Returns & Exchanges
Clear guidance when something is not quite right.
If you need help with a Velloura order, customer care can review the relevant item and order details and provide guidance for a return, exchange or order issue.
Anything Back
Contact Velloura before returning an item. Customer care can review the order and confirm the appropriate next step for your request.
Do not assume that the general Velloura contact address is a return destination. Use only return instructions that have been provided or confirmed for your specific request.
A simple four-step starting point.
Eligibility and next steps can depend on the individual item and order, so beginning with customer care keeps the process easier to follow.
Review the Item
Keep the item, relevant packaging and included components together while deciding whether you need return or exchange assistance.
Gather Order Details
Have the available order information and product name ready so customer care can identify the purchase clearly.
Contact Velloura
Explain whether you are asking about a return, exchange or an issue with the item that arrived.
Follow the Guidance
If the request can move forward, follow the specific next-step instructions provided for the order.
Keep the piece in a condition that can be reviewed clearly.
While a return or exchange request is being considered, avoid unnecessary wear, washing, alteration or handling that could make the original condition difficult to assess.
- 01 Keep Components Together Retain the item and any relevant packaging or included components.
- 02 Avoid Alteration Avoid modifying or repairing the item before the request has been reviewed.
- 03 Keep Order Information Order details help connect the enquiry with the correct purchase.
Choose the kind of help you need.
Return and exchange requests are reviewed separately. Availability, eligibility and the applicable next step depend on the individual order.
Different pieces can require different handling.
Clothing, bags and accessories differ in construction, packaging and condition considerations. Customer care can review the specific piece rather than applying the same assumption to every category.
- Clothing Item Review
- Bags Item Review
- Fashion Accessories Item Review
- Everyday Accessories Item Review
Tell us what happened.
If an order arrives with an unexpected issue, an incorrect item, visible damage or another concern, contact Velloura with the order information and a clear description of what you received.
Keep the item and relevant packaging available while the issue is reviewed. Avoid sending the product elsewhere before receiving guidance.
Helpful answers before you get in touch.
Should I send my item back before contacting Velloura?
Contact Velloura first so the order can be reviewed and the appropriate return or exchange guidance can be provided for your request.
What information should I include?
Include enough information to identify the order and understand the request, such as available order details, the relevant item and whether you are asking about a return, exchange or order issue.
Is every item automatically eligible?
Eligibility can depend on the item and circumstances of the order. Contact customer care for the current guidance that applies to your request.
Can I request a different item instead?
You can ask about an exchange when contacting Velloura. Whether another option is available depends on the item, the request and current availability at the time of review.
Where should I send an approved return?
Use only the return destination and instructions provided or confirmed for your specific request. Do not assume that the general Velloura contact address is the correct return destination.
Is the 3–5 business day timeframe a return timeframe?
No. The confirmed 3–5 business day timeframe refers to Velloura order processing before shipment. It should not be treated as a return, exchange or refund processing timeframe.
Need help with an order?
Share the relevant order information and explain what you need help with. Velloura customer care can review the request and guide you through the appropriate next step.