Refund policy

 

30-Day Return Window

We have a 30-day return window, which means you have 30 days after receiving your item to make a return. Your return must be dropped off and shipped out within those 30 days—returns sent after this period will not be eligible for a refund or processing. All customers are required to provide a shipping confirmation or tracking number to verify the return was sent within the return window.

Eligibility

All orders are eligible for a return, refund, or exchange as long as the item is shipped back within 30 days of receiving your order. To qualify, the item must be unused and in its original condition. You'll also need the receipt, order confirmation, or proof of purchase.

To start a return, you can contact us at support@velvan.com. Items sent back to us without first requesting a return will not be accepted. 
After reviewing your return request, we’ll provide the return address via email along with further instructions.

Non-Returnable Items

Perishables, swimwear, and used items are not eligible to be returned for a refund or exchange.

Damages & Problems

If your order arrives damaged or there is an issue with the items you received, please email us at support@velvan.com as soon as possible.Be sure to include your order number (starting with #2022) and clear photos of both the packaging and the contents inside—photos are required to validate and process the claim. Once reviewed, we can offer an exchange, return, or refund based on the nature of the issue.

Please Note: Shipping Protection is a non-refundable item and will not be included in any refunds issued for returned or exchanged orders.

Exchanges

For exchanges, customers will need to ship the original item back to the return address provided via email. Once we receive and review the return, we will issue a refund for the item as well as the original shipping charge. After that, you may place a new order on our website for the desired item. You’re welcome to wait until your original refund is processed, or you can place the new order immediately upon receiving exchange approval.

Please Note: Shipping Protection is a non-refundable item and will not be included in any refunds issued for returned or exchanged orders.

Refunds

To initiate a return, please email us at support@velvan.com with your order number or proof of purchase. We will review your request and provide the return address and detailed instructions via email. The item must be shipped out within 30 days of receiving your order, and you must provide a shipping confirmation or tracking number once it has been dropped off.

Once we receive and inspect the returned item, we’ll notify you of the approval status. If approved, your refund will be issued to your original payment method immediately upon inspection, though it may take 1–3 business days for the funds to appear in your account depending on your bank.

Please note: Shipping Protection is non-refundable, and shipping charges are only refundable if Shipping Protection was purchased with your order.

How to Return an Order

  1. Contact Us: Email our customer support team at support@velvan.com with your order number (starting with #2022) and the reason for the return.
  2. Package Your Order: Once your return request has been approved, you may repack the order in its original packaging, including all accessories, tags, and documents. Please include the name used at checkout and your order number for efficient processing and inspection.
  3. Ship it Back: Drop your package off at your nearest and most desired shipping carrier location. Providing our team with the tracking information can speed up the inspection and verification process.

 Return & Refund Process

  • Inspection: Once our team receives the return, we'll conduct a thorough inspection to ensure it meets the return criteria.
  • Refund: After the return has passed inspection, a prompt refund will be processed. Depending on the bank, refunds typically reflect on the original payment method within 7 business days.

European Union 14 Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Have Any Questions?

Contact our customer support team at support@velvan.com.

Customer Service Hours

Monday - Friday: 9:00 AM - 5:00PM (EST).