Return and Refund Policy
Last updated: January 2, 2026
1. International Return Transparency
At Velora Vancouver (a trade name of Viet E-commerce), we aim to be fully transparent about our international logistics. To ensure we can offer our collections to the Canadian market at competitive prices, we utilize a global fulfilment model.
Please note our specific return conditions: Because our main warehouse and quality control facility are located in Yiwu City, China, all standard returns (such as change of mind or incorrect size) must be shipped back to this international location.
In accordance with our business model, the customer is responsible for all international shipping costs associated with returning items to our facility in China. We strongly recommend using a tracked shipping service with a carrier like Canada Post, as we cannot be held responsible for items lost during international transit.
Damaged, Defective, or Incorrect Items: In the event that you receive a faulty or incorrect product, Velora Vancouver takes full responsibility. You will not be required to ship the item back to our international warehouse at your own expense. Our customer support team will handle the resolution whether it is a full refund or a free replacement directly to ensure a swift and fair solution without any additional costs to you.
2. Important Information
| Return window: | 30 days from delivery |
| Processing time: | Up to 7 business days for refunds |
| Restocking fees: | None |
| Return Shipping Cost: | Paid by Customer (International) |
3. Return Process
To initiate a return, please contact us at info@veloravancouver.com within 30 days of receiving your order. Items must be returned in their original condition: unused, undamaged, with all tags attached, and in the original packaging.
Once your return request has been approved, we’ll send you confirmation and detailed return instructions. Main Return Address:
Velora Vancouver – ReturnsYuantong Express Building
No. 409, Suxi Town
Yiwu City, Zhejiang, 322000
China
4. Refunds, Cancellations & Exchanges
- Refunds: Once we receive and inspect your package, we will notify you. Approved refunds are issued to the original payment method within 7 business days.
- Cancellations: Requests must be made before your order has been processed or dispatched. Once shipped, the standard return process applies.
- Exchanges: Please contact info@veloravancouver.com for assistance with size or style exchanges.
5. Business Information
Trade Name: Velora Vancouver
Legal Entity: Viet E-commerce
Business Address: Brancusistraat 73, 1328 NG Almere, Netherlands
KVK (NL Chamber): 96963581
VAT Number: NL005240549B24
Email: info@veloravancouver.com
Phone Number: +31 649889656
Contact Form: Click here