At Veloure, we want every customer to feel confident and satisfied with their purchase. If for any reason you are not fully happy with your order, you may request a return in accordance with the policy below.

1. Eligibility for Returns

You may request a return within 14 days from the date you receive your order.
To be eligible, items must meet all the following conditions:

• The product must be unused, unworn, and in perfect condition.
• Items must be tried on only over personal underwear.
• All original tags, labels, hygiene seals, and packaging must be intact and attached.
• The product must not show any signs of wear, stains, odors, stretching, or damage.

For hygiene and safety reasons, Veloure cannot accept returns of lingerie and intimate apparel that do not meet these requirements.

2. Items Not Eligible for Return

According to hygiene standards and consumer protection laws, the following items cannot be returned:

• Lingerie or intimate garments where the hygiene seal has been removed or broken.
• Items that have been visibly worn or show signs of use.
• Custom-made or personalized products.
• Items returned without tags, hygiene liners, or original packaging.

3. How to Request a Return

To start a return request, please contact us at:

📧 legal@veloure.eu

Include the following information:

• Full name
• Order number
• Items you wish to return
• Reason for the return (optional)

We will provide detailed instructions, including the return address and any shipping guidelines.

4. Return Shipping Costs

Unless otherwise specified or in the case of defective items:

• Return shipping costs are the responsibility of the customer.
• Customers are advised to use a tracked and insured shipping service, as Veloure is not responsible for lost or damaged return parcels.

5. Refund Process

Once your returned items are received and inspected, we will notify you of the approval or rejection of your refund.

If the return is approved:

• A refund will be issued to your original payment method within 14 days.
• Original shipping costs (if any) are non-refundable, except in the case of faulty goods.

If the returned items do not meet the eligibility conditions, Veloure may:

• Issue a partial refund, or
• Reject the return and send the item back to you.

6. Defective or Incorrect Items

If you received a defective, damaged, or incorrect item, please contact us within a reasonable time at legal@veloure.eu, providing:

• Order number
• Description of the issue
• Clear photos of the defect or wrong item

We will arrange a replacement, store credit, or refund at no additional cost to you.

7. Exchanges

At the moment, direct exchanges are not supported.
If you want a different size, style, or color, please return the item for a refund and place a new order.

8. Contact

For questions regarding our Return & Refund Policy, please contact:

📧 legal@veloure.eu
PEC: marckdev@pec.it