Refund policy

At VELOUVA, customer satisfaction is our highest priority. If you are not completely satisfied with your purchase, we are here to assist you with an easy and streamlined return process.

📅 30-Day Return Window

You have 30 calendar days from the date you receive your item to request a return.

To be eligible for a return:

  • Items must be in their original condition: unworn, unwashed, undamaged, and unused.

  • Items must be returned in their original packaging with all product tags still attached.

  • Proof of purchase (such as your order confirmation email or receipt) is required.

❌ Non-Returnable & Final Sale Items

For hygiene, safety, and operational reasons, the following items cannot be returned:

  • Final Sale or Clearance items.

  • Gift cards.

  • Intimates, swimwear, or bodysuits (if applicable).

  • Any item not in its original condition, or items returned more than 30 days after delivery.

🚨 Unauthorized Returns Policy

IMPORTANT NOTICE: Under no circumstances should returns be sent to our corporate office in Canandaigua, New York. Our New York address is strictly an administrative workspace.

VELOUVA is not responsible for any items lost, rejected, or abandoned due to being sent to the administrative address. Any packages mailed to our administrative office without prior authorization will be automatically rejected by building management and will NOT be eligible for a refund or store credit.

🛠️ How to Initiate a Return

  1. Submit a Request: Email our support team at info@velouva.com with your Order Number and the specific item(s) you wish to return, along with the reason for the return.

  2. Receive Authorization & Return Instructions: Once approved, our customer support team will send you an email containing the official designated warehouse return address and detailed instructions.

  3. Ship Your Return: Securely pack your item(s) in the original packaging and ship them to the authorized warehouse location provided.

Note: Unless the return is due to a damaged, defective, or incorrect item sent by us, customers are responsible for paying all return shipping costs. We strongly recommend using a trackable shipping service, as VELOUVA cannot guarantee receipt of returned items without tracking.

💰 Refunds & Processing

  • Inspection: Once your return is received at our authorized warehouse and inspected, we will send you an email to notify you that we have received your returned item and whether your refund has been approved or rejected.

  • Processing Time: If approved, your refund will be processed back to your original method of payment within 5 to 7 business days.

  • Shipping Fees: Original shipping charges are non-refundable.

⏱️ Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account or credit card statement again.

  2. Contact your credit card company or bank, as processing times may vary before a refund is officially posted.

  3. If you’ve completed these steps and still have not received your refund, please contact us at info@velouva.com.

📬 Contact Information

For any questions regarding returns, exchanges, or refunds, please reach out to us:

  • Email: info@velouva.com

  • Administrative Address (Administrative Office Only — NO RETURNS ACCEPTED):

    VELOUVA LLC

    47 Phoenix St,

    Canandaigua, NY 14424

    United States