Returns & Exchanges

We want you to love every piece you order. If something isn't right, you have 100 days from delivery to return it for a refund or exchange. That's our VELOU promise.

The basics

  • Window: 100 days from delivery.
  • Condition: Items must be unworn, unwashed, and in original condition with tags attached.
  • Returns are free on all EU orders. Non-EU customers cover return shipping.
  • Final sale: Earrings, swimwear, and items marked Final Sale can't be returned for hygiene or clearance reasons.

How to return

  1. Email returns@velou.com with your order number and the item(s) you'd like to return.
  2. We'll send you a prepaid return label within 24 hours (EU) or instructions for self-ship (international).
  3. Pack the item in its original packaging, attach the label, and drop it at your nearest pickup point.
  4. Once we receive and inspect the return, your refund is processed within 5–7 business days to your original payment method.

Exchanges

Need a different size or colour? Exchanges ship free within the EU and we'll hold your new item for 7 days while yours is in transit back to us.

Faulty or incorrect items

If you receive something damaged or incorrect, email hello@velou.com with your order number and a photo within 7 days of delivery — we'll cover shipping both ways and make it right immediately.

Refund timeline

Refunds land back on your card within 5–7 business days after we process the return. For bank transfer payments this may take up to 10 business days.