Return & Refund Policy
Return Period
Eligible items need to be returned within 30 days of delivery, subject to the conditions below. Requests submitted after this period can no longer be processed.
Return Conditions
To be eligible for a return, your item must meet the following conditions:
- Unworn, unused, and in the same condition that you received it
- All original tags attached
- Returned in its original packaging
- Accompanied by your receipt or proof of purchase
How to Request a Return
To start a return, please email us at support@shopvelle.com with:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos, where applicable (e.g. for defects or damage)
You will receive instructions within 24 business hours (Monday–Friday). If your return is accepted, we will send you the return address and instructions on how to send your package. Please note that return shipping costs are the responsibility of the customer. Items sent back to us without first requesting a return will not be accepted.
Order Cancellations
Orders may be cancelled within 12 hours of purchase. Once processing has begun, cancellation is no longer possible. After delivery, a return may be requested in accordance with this policy.
To cancel an order, email support@shopvelle.com as soon as possible with your order number.
Return Shipping
Return shipping costs are the responsibility of the customer, unless the return is the result of our error (e.g. you received a defective, damaged, or incorrect item).
We strongly recommend using a trackable shipping service. Shop Velle is not responsible for return parcels that are delayed, rejected, or lost in transit, or for parcels held up due to customs issues or incorrect shipping methods.
Damages and Issues
Please inspect your order upon arrival and contact us within 7 days of delivery if the item is defective, damaged, or if you received the wrong item. Email support@shopvelle.com with:
- Your order number
- Clear photos of the issue
- A short description of the problem
We will evaluate the issue and make it right as quickly as possible.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, place a new order for the desired item.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.
If approved, you can choose to receive your refund as:
- Store credit, issued instantly once your return is approved, so you can shop again right away, or
- A refund to your original payment method, processed within 10 business days
Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we have approved your return and you have not received your refund, please contact us at support@shopvelle.com.
Incorrect or Undeliverable Addresses
Please ensure your shipping address is correct at the time of purchase. If a parcel is returned to us due to an incorrect address, failed delivery attempts, or refusal of delivery, we will contact you to:
- Arrange a redelivery once the parcel arrives back at our warehouse and the correct address is confirmed, or
- Offer store credit as a gesture of goodwill, depending on the condition of the returned items
You can also reach out to us directly at support@shopvelle.com to request reshipment. Additional shipping costs may apply.
Contact Information
If you have any questions, our support team is happy to assist.
Store name: Shop Velle
Company name: Quantum Branding
Company Address: Dr. Lelykade 44G, The Hague, South Holland, 2593 CM, Netherlands
Warehouse Address:
Lane 1177, Jianlan Road, Meixu Street, Yinzhou District,
City: Ningbo
Zip code: 315101
Province: Zhejiang
Country: China
Company nr.: 96461683
Phone: +1 929 643 5333
Email: support@shopvelle.com
Customer Service: Monday to Friday | 09:00 – 17:00 (EST)
Weekends | 11:00 – 17:00 (EST)
We aim to respond to your inquiries within 24 hours.