At Vellouraa, we want you to fall in love—not just with your coat, but with the entire experience. However, if something doesn’t feel quite right, we’re here to make the return or refund process easy, fair, and respectful of your time.

Below is our full policy, broken down by situation.

1. If You Changed Your Mind

You ordered a coat, received it, but decided it’s not quite your style.

• Return Window: Within 14 days of delivery

• Condition: Must be unworn, unwashed, with original tags and packaging

• Refund Method: Full refund to original payment method

• Shipping Cost: Return shipping is the customer’s responsibility

To start a return, email support@vellouraa.store with your order number and reason for return.

2. If the Size Doesn’t Fit

You love the style but need a different size? We get it.

• Exchange Window: Within 14 days of delivery

• Condition: Product must be unworn, unwashed, with original tags

• Exchange Shipping:

  • Fee exchanges: $4.99 flat return shipping

Contact support@vellouraa.store and let us know the size you need—we’ll guide you through.

3. If You Received a Damaged or Incorrect Item

This is rare, but we take it seriously.

• Report Timeframe: Within 5 days of delivery

• What We’ll Do:

  • Offer full refund or free replacement, whichever you prefer

  • Cover all shipping costs (return + replacement)

Please include a photo of the issue in your email to support@vellouraa.store
We’ll handle it quickly—no questions, no hassle.

4. If Your Package is Delayed or Lost

Things happen in transit—we’ll help make it right.

• Standard Shipping: Considered lost if not delivered within 10 business days

• Express Shipping: Considered lost if not delivered within 7 business days

• What We’ll Do:

  • Investigate with the carrier

  • Offer reshipment or refund depending on the outcome

Reach out to support@vellouraa.store with your order number and tracking info.

Refund Timeline

Once your return is received and inspected, your refund will be processed within 3–5 business days. It may take additional time for your bank or card issuer to post the refund to your account.

Final Sale & Exceptions

The following items are non-returnable unless defective or incorrect:

• Gift cards

• Final sale items (marked as such at time of purchase)

• Custom or pre-order items (unless otherwise noted)

Our Promise

We don’t hide behind policies—we stand behind our products.
If something feels unfair or unclear, just reach out. We’ll always do our best to make it right, with integrity and grace.