Customer Care
Returns & Replacements
We want you to love every piece. Because some pieces are made just for you, we have two policies — one for our standard collection and one for customized pieces.
Standard Pieces
Return & Full Refund
Pieces from our regular collection can be returned within 7 days of delivery for a full refund.
Customized Pieces
Replacement Only
Pieces made in your chosen colors or fragrances are crafted specifically for you, so they can't be refunded. If one arrives damaged or defective, we'll replace it at no cost.
To Qualify
Eligibility Conditions
Standard returns
Within 7 days of delivery
- ✦Unused, unlit and in its original condition
- ✦In the original packaging, with all labels and inserts
- ✦Free from scratches, chips or marks caused after delivery
- ✦Accompanied by your order number or proof of purchase
Customized replacements
Damaged or defective only
- ✦Reported within 48 hours of delivery
- ✦Damaged in transit or defective in how it was made
- ✦Photos of the item and its packaging shared with us
- ✦Unused, with damage not caused by use or handling after delivery
Customized pieces can't be returned for a change of mind, and items bought on final sale or gift cards are not eligible for return.
Step by Step
How to Request a Return or Replacement
01
Reach Out
Email or WhatsApp us with your order number and whether you'd like a return or a replacement. For damage, include clear photos.
02
We Review
We'll confirm eligibility, usually within a day, and share the return address or arrange a pickup.
03
Ship It Back
Pack the item securely in its original packaging and share the tracking details with us.
What Happens Next
Refunds & Replacements
Refunds
Once your return reaches us and passes inspection, a full refund is issued to your original payment method within 5–7 business days. Your bank may take a few extra days to show it.
Replacements
Once we confirm the damage or defect, we'll handcraft your piece again to the same specifications and dispatch it within 7–10 business days, with shipping on us.
Need Help?
Write to us at support@velouraart.com or message us on WhatsApp — we usually reply within a day.
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