Return and Refund Policy

At Velora Vancouver, we aim to ensure your complete satisfaction with every purchase. However, if you’re not entirely happy with your order, we’ve made our return, refund, and exchange process simple and transparent.

Important Information

  • Return Period: You have 30 days from the date of delivery to return your items.

  • Restocking Fees: We do not charge any restocking fees for returns.

  • Refund Processing Time: Refunds are issued within 7 days after your return is approved.

  • Return Shipping Costs: Customers are responsible for covering the return shipping fees.

Return Timeframe

You may return your items within 30 days of receiving your order.
To initiate a return, please contact us at info@veloravancouver.com

Returned items must be:

  • Unused and unworn

  • In their original packaging

  • With all original tags attached

Please note that returns requested after 30 days from the delivery date will not be accepted.

Steps for Returning an Item

  1. Contact Us First
    Before sending anything back, email info@veloravancouver.com with your order details and reason for return.
    Items returned without prior approval cannot be processed.

  2. Follow Return Instructions
    Once your request is approved, you’ll receive detailed instructions on how to return your item.

  3. Package Securely
    Ensure items are packaged safely to avoid any damage during shipment.

  4. Return Shipping Responsibility
    Customers are responsible for return shipping fees. Please use a trackable delivery service and share the tracking number with us for confirmation.

Return Rules

  • Items must be returned within 30 days of receipt.

  • Returns after 30 days will not be accepted.

  • Customers must use a customs-cleared shipping method to ensure successful delivery to our return address.

  • Once your return is in transit, please provide the tracking number or tracking link to info@veloravancouver.com.

  • Velora Vancouver is not responsible for delays or customs issues caused by the sender’s shipping method.

Refund Process

Once we receive and inspect your returned items, your refund will be processed.
The amount will be credited to the original payment method used for your purchase.
Please allow up to 7 business days for the refund to appear on your account.
We do not charge restocking fees under any circumstances.

Exchanges

If you’d like to exchange your item for a different size, color, or product, please contact us at info@veloravancouver.com with your request.
Our team will guide you through the exchange process and confirm availability.

Order Cancellations

To cancel an order, please contact us at info@veloravancouver.com as soon as possible.
If your order has already been dispatched, you’ll need to follow the standard return process after receiving your items.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at info@veloravancouver.com 
Include your order number and a clear photo of the issue.
We will promptly arrange for a replacement or send the correct item at no additional cost to you.

If you have any questions or concerns, we'll be more than happy to assist! Just let us know using some of the contact info below.

Customer Services Hours:
Monday to Friday: 9:00 - 17:00 GMT

Email: info@veloravancouver.com
Phone Number: +16133664767
Contact Form: Click Here

Business Information

Trade Name: Velora Vancouver
Company Name: Viet
E-commerce
Business Address: Trasmolenlaan 12, 3447 GZ Woerden, Netherlands
Company Number: 96963581
VAT Number: NL005240549B24
DUNS Number: 473425468
Warehouse Address: Yuantong Express Building, No. 409, Suxi Town, Yiwu City, Zhejiang, China
Email Address: info@veloravancouver.com
Phone Number: +16133664767