Refund policy

Thank you for shopping with us. We want you to love your purchase and we’re here to help if something isn’t right. Please read our returns and refund guidelines below.


1. Eligibility for Returns

We accept returns under the following conditions:

  • The return request is made within 2 days  of receiving your order.

  • Items must be unused, unwashed, unaltered and in their original packaging.

  • Tags and hygiene seals (where applicable) must remain attached.

Due to hygiene reasons, we cannot accept returns on:

  • Any items worn close to the face or hair

  • Clearance or final sale items

 

2. Exchanges

  • We do not offer exchange however in certain cases store credit or a refund may be issued.

 

3. Non-Returnable Items

We do not accept returns or refunds for:

  • Items marked “final sale”

  • Damaged items caused by customer misuse

  • Products returned with makeup stains, perfume or visible wear


4. Return Process

To start a return:

  1. Email us at veleia.contact@gmail.com with your order number and reason for return.

  2. We will respond within 1-2 business days with approval and instructions.

  3. Once approved, ship your item back to us using a tracked service.

  4. After receiving and inspecting the item, we will process your refund or exchange within 5-7 business days.

 

5. Return Shipping Costs

  • Customers are responsible for return shipping costs.

  • If the item arrived damaged or you received the wrong order, we will cover the return shipping fee.


6. Refunds

Refunds are issued to your original payment method or as store credit. We reserve the right to refuse a refund if the returned item does not meet our return criteria.

Please allow:

  • 3-5 business days for us to inspect the item

  • 5-10 business days for your bank or payment provider to process the refund


7. Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

  • Contact us within 48 hours of delivery

  • Provide clear photos of the issue

  • We will replace the item or issue a refund at no extra cost to you


8. Lost or Stolen Packages

We are not responsible for packages lost or stolen after the carrier marks them as delivered.
Please contact the carrier directly for claims.


9. Contact Us

For all return or refund enquiries, reach out to:
📧 veleia.contact@gmail.com
We aim to respond as quickly as possible.