Refund policy

If something is wrong with your order

If your item arrives damaged, has a defect, or is not what you ordered, email veloursupportz@gmail.com. Include your order number, a description of the issue, and clear photos of the item and packaging if you can.

Please get in touch as soon as you notice the problem. We will review it and arrange an appropriate replacement, repair, or refund, taking account of your rights under applicable law. If a return is needed because of our error or a faulty item, we will cover the necessary return shipping. We do not charge a restocking fee for these returns.

Sizing and change of mind

Our clothing is produced after you order. We do not offer voluntary returns or exchanges for a change of mind, a different color preference, or choosing the wrong size. Please check the product measurements and details before purchasing, and contact us if you need help.

This restriction does not apply where consumer law gives you a right to return or cancel, or where the item is faulty, incorrect, or materially different from its description. Printing a standard design after purchase does not automatically make it a personalized item for legal purposes.

Before sending an item back

Contact us first so we can provide the correct return address and instructions. Do not send returns to the address on the shipping label unless we confirm that address. Keep the item and packaging while we review the issue. Contacting us for instructions does not limit any legal deadline or right to cancel.

Refunds

Approved refunds are sent to the original payment method. We will confirm when a refund has been issued; your bank or payment provider may need additional time to show it. We will process refunds within any timeframe required by law. We will not require you to accept store credit instead of a refund where you are entitled to a refund.

Order changes and cancellations

If you need to change or cancel an order, email us as soon as possible. We will try to help before production begins, but cannot guarantee a voluntary change or cancellation once work has started. This does not affect statutory cancellation rights or your options if we cannot ship within the promised timeframe.

EU and UK customers

Where the statutory cooling-off right applies, you may cancel an online purchase within 14 days after delivery without giving a reason. Email us with your order details and a clear statement that you want to cancel. You can use this wording: “I wish to cancel my order [order number], received on [date]. My name is [name].” You do not have to use that wording.

After notifying us, send the goods back within the applicable legal return period, normally 14 days. For a statutory change-of-mind return, you pay the direct return postage unless we agree otherwise. We cover necessary return postage for faulty or incorrect goods.

We will refund eligible payments, including the cost of our least expensive standard outbound delivery option, within the applicable legal timeframe. Where the law allows, we may wait until we receive the goods or evidence that you sent them back, whichever comes first. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to check the item's nature, characteristics, and fit. Any exception for genuinely personalized goods applies only when the law permits it.

Your rights

Nothing in this policy removes statutory consumer rights, including rights relating to faulty goods, misdescribed products, or non-delivery. If local law gives you greater protection than this policy, that protection applies.