Refund policy

At VELOURA, your satisfaction is our top priority. We want you to feel confident shopping with us, knowing that every item is 100% authentic and carefully checked before shipping. If for any reason you are not completely satisfied with your purchase, we are here to help.

Return Conditions

  • Our return policy lasts for 14 days, starting from the day the package is delivered to your customer. Please initiate any return requests within this timeframe to ensure smooth processing.
  • Returns shipped back after the 14-day policy will be rejected. 
  • Items must be returned unworn, unused, and in their original condition, with all original tags, labels, and packaging included.
  • For hygiene reasons, underwear, swimwear, and earrings cannot be returned or refunded.
  • To initiate a return, please contact our support team first at support@veloura.moda to receive detailed return instructions. Unauthorized returns may not be accepted.
  • Return shipping costs are the responsibility of the customer, unless the item is faulty or you received the wrong product.
  • Once your return is received and inspected by our supplier, your refund will be processed to your original payment method.
  • We reserve the right to refuse returns that do not meet our policy requirements.

    Please be aware that we do not accept returns for items listed as Pre-Owned on our platform. Each items description clearly indicates its pre-owned status. We encourage customers to review product details thoroughly before making a purchase.

    Preloved items are not eligible for returns or refunds. The EU 14-day consumer rights rule applies only to new, non-preowned products. Therefore, items that have been previously sold, are preloved, or are offered as defective are exempt from this policy.

    Returns due to customer dissatisfaction should be shipped back at the customer's expense and with an active tracking number. Please use reliable carriers such as UPS, DHL, or FedEx. We do not accept returns shipped via local Postal Services due to long delivery times, and any such packages will be rejected.

    For returns with customs charges, the buyer will be responsible for covering those costs. If a customer's return includes customs charges, these must be paid first before we can proceed with the refund of the returned item/s. 

    In the event of declined returns, the order will be shipped back to the buyer, and any additional shipping charges will be borne by them.

    To start a return or for any return question, you can contact us at support@veloura.moda.

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at support@veloura.moda.

     

    VELOURA — Authentic Luxury, Guaranteed.