Return & Refund Policy
1. 30-Day Return Policy
We accept returns within 30 days of the date of purchase. If 30 days have gone by since your purchase, unfortunately, we can't offer you a refund or exchange.
2. Order Cancellation
1. We offer full refund if the order is cancelled within 24 hours of your purchase. You should submit an order cancellation request to our customer service via support@vellutoroso.com
2. Once you decide to cancel the order. For orders cancelled after 24 hours of purchase but have not been shipped, we will offer partial refund after charging a 15% cancellation fee.
3. We will NOT accept order cancellation request if the orders have been shipped.
3. ELIGIBILITY FOR RETURNS
To be eligible for a return, your items must be returned in unused condition and re-sellable. It must also be in the original packaging. Also, Your item needs to have the receipt or proof of purchase. Any item that appear to have been washed or altered will not quality for a refund.Â
We strive to ensure the highest quality of our products and meet our customers' needs. Therefore, we accept returns in the following cases:
1. **Defective Items**: If you receive a product that is defective or damaged, we will gladly accept it back. Please contact our customer support to initiate the return process.
2. **Size Discrepancy**: If the size of the item you received differs from what you ordered, you may return it for an exchange for the correct size. We recommend carefully checking the size chart on our website before placing your order. If you have any questions about sizing, our customer service team is here to help! Please reach out to us via social media messages, the chat box on our website, or our email (support@vellutoroso.com) with the products you are interested in and your measurements. We will recommend the best size for you based on the material and design of the products.
While we strive to ensure customer satisfaction, please note the following regarding our return policy:
**Custom-Made Items**: We do not accept returns for items that have been custom-made or tailored to the customer's specific measurements. Since these products are created to meet your individual requirements, they cannot be resold. We encourage you to carefully verify your measurements before placing an order for custom items.
We do not support customers who order several items to take home to try on and then keep one and return the rest.
If you are not satisfied with the items you receive and want to return the item, please check the details as follows:
-Â You must contact us within 24 hours (from the date you received the item) if you would like to return the item to us.
-Â If you are going to send the item back to us, you should first contact our customer service within 24 hours; Our customer representative will clarify for you. Please provide a detailed explanation in the return package (including order number, recipient and reason for return).
- We accept returns of DEFECTIVE ITEMS within 30 days of the date of purchase. If the item arrived without any defects and in size you've ordered, unfortunately, we can't offer you a refund or exchange.
-Â Â We suggest buyers keep the item or donate it, if there is a slight problem with the item, we can issue a partial refund.
- We cannot accept returns on items that have been worn or damaged as a result of improper cleaning method. And we don't support free returns if the item is in good condition and you just don't like it or don't need it anymore.
4. Return Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. The original shipping fee is non-refundable in most cases (The original shipping fee refers to the actual shipping cost that we pay to the logistics company for shipping your order, not the shipping fee you paid when placing the order). Unless it’s a quality issue or problem with the order, unfortunately, we will not cover the return shipping. Please also note that we are not responsible for the customs duty on return package(s).
5. REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@vellutoroso.com
6. Damages and Issues
Please inspect your order upon reception. Contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
7. EXCHANGES
If you receive a defective or damaged item, contact us immediately at support@vellutoroso.com. We will process an exchange for the same item, provided it is still in stock, or offer a suitable alternative.
8. HOW TO INITIATE A RETURN
To initiate a return, please contact our customer support at support@vellutoroso.com. with your order number and the reason for the return. Our team will guide you through the process.
9. European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
10. FAQ
Q: What if I'm not sure what sizes I should wear as I can't return the item if it doesn't fit?
A:Â Don't worry! If you have any questions about sizing, our customer service team is here to help! Please reach out to us via social media messages, the chat box on our website, or our email (support@vellutoroso.com) with the products you are interested in and your measurements. We will recommend the best size for you based on the material and design of the products.
Tip: You can also consult the size that our model wears for that product, which can be found on all product description pages.
Q: I simply don't like the product I receive. Can I return?
A: We are sorry to hear that you are not 100% in love with your order! As much as we'd love to accept returns for them, we don't have the budget to process return requests like this as a startup brand. At this time, we sadly can't accept any return requests other than quality issues. But as we grow, we will continue to search for sustainable ways to return for any reason. As a female and minority-owned startup, we really appreciate your understanding and support.
11. Contact Us
If you have any questions or concerns about our return policy, please contact us at support@vellutoroso.com