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Velzura Returns & Refunds Policy
At Velzura, we aim to provide you with high-quality fashion that you love. However, if you are not completely satisfied with your purchase, we’re here to make the return or exchange process smooth and hassle-free.
You can return or exchange your item(s) within 14 days of delivery.
Return Period
- Customers have 14 days from the delivery date to initiate and confirm their return.
- The returned items must be sent back within this 14-day period to qualify.
Return Conditions
To be eligible for a return, your item must meet the following conditions:
- Unworn and unused, in its original condition.
- Tags must be attached, and the item must be in its original packaging.
- A receipt or proof of purchase is required.
NOTE:
- Sale Items: Refunds are not available for sale items. These can only be exchanged or redeemed as store credit.
- 1+1 Deals (Buy-One-Get-One-Free Offers): Both items must be returned together. Refunds or store credits are not available if only one item is returned. Items in a deal can be exchanged for a different size or color of the same product.
Shipping Costs for Returns
- Customers are responsible for covering the return shipping costs.
- Return shipping fees will vary depending on your location and chosen courier service.
- We strongly recommend using a tracked and insured shipping method to protect your return.
Processing Time
- Once your return is received at our warehouse, we process it within 10 working days.
- You will receive a notification upon approval or rejection of your return. Approved refunds may take up to 3–5 business days to appear in your account, depending on your bank or payment provider.
- If you requested an exchange, we will begin processing immediately upon approval.
Return Address
Velzura Returns
Hoefbladweg 5
Belgium
Damages, Defects, or Incorrect Items
We prioritize quality, but if your order is defective, damaged during transit, or incorrect, contact us immediately:
- Email: studiovelzua@gmail.com
- Include a photo of the issue and your order number.
We’ll evaluate the situation and work on a resolution promptly, whether that’s a replacement, refund, or store credit.
Exchanges
For the fastest exchange process:
- Initiate the return of your original item.
- Place a new order for the desired item.
Once your return is approved, you will receive a refund or store credit for the returned item.
European Union: 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days, for any reason and without justification. To qualify, the item must:
- Be in its original condition, unworn, unused, with tags attached.
- Include proof of purchase and original packaging.
Refunds
Approved refunds will be issued to your original payment method.
- If more than 15 business days have passed since you received your refund approval and the funds are not reflected in your account, please contact us at studiovelzura@gmail.com.
- Shipping fees are non-refundable.
Frequently Asked Questions (FAQs)
Where can I find my order number?
Your order number is in the confirmation email sent after purchase. If you cannot locate it, contact our support team for assistance.
What happens if my return is sent without approval?
Returns sent without prior approval will not be processed and may be discarded. Always contact us to initiate your return.
What happens if I miss the 14-day return period?
Returns outside the 14-day window are not eligible for refunds but may qualify for exchanges or store credit. Contact customer support for guidance.
What should I do if my package is delayed in shipping?
We recommend using tracked and insured shipping for your protection. Velzura is not liable for delays caused by couriers.