REFUND AND RETURNS POLICY

Our commitment to your satisfaction is as absolute as our commitment to quality.
1. Overview of Our Policy

At Veloura EG, we take great pride in our curated, Made-to-Order selections. Because each item is exclusively sourced and handpicked from elite international platforms upon your specific request, our return and refund criteria are structured differently from standard mass-market retailers to preserve the custom nature of our boutique.

2. Order Modifications & Cancellations

  • The 24-Hour Window: Once an order is placed, our international sourcing process begins immediately. You may request modifications or a complete cancellation of your order within exactly 24 hours of submission.

  • Post-24 Hours: After this initial window, orders cannot be canceled, redirected, or modified, as the item will have already been purchased and secured for transit.

3. Eligibility for Returns & Exchanges

To qualify for an exchange or a refund, your item must meet the following strict luxury-standard conditions:

  • Damaged or Defective Items: If your piece arrives with a manufacturing defect or has been damaged during transit.

  • Incorrect Item Delivered: If the product received differs significantly in size, color, or model from the invoice details you confirmed.

  • Pristine Condition: The item must be completely unworn, unused, unwashed, and in the exact same condition that you received it, with all original Veloura packaging, protective dust bags, and tags fully intact.

4. Non-Returnable Items

Please note that we cannot accept returns or offer refunds under the following circumstances:

  • Items showing any visible signs of wear, perfume scents, or damage incurred after successful delivery.

  • Slight aesthetic variations inherent to custom manufacturing or minor screen-to-screen color differences.

  • Returns initiated simply due to a change of mind after the 24-hour cancellation window has closed.

5. How to Initiate a Return

  • Step 1: Contact Us: You must notify our dedicated customer care team within 48 hours of receiving your delivery via our official WhatsApp or Phone channels (01090016432).

  • Step 2: Provide Proof: Please share your order number along with clear, well-lit photos or a short video demonstrating the defect or the discrepancy.

  • Step 3: Courier Collection: Once approved, we will coordinate with our trusted local shipping partners to arrange for the item to be safely retrieved and inspected.

6. Refunds Process

  • Inspection: Upon receiving the returned item at our facility, it will undergo a thorough quality assurance check.

  • Approval Notification: We will notify you via WhatsApp regarding the approval or rejection of your refund based on the condition of the piece.

  • Processing Time: Approved refunds will be credited back via your original secure payment method or an agreed-upon alternative within 7 to 14 business days, depending entirely on your financial institution’s processing timeline.

7. Contact Us

If you need personalized assistance with a recent order, delivery timeline, or return inquiry, please reach out to us: