Refund policy
At VELOURÉ LUXE™, every purchase is part of a thoughtfully curated luxury experience. We encourage customers to review their orders carefully before completing checkout.
1. All Sales Final
All sales are final, except for eligible order cancellations, verified order issues, or circumstances where a refund is required by applicable law.
We do not provide refunds for changes of mind, personal preference, incorrect size selection, or purchasing an unwanted item.
2. Regular Order Cancellations
Cancellation requests for regular, in-stock orders must be submitted within 12 hours of purchase.
Requests are subject to the order's processing and fulfillment status. Cancellation is not guaranteed if processing or fulfillment has already begun.
If a cancellation is approved, a refund will be issued to the original payment method.
3. Preorder Cancellations
Preorders may be canceled within 24 hours of purchase for a full refund, even if production has begun.
After the initial 24-hour period, cancellations are generally not accepted once production or fulfillment has begun, except where required by applicable law.
Estimated fulfillment and shipping information will be provided before purchase.
If a preorder experiences a significant delay, VELOURÉ LUXE will communicate available options, including cancellation or refund where required by applicable law.
4. Lost, Missing or Undelivered Packages
If your order has not arrived within the estimated delivery period, please contact Customer Care with your order number.
If tracking indicates that a package was delivered but you have not received it, we recommend checking the delivery location and contacting Customer Care promptly.
Our team will review tracking information and assist with an appropriate carrier investigation.
A missing-package report does not automatically qualify for a refund. Refund eligibility will depend on the investigation findings, the circumstances of the delivery, and applicable law.
Customers will not be denied remedies to which they are legally entitled.
5. Approved Refunds & Processing
Refunds may be approved for eligible cancellations, verified order issues, or circumstances required by applicable law.
Approved refunds are generally issued to the original payment method.
After a refund has been processed, the time required for funds to appear depends on the payment provider or financial institution.
Any legally required refund processing timeframe will be honored.
6. Returns & Exchanges
For information about physical merchandise returns, exchanges, hygiene restrictions, damaged products, and replacement procedures, please review our:
7. Customer Care
To request an eligible cancellation, report a missing package, or inquire about a refund, contact:
customercare@veloureluxecollection.com
Include your order number and a brief description of your request.
Nothing in this policy limits rights or remedies provided by applicable law.