Refund Policy
Velloura Customer Care
Refund Policy.
Clear guidance for returns and refunds
We want every Velloura order to be considered with care, from the pieces you choose to the support you receive afterward.
This page explains the general process for return and refund requests, including item condition, order issues, review and reimbursement.
01 / At a glance
A considered process from request to resolution.
01
Review your item.
Before requesting a return, make sure the item is in appropriate return condition and that all parts, accessories and original packaging connected to the product are kept together where applicable.
02
Contact Velloura first.
Contact our team before sending an item back. Include enough order information for us to identify the purchase and understand the reason for your request.
03
Wait for review.
Return and refund requests are reviewed based on the order, item condition and circumstances of the request. A refund is not considered complete until the request has been reviewed and approved.
01
Return condition
Items submitted for return should be kept in a condition suitable for review. Clothing and wearable accessories should not show signs of wear beyond what is reasonably necessary to inspect the item.
- Keep product tags, packaging and included accessories with the item where applicable.
- Avoid washing, altering, damaging or extensively wearing clothing before a return request is resolved.
- Bags and accessories should be returned with included components that formed part of the original item.
02
Proof of purchase
We may need information that allows us to identify and review your purchase. When contacting Velloura, provide the order information available to you together with the email address used for the order.
- Include your order number when available.
- Clearly identify the product connected to your request.
- Explain whether the request concerns fit, condition, damage, an incorrect item or another order issue.
03
Items requiring additional review
Certain return requests may require closer review because of the product type, item condition or circumstances of the order. Contact Velloura before returning any item if you are uncertain whether your request can be accepted.
- Products showing wear, alteration, damage or missing components may require additional assessment.
- Items that cannot reasonably be returned in their original condition may not qualify for a standard return.
- Approval should be confirmed before an item is sent back.
04
Refund review
When an eligible return is received and reviewed, Velloura can determine the appropriate refund outcome based on the accepted return. Processing by your bank or payment provider may take additional time after a refund has been issued.
- Refund review begins after the relevant return information and item have been assessed.
- Any approved reimbursement is handled through the appropriate payment process connected with the order where possible.
- Financial institutions may display the completed refund on a different timeline from Velloura's internal processing.
03 / Return process
Three clear steps before sending anything back.
STEP 01
Contact our team.
Reach Velloura with your order details, the item involved and the reason for the return or refund request. If the item arrived with a visible issue, include clear supporting information.
STEP 02
Receive return guidance.
Wait for the relevant instructions before sending the item. This helps ensure your return can be correctly identified and reviewed when it reaches the appropriate destination.
STEP 03
Review and resolution.
Once the return has been received and assessed, the request can move to its final resolution. If a refund is approved, the reimbursement process can then begin.
01
Damaged items
If an item appears damaged when received, contact Velloura and keep the item and packaging available for review. Clear photographs of the product and packaging can help our team understand the issue.
02
Incorrect items
If the product received does not match the item ordered, contact our team with your order information and details of what arrived. Avoid using or altering the item while the request is being reviewed.
03
Missing items
If you believe part of your order is missing, compare the items received with your order information and contact Velloura with the details. Keep the original packaging until the review is complete.
04
Fit or preference concerns
For clothing or wearable accessories that do not fit as expected, keep the item in suitable return condition and contact Velloura before sending it back. Our Size Guide can help with future product selection, while individual product information remains the most relevant reference for fit.
Need assistance?
Contact Velloura before returning your order.
Returning an item without first contacting our team can make it more difficult to identify and review your request. Please reach out with your order details before arranging a return.
Velloura order processing generally takes 3–5 business days. This processing period refers to preparing an order before shipment and is separate from return, delivery or refund processing.
05 / Common questions
Before you send it back.
Need help with an order?
Contact Velloura with your order information and a clear description of your request. Our team can review the details and provide the appropriate next step.