Refund Policy

We want to ensure you are completely satisfied with your purchase. Therefore, we offer a return policy that allows you to return your order within 14 days of receiving your package.

RETURN CONDITIONS

  • Return period: You have 14 calendar days from the date you receive your package to request a return. We recommend initiating your return within 7 days to ensure the item reaches us within the 14-day return window.
  • Condition of the goods: Returned items must be unworn, undamaged, unused, and in their original packaging with all tags and labels attached. Please take care when trying on your items to avoid damage or soiling.
    ● If your item has a Veloura New York label, it must remain attached to the product.
    ● Returns that do not meet these conditions will not be accepted.
  • Non-Returnable Items: For hygiene and safety reasons, the following items cannot be returned:
  • ● Underwear, bras, tights, and cosmetics
    ● Custom-made or personalized products
    ● Final sale items, discounted items (including promotional campaigns or
    discounts of 20% or more), and items marked as non-returnable

CANCELLATION & REPLACEMENTS

Unfortunately, cancellation requests cannot always be accommodated. While we strive
to assist you, once an order reaches a certain stage in our processing and fulfillment
workflow, it can no longer be canceled. We aim to ship orders as quickly as possible, so
even if you contact us immediately after placing your order, cancellation is not
guaranteed.


All cancellation requests must be reviewed and approved by our warehouse processing
team. To request a cancellation, please email us at info@velouranewyork.com with your order
number and the message: “Please Cancel My Order.” This helps us prioritize your
request.


If we are unable to cancel your order, you may still be eligible to return the items under
our Return Policy once you receive them.


For exchanges, please initiate a return for the original item. Once we receive and inspect
your return, we will send out your replacement or new size free of charge. Please note
that we cannot hold replacement items until your return is received, so prompt return
shipping is encouraged to avoid delays or disappointment

RETURN PROCESS

  1. Request a Return: Email our customer service team at info@velouranewyork.com within 14 days of receiving your order, including:
    ● Your full name and contact information
    ● Your order number
    ● Clear photos or videos of any defects or damage, if applicable
    ● If returning due to size issues or incorrect size, include a clear photo
    showing the size label on the product
  2. Return Authorization: After reviewing your request, we will send you instructions on where and how to return your items.
  3. Return Shipping: Return shipping costs are the responsibility of the customer and are non-refundable.
    ● As we work with multiple suppliers outside the UK, international shipping
    or postage charges may apply.
    ● A valid tracking number (Track & Trace) is required for your return parcel.
    Returns without tracking will not be processed.
    ● Please email proof of postage to us, ideally as a reply to your return
    authorization email.
  4. Return Receipt: Your returned item must reach us no later than 14 days after the delivery date. We recommend sending it as soon as possible to avoid missing the return window.

DAMAGED PRODUCTS

If you receive an item that is damaged, defective, or incorrect, please notify us within 7
days of receipt. 

Provide your order number, clear photos of the issue, and the polybag SKU slip if available.

Do not dispose of the item, as it may need to be returned for resolution.
We will offer a free replacement or refund after verifying the issue.

REFUND

Refunds for returned items will be processed within 2-5 business days after we receive
and inspect the returned goods.
Refunds will be issued to the original payment method. Please note that shipping fees
are non-refundable.
Refunds for cancellations due to sold-out items or other exceptional cases may take
5-10 business days depending on your bank’s processing time.
We reserve the right to deny refunds if return conditions are not met.

IMPORTANT INSTRUCTIONS

We are not responsible for lost or undelivered return shipments due to incorrect
addresses or carrier issues.
All returns must be sent to the address provided in your return authorization email,
which may be an international location depending on the supplier fulfilling your order.
Discounted items, promotional products, and final sale items are non-refundable and
non-returnable.
Please contact our customer service team at info@velouranewyork.com if you have any
questions or need assistance.
Thank you for choosing Veloura New York. We strive to provide you with a seamless and
satisfying shopping experience!

NOTES

  • We assume no responsibility for incorrect addresses or problems during the shipping process.
  • We reserve the right not to issue a refund if the return conditions are not met.
  • Please note that your items, if applicable, must be returned to one of our warehouses. This may be located overseas depending on stock availability.