Copyright © 2026 Velmoura. All rights reserved.
Return, Refund & Size Exchange Policy.
At Velmoura, we want you to feel confident and beautiful in every piece you wear. If something isn’t quite right, we’re here to help — with a simple and elegant return and exchange process.
Return & Refund Policy
We accept returns within 5 days of receiving your order, as long as the item meets the following conditions:
Items that are eligible for return & refund.
Eligible item must be:
- Unworn, unwashed, and in original condition
- With all original tags, labels, and packaging intact
- Free from perfume, stains, or damage
Items that are not eligible for return or refund.
- Sale or discounted items (including items bought with promo codes)
- Items returned after the 5-day window
- Custom or altered items
- Items showing signs of wear, damage, or improper care
- Change of mind — we do not offer refunds or returns for customers who simply change their mind after purchase
Unboxing Video (Recommended):
- To help us resolve your case quickly, we highly recommend recording an unboxing video when opening your package.
- Please ensure the video clearly shows the sealed parcel, the unwrapping process, and the item(s) received.
Refund Process
1. Contact us immediately or within 5 days of receiving your item at velmoura.co@gmail.com by attaching the unboxing video
2. Once your return is approved, ship the item back using a trackable method (within 3 days upon approval)
3. Upon receiving and inspecting the item, we will process your refund to the original payment method within 7–14 working days.
Please Note:
● Customers are responsible for all shipping costs related to returns or refunds — both sending and receiving — unless the reason is due to an error or defect from
Velmoura (e.g., wrong item sent, faulty product).
● Velmoura is not liable for any lost or undelivered return parcels.
● Please ensure that your return parcel has a valid tracking number and is sent via a reputable logistic provider. Refunds will not be issued for items that do not arrive
back to us. —
Defective or Incorrect Item?
If you receive a defective, damaged, or incorrect item, we sincerely apologize. Please contact us within 3 days of delivery — we will prioritize your case and arrange a full refund or immediate replacement at no cost to you, including shipping. —
Size Exchange Policy
We offer a one-time size exchange for the same item (subject to stock availability), with the following conditions:
Size Exchange Terms:
● Notify us within 3 days of receiving your order
● The item must be in original, unworn condition with tags intact
● Only same item, different size exchanges are allowed
● Size exchanges are not applicable to sale or custom items
Shipping Note:
For all size exchanges, customers must cover the full shipping cost — both to return the item to Velmoura and to receive the new size.
Only if the exchange is due to Velmoura’s mistake will we cover all shipping fees. —
Order Cancellations by Velmoura
Velmoura reserves the right to cancel an order under the following conditions:
● The item is out of stock
● There is a pricing or listing error
● The item fails quality control inspection
● The credit/debit card is declined or flagged as suspicious
● You will be notified and fully refunded if cancellation occurs on our side.
Order Changes or Cancellations by Customers
To ensure smooth processing, no order cancellations or changes are allowed once your order has been packed or picked up for delivery.
Please confirm the following before placing your order:
● Size
● Shipping address
● Product details
● Once your order is being prepared, it is considered final. —
Final Notes
● All return or exchange requests must be approved before sending items back
● Items returned without notice may be rejected
● Velmoura reserves the right to refuse returns that do not meet policy terms
● Please review product details and the size guide carefully before purchasing
● For a smoother resolution, please attach your unboxing video if claiming a defect or
issue —
Need Help?
We’re happy to assist you with sizing, returns, or styling advice. Email us at velmoura.co@gmail.com or DM us on Instagram @velmoura.official.
Thank you for shopping with Velmoura — where elegance meets care, even after checkout.