Refund policy

Returns & Refunds

We want you to love your Velouria products. If something isn't right, we're here to make it easy.

Our Promise

Because our items are carefully sourced and shipped directly to you, we handle returns a little differently than a typical store but our goal is the same: your happiness.

If your order arrives damaged, defective, or incorrect, we'll make it right with a free replacement or a full refund, no need to ship anything back.

Reporting an Issue

To help us resolve things quickly, please include:

  • Your order number
  • A photo or short video of the item (and packaging, if damaged)
  • A brief description of the issue

Once approved, we'll send a replacement or process your refund within 14 business days, no return shipment required for damaged, defective, or incorrect items.

Non-Returnable Items

The following cannot be returned or exchanged:

  • Opened or used cosmetics, skincare, or personal care items (for hygiene and safety reasons)
  • Items marked as Final Sale or purchased on clearance
  • Gift cards
  • Items without original packaging

Shipping Times & Delays

Please note that delivery times may vary, typically 5-15 business days / 1-2 weeks, as items are shipped from our fulfillment partners. Delays due to customs, carrier issues, or high demand periods are outside our control, but we'll always keep you updated if there's a significant delay.

If your order hasn't arrived within 15 days of the estimated delivery window, please reach out and we'll investigate right away.

Order Cancellations

Orders are processed quickly to get your products to you as fast as possible. If you need to cancel or change your order, please contact us at email within 1hour of purchase. Once an order has entered fulfillment, we may not be able to cancel or modify it.

Refunds

Once your refund is approved, it will be credited automatically to your original payment method within 7 business days. Processing times can vary slightly depending on your bank or card issuer.

If you haven't received a refund after this window:

  1. Check your bank account again
  2. Contact your credit card company, posting times can vary
  3. Contact your bank, there's often processing time before a refund shows
  4. Still nothing? Contact us and we'll look into it

Sale Items

Only regular-priced items are eligible for refunds. Sale or promotional items are final sale unless received damaged or defective.

Gifts

If your item was marked as a gift at time of purchase, you'll receive a gift credit for the value of your return once we receive the item. If it wasn't marked as a gift, or the gift-giver had the order shipped to themselves to give later, we'll issue the refund to the gift-giver.

Questions? We're happy to help, reach out anytime