Refund policy

At VELOUVA, we want every order to feel like the right choice. If something doesn’t work out, we’re here to make the return process as clear and straightforward as possible. Please review the following policy before submitting a return request.

1. Return Window

Eligible items may be returned within 30 days from the date your order is delivered.

To qualify, your return must meet all of the conditions outlined below.

2. Return Conditions

Returned items must be:

  • Unworn and unused
  • Unwashed and unaltered
  • In original condition
  • Returned with all original tags attached
  • Free from stains, makeup, perfume, odors, pet hair, or other signs of wear
  • Returned in the original packaging whenever possible

Items that do not meet these requirements may be refused or may not qualify for a refund.

3. Non-Returnable Items

For hygiene, safety, or final-sale reasons, the following items are not eligible for return:

  • Final Sale items
  • Gift Cards
  • Bodysuits
  • Underwear & Lingerie
  • Swimwear if the hygiene liner has been removed
  • Earrings
  • Personalized or custom-made items
  • Beauty accessories
  • Items damaged due to misuse, improper care, or alterations

4. How to Request a Return

Please contact us before sending any merchandise back.

To help us process your request, please provide:

  • Order number
  • Full name
  • Email address used to place the order
  • Item(s) you wish to return
  • Reason for the return
  • Photos, if the item is damaged, defective, or incorrect

Once your return request has been reviewed and approved, our Customer Support Team will provide the appropriate return instructions and return address.

Please do not send merchandise to our business correspondence address unless specifically instructed to do so.

Unauthorized returns may not be accepted.

5. Return Shipping Costs

Unless the item was sent incorrectly, arrived damaged, or has a confirmed manufacturing defect, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable.

We recommend using a shipping service with tracking when returning an item. VELOUVA is not responsible for return packages that are lost or damaged during transit.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please include:

  • Order number
  • Clear photos of the item
  • Photos of the packaging
  • Photo of the shipping label
  • A brief description of the issue

Our team will review the information and work with you toward an appropriate solution.

7. Refund Process

Once your return is received, our team will inspect the item to confirm that it meets the return requirements.

After the return is approved, the refund will be issued to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional processing time before the refund appears in your account.

8. Order Cancellation

If you need to cancel your order, please contact us as soon as possible.

Cancellation requests may be accepted within 12 hours of placing the order, provided that the order has not entered processing or shipping.

Once an order has been processed or shipped, it can no longer be canceled and must follow our standard return procedure.

9. Additional Information

  • Return approval is required before sending merchandise back.
  • Items that have been worn, washed, altered, or damaged after delivery may not qualify for a refund.
  • Please package your return securely to prevent damage during transit.
  • VELOUVA reserves the right to refuse returns that do not meet the requirements of this policy.
  • Refunds are issued only after the returned merchandise has been received and inspected.

10. Return Address

VELOUVA
47 Phoenix St
Canandaigua, NY 14424
United States

Business Correspondence Only – Not a Return Address

Please contact Customer Support before returning any merchandise. If your return is approved, we will provide the correct return instructions and return address.

11. Contact Us

For questions regarding returns, refunds, or your order, please contact:

📧 info@velouva.com

Our Customer Support Team typically responds within 24–48 business hours.

Thank you for choosing VELOUVA. We’re here to make every step of your shopping experience feel simple, thoughtful, and stress-free. 💗