Refund policy

Return & Refund Policy

Last Updated: 08 July 2026

At Velvé, your satisfaction is our top priority. We take immense pride in the premium quality and craftsmanship of our collections, and we want you to love your purchase. If for any reason you are not entirely satisfied, we are here to help you resolve it quickly and fairly.

1. Return Timeframe & Eligibility Criteria

You have 7 DAYS from the date of delivery to request a return or exchange. To be eligible for a successful return, your item must meet the following criteria:

  • The product must be completely unused, unworn, and in the exact pristine condition that you received it.

  • The item must be in its original premium packaging, including all tags, protective films, and box inserts.

  • You must provide a valid proof of purchase (such as your Shopify order number or digital invoice receipt).

2. Damaged, Defective, or Incorrect Items

We inspect every order thoroughly before dispatching it. However, if your package arrives damaged during transit, is defective, or contains the wrong item, please notify us immediately.

  • Contact our support team within 24-48 HOURS of delivery.

  • Please provide your order number along with clear photos or a brief video showing the damage or defect.

  • Our Promise: We will immediately dispatch a brand-new replacement item to you at zero additional cost, or issue a full refund, covering all associated logistical fees.

3. Non-Returnable Items

For health, hygiene, and logistical reasons, certain types of items cannot be returned or exchanged:

  • Products bought during clearance sales or under specific promotional discounts (marked as "Final Sale").

  • Items that show signs of physical wear, scratches, structural alterations, or damage after delivery.

  • Customized or personalized orders.

4. Exchange Options

If you would like to exchange your item for a different color, size, or an entirely different model:

  • Reach out to our support team to verify product availability.

  • Once your original item is received back at our warehouse and passes our quality inspection, we will package and dispatch your new chosen item. Any price differences will be adjusted before shipment.

5. Return Shipping Costs

  • For Defective/Incorrect Items: Velvé will fully cover the return shipping costs or arrange a courier pickup if available in your area.

  • For Change of Mind/Size Exchanges: The customer is responsible for safely packing and shipping the item back to our designated fulfillment center. We highly recommend using a traceable courier service Leopards,TCS,PostEx as we cannot guarantee receipt of untracked returns.

6. Refund Process & Timing

Once your returned item arrives at our warehouse and undergoes a routine quality inspection, we will notify you via email regarding the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed immediately.

  • Payment Timelines:

    • Prepaid Orders (Cards/Wallets): The funds will be credited back to your original bank account or digital wallet within 5-7 BUSINESS DAYS, depending on your bank's processing policy.

    • Cash on Delivery (COD) Orders: Because we cannot return cash via courier, COD refunds will be securely transferred to your provided bank account or mobile wallet (e.g., EasyPaisa/NayaPay) within 5-10 BUSINESS DAYS after approval.

How to Initiate a Return or Exchange

To start the process, simply get in touch with our friendly customer care team. Please do not send your purchase back to the courier agent without contacting us first.

  • Email Support: velveofficials@gmail.com

  • Support Helpline: +3705499156

  • Operating Hours: Monday to Saturday, 9:00 AM - 9:00 PM