
Need help with a return or refund?
Contact Velloura with the relevant order and product details before arranging a return.