Returns & Exchanges
Clear guidance when something is not quite right.
If you need help with a Velloura order, our customer care team can review your request and provide the appropriate return or exchange instructions based on your item and order details.
Before Sending Anything Back
Please contact Velloura before returning an item. Our team can review the order, confirm whether the requested return or exchange is eligible and provide the current instructions for the next step.
Do not send a package to an address unless that return destination has been provided or confirmed for your specific request.
A simple four-step starting point.
Because eligibility and next steps can depend on the individual order, starting with customer care helps keep the process clear.
Review the Item
Keep the item, packaging and any included accessories together while you decide whether you need return or exchange assistance.
Gather Order Details
Have your order information and the name of the item ready so our team can identify the purchase and review the request accurately.
Contact Velloura
Tell us whether you are requesting a return, an exchange or help with an item that arrived with an issue.
Follow the Instructions
If your request is approved, follow the specific packing, destination and next-step guidance provided by our customer care team.
Keep the piece as close as possible to the condition in which it arrived.
When requesting a return or exchange review, avoid unnecessary wear or alteration while the request is being considered.
- 01 Keep Components Together Retain the item and any packaging, accessories or components that were included with it.
- 02 Avoid Alteration Do not modify, repair or materially alter the item before customer care has reviewed the issue.
- 03 Keep Order Information Your order details help our team review the request and provide the correct next steps.
Different pieces may require different handling.
Clothing, bags and accessories can differ in construction, packaging and condition considerations. Customer care will review the specific product rather than applying assumptions across every category.
- Clothing Item Review
- Bags Item Review
- Fashion Accessories Item Review
- Everyday Accessories Item Review
Tell us what happened.
If your order arrives with an unexpected issue, an incorrect item or another problem that needs attention, contact Velloura with your order information and a clear description of what you received.
Our team can review the details and advise you on the appropriate next step. Please avoid sending the item elsewhere before receiving instructions.
Helpful answers before you get in touch.
These answers explain the general process without replacing the specific instructions provided for an individual order.
Should I send my item back before contacting Velloura?
No. Contact our team first so the order can be reviewed and the correct return or exchange instructions can be provided for your request.
What information should I include when contacting customer care?
Include enough information for the team to identify your order and understand the request, such as your order details, the relevant item and whether you are asking about a return, exchange or order issue.
Is every item automatically eligible for return or exchange?
Eligibility can depend on the item and the circumstances of the order. Velloura customer care will review the specific request and confirm the applicable next steps.
Can I request a different item instead?
You can ask about an exchange when you contact us. Whether an exchange can be arranged depends on the item, eligibility and current availability when the request is reviewed.
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 a general business or contact address is the correct destination for a return.
What happens after my request is reviewed?
If the request can move forward, customer care will provide the relevant instructions and any additional information that applies to the return, exchange or order issue.
Start with Velloura customer care.
Share your order details and what you need help with. Our team can review the request and guide you through the appropriate next step.