Exchanges and Returns
Would you like to exchange or return a product?
You can do so easily and quickly 🙂
What is the return period?
You can return a product within 14 days after receiving your order. However, all purchases of the offered items are final. You are not entitled to a refund.
How long does it take to receive my refund?
Once we have received and inspected the products and have confirmed that they have not been opened, the full amount will be refunded to the original payment method.
All customers must contact us after returning the package and provide the Track & Trace details, so we can process the refund.
Please note: most financial institutions take an average of 2 business days to process the refund.
How can I return my order in full or in part?
If you decide to return your products to us within the 14-day return period, we will refund the full purchase amount within 2 business days after receiving the product. Unfortunately, return shipping costs cannot be reimbursed.
Please follow the steps below to return your product:
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Send us an email at velourfemme1993@outkook.com stating that you wish to return your order or part of it.
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Wait for a response from our customer service confirming whether your return can be accepted. You will also receive the return address (please note: this is not the address listed on our website).
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Pack the product neatly and securely, preferably in the original packaging, and send it to the return address provided by our customer service.
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Send the Track & Trace code to our customer service.
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Once your package has arrived and has been inspected, we will refund the purchase amount of the returned products via the same payment method used for the original purchase.
Products that cannot be returned
Products that meet one or more of the following conditions cannot be returned:
a. Sealed products if the seal has been broken;
b. Products made according to customer specifications (custom-made products);
c. Products that are clearly personal in nature;
d. Products that cannot be returned due to their nature.
Cancellation of placed orders
Our orders are processed immediately after being placed. Cancellation is therefore not possible.
Damaged products upon arrival
What a shame! Unfortunately, it may happen that your product is damaged during transport. If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. After this period, the return period unfortunately expires.
For the fastest solution, please email us a photo clearly showing the damaged part of the item. The best photos are taken on a flat surface, with the label and defect clearly visible. We use this information to assist you and to prevent future errors.
In case of defects, you will always receive a replacement package free of charge. Would you prefer to return the product? We will then refund the full purchase amount.
If you have questions about damaged products upon arrival, please contact us at velourfemme1993@outkook.com.
Product defects or defects after use
How unfortunate! In rare cases, a manufacturing defect may occur over time. This refers to a significant defect where the product or part no longer meets the manufacturer’s specifications. Wear-and-tear parts are excluded from manufacturing defects or faults.
If you have questions regarding manufacturing defects or defects after use, please contact us at velourfemme1993@outkook.com.
Delivery of incorrect products
We do our best to process all orders correctly. Unfortunately, mistakes can occur, and you may receive the wrong product. We will, of course, resolve this issue and send you the correct product free of charge.
If you have questions about receiving incorrect products, please contact us velourfemme1993@outkook.com.
Do I have to pay for return shipping?
Yes, all customers are responsible for return shipping costs. These costs may range from €15 to €28, depending on your location.
We strongly recommend returning your package with Track & Trace, as we cannot be held responsible for lost return shipments.
Can I return my product without contacting you first?
No. You must contact us before submitting a return. This allows us to properly process and track all return shipments.
My order is damaged – what should I do?
To ensure a fast resolution, please include a photo clearly showing the poor quality or damaged part of the product. The best photos are taken on a flat surface, clearly showing both the product and the defect.
If you have received a damaged or incorrect product, please contact us within 14 days of receipt. After this period, the return period unfortunately expires.
Still have questions about Velourfemme or our service?
Please check our Frequently Asked Questions page, or contact us through that page.
Contact
✉️ velourfemme1993@outkook.com
💬 Frequently Asked Questions
We aim to respond to your email within 24 hours.
Opening hours:
Monday – Friday: 08:00 – 18:00
Saturday & Sunday: 10:00 – 16:00
Company Name: VELOUR FEMME LIMITED
Registration: 79809966
Address: FLAT 2304, 23/F HO KING, COMM CENTRE, 2-16 FA YUEN STREET, MONG KOK HONG KONG
Kind regards,
The Velourfemme Team