Refund policy

Refund Policy

Our return window covers 30 days from your purchase date. If more than 30 days have elapsed since your purchase, we regret that we are unable to provide a refund or exchange.

You can also submit your refund or return request directly through our Refund Portal.

1. Returns

For a return to be accepted, the item must be in its original, unused state. It should also be in its original packaging.

Some types of products cannot be returned. Perishable items including food, flowers, newspapers, or magazines are non-returnable. We also cannot accept returns on intimate or sanitary products, hazardous materials, or any flammable liquids or gases.

Additional items that cannot be returned:

• Gift cards
• Downloadable software
• Select health and personal care products

You will need to provide a receipt or order confirmation to complete your return.

Please do not ship your item back to the manufacturer directly.

2. Refunds (when applicable)

After we receive and examine your returned item, we will send you a notification email confirming receipt. You will also be informed whether your refund has been approved or denied.

Upon approval, your refund will be processed and a credit will be automatically applied to your original payment method within a reasonable timeframe.

3. Delayed or Missing Refunds

If you haven't received a refund yet, please first verify with your bank account.

Then reach out to your credit card provider, as it may take additional time for the refund to appear officially.

You may also wish to contact your bank directly, since processing times can vary.

If you have completed all these steps and still have not received your refund, please email us at contact@veloatelier.shop. You may also check the status of your refund through our Refund Portal.

4. Sale Items

Only regular-priced items may be refunded. Unfortunately, discounted or sale items are not eligible for a refund.

5. Exchanges

We will only exchange items that arrive defective or damaged. To request an exchange for the same product, please reach out to us at contact@veloatelier.shop. Alternatively, you can submit your request via our Refund Portal.

6. Return Shipping

Please send your return to: 1100 Augusta Street Lisbon, Lisbon 1100 Portugal.

You are accountable for covering the return shipping expenses. Shipping fees are non-refundable. Should you receive a refund, the cost of return shipping will be subtracted from the total amount.

Delivery times for exchanged products may vary depending on your location.

For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned package.