Refund policy

RETURN & REFUND POLICY — VELURÈ PARIS
Last updated: June 9, 2026

At Velurè Paris, we want you to love every piece you receive. If something isn't right, we're here to make it easy.

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1. RETURN WINDOW
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We accept returns within 30 days of the delivery date.

EU and UK customers: Under the Consumer Rights Directive (EU) and Consumer Contracts Regulations (UK), you have the right to cancel your order within 14 days of receiving it, without giving a reason. You then have a further 14 days to return the item. We extend this to 30 days as a courtesy.

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2. ELIGIBILITY CONDITIONS
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To be eligible for a return, items must be:
✓ Unworn and unwashed
✓ In their original condition — no marks, stains, perfume, or alterations
✓ With all original tags still attached
✓ In their original packaging where possible

The following items are NOT eligible for return:
✗ Sale or final-sale items (unless faulty or misdescribed)
✗ Underwear, swimwear, and pierced jewellery (for hygiene reasons)
✗ Items that have been worn, washed, or altered
✗ Items returned after 30 days from delivery

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3. HOW TO START A RETURN
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Step 1: Email support@velureparis.com with:
   • Your order number
   • The item(s) you wish to return
   • The reason for the return (optional but helpful)

Step 2: We will respond within 1–2 business days with return instructions and, where applicable, a prepaid return label.

Step 3: Package the item securely and ship within 7 days of receiving the return authorisation.

Step 4: Once we receive and inspect the return, we will process your refund or exchange within 5–7 business days.

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4. RETURN SHIPPING COSTS
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• Faulty, damaged, or incorrect items: We cover the full return shipping cost.
• Change of mind or size exchange: Return shipping is at the customer's expense, except where required by local consumer law.
• UK customers: We provide a prepaid return label for all returns (deducted from refund for change-of-mind returns: £3.99).

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5. REFUNDS
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5.1 Once your return is received and inspected:
   • Approved refunds are processed within 5–7 business days
   • Refunds are issued to your original payment method
   • You will receive an email confirmation when the refund is processed

5.2 Bank processing times: After we issue the refund, it may take a further 3–10 business days to appear in your account depending on your bank or payment provider.

5.3 Original shipping charges are non-refundable unless the return is due to our error (wrong item, damaged item).

5.4 If your return is not approved (item does not meet eligibility conditions), we will contact you and return the item to you at your expense.

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6. EXCHANGES
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6.1 We offer free size and colour exchanges, subject to stock availability.

6.2 To request an exchange, follow the return process above and specify the size/colour you would like.

6.3 If the requested item is out of stock, we will issue a full refund instead.

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7. FAULTY, DAMAGED, OR INCORRECT ITEMS
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7.1 If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery with:
   • Your order number
   • A clear photo of the item and the issue
   • Description of the problem

7.2 We will offer you the choice of:
   • A full replacement at no extra cost
   • A full refund including original shipping
   • Store credit (if preferred)

7.3 We cover all return shipping costs for faulty or incorrect items.

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8. LOST OR STOLEN PACKAGES
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8.1 If your tracking shows "delivered" but you have not received your package, please:
   • Check with neighbours and in any safe locations around your property
   • Contact your local post office or delivery depot
   • Email us within 7 days of the marked delivery date

8.2 We will investigate with the carrier and work to resolve the issue. Resolution may take 5–10 business days.

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9. INTERNATIONAL RETURNS
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9.1 International customers (outside UK and EU) are responsible for return shipping costs unless the item is faulty.

9.2 We recommend using a tracked shipping service for returns. Velurè Paris is not responsible for returns lost in transit.

9.3 Customs duties or taxes paid on the original shipment are non-refundable by us.

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10. CONTACT
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For all returns, exchanges and refund enquiries:
Email: support@velureparis.com
Response time: 1–2 business days