Return policy
RETURNS / EXCHANGES:
- We hope you are satisfied with your Velour Garments order. However, if you are not satisfied with it and you want to proceed with a return, we have now integrated a new system in order to improve the costumer experience. Please go to https://go.ifreturns.com/es/velourgarments to start the process. Once you have completed it, you will receive all the information through the provided email address.
- The return of any item must be made within 14 days of receipt, in the same conditions as received (non used nor washed, with its original packaging and tags) in order for it to be eligible. Otherwise, it will not be processed.
- The package with which the return is made must have a tracking number, we will not accept any package that does not have this information.
- The buyer is responsible for the return shipping costs.
- Velour Garments is unable to cancel any order once placed due to the fast dispatch times of our warehouse. If you have placed an order by mistake, or changed your mind once it has been placed, you will be responsible for the return of the item once received.
- Digital products are not eligible for returns nor refunds once purchased.
FAULTY PRODUCTS:
- Please notify us within 3 days of receiving your order if there is any damaged product, missing piece or any other problem. Any claim must contain evidence pictures and will be strictly evaluated by our team.
- We are not responsible for any damage caused by third parties, especially if the order has not been shipped directly to the customer. (Printers, dye-house, etc).
- Faulty products will be eligible for a full refund or store credit.
- Velour Garments is not responsible for any lost or stolen packages and packages damaged during transit or delivery, please contact the courier directly in order to solve any problems that may arise upon transit or delivery.
PRE-ORDERS:
- Products that have been sold under pre-order will not be able to be modified (size, address, color, etc) or cancelled after 7 days from purchase because they will be made to order.
EXCEPTIONS:
Products that are hand finished or subject to a manual process that produces a bespoke garment are not eligible for returns or exchanges meaning all sales are final.
* We make every effort to display our products and their colors as accurately as possible, however please note that the colors of some products will always depend upon the screen of the user and we can't guarantee its proper display. Keep in mind there might also be a slightly variation due to studio lighting.
Also, please take into account our garments are handcrafted individually, meaning some products produced in the same color may present some slight variations. This can't be considered a fault since is part of our artisanal process.
Customer Service Email: support@velourgarments.com
By using our website, registering an account, or making a purchase, you hereby consent to our Return & Refund Policy and agree to its terms.
Thank You,
Velour Garments