Refund policy

14-Day Reflection Period (Right of Withdrawal)

It’s possible that you may want to return your order because it didn’t meet your expectations, or you’d prefer a different size or color.

Legally, you have 14 days after receiving your order to return it—this is called the "right of withdrawal." These 14 days start from the day you receive your parcel. If you notify us that you want to return your order, or register your return through our returns portal, that date is considered the "withdrawal date." We will then refund your payment within 14 days.

How can I exchange products?

If you'd like to exchange the product for a different size or color, that's no problem at all! Simply fill out our contact form, mention your order number (starting with #VEL-) and let us know which product you'd like to exchange.

How can I return products?

Please notify us via the contact form about your return. This allows us to process the refund quickly.

  • Inform us of your return using the contact form.

  • Follow the return instructions and drop off the parcel at a parcel point.

  • Send the package to our return address.

  • We will issue a refund within 14 days after you’ve informed us about the return.

IMPORTANT: If you do not inform us in advance and don’t use the return form, we may not be able to issue a refund. That’s because we won’t be able to identify your parcel. To ensure everything goes smoothly, always fill out the contact form in advance and use our returns portal.

Cancelling Orders

You can cancel your order within 2 hours after placing it. After that, our fulfillment process starts automatically, and cancellation is no longer possible. However, you can still return the package once it arrives.

Do I have to pay for returns?

No. If you choose a Velvorati gift card as your refund method, we will cover the return shipping costs. You can then use the gift card in our webshop.

Exceptions to Returns

Velvorati does not offer refunds or exchanges for sale items, clearance products, or promotional bundles.

Products that come into contact with the skin—such as (but not limited to) underwear, lingerie, swimwear (bikinis, swimsuits, swim shorts), hair trimmers, razors, hair care items, skincare products, earrings, manicure and pedicure tools, false eyelashes, and makeup accessories—cannot be returned due to hygiene reasons.

What if my product is defective?

That’s frustrating! Unfortunately, damage during shipping can occasionally happen. In such cases, please contact us.

We will always send a replacement free of charge the first time, but we do not issue refunds for damaged items. If the replacement also arrives damaged—which is highly unlikely—we will of course refund the full purchase amount.

The sender is responsible

The sender is always responsible for the parcel, even for returns. Therefore, always provide us with a Track & Trace code and include the return form in the package to avoid issues.

Warranty

Warranty details are listed individually for each product. If not specified, feel free to contact us for more information.