Returns
Returns & Exchanges
At Venlour, we design products with intention, quality, and longevity in mind. If something isn’t right, we’re here to help.
Returns Eligibility
We accept returns within 30 days of delivery, provided that:
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The item is unused, unworn, and unwashed
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It is in original condition
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It is returned in original packaging, including pouches, boxes, and inserts
For hygiene reasons, certain items have specific conditions (see below).
Non-Returnable Items
Due to the intimate and hygienic nature of our products, the following cannot be returned or exchanged unless faulty:
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Sleep masks
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Bedding or pillowcases that have been used, washed, or removed from protective packaging
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Gift cards
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Final sale or discounted items (clearly marked at purchase)
If an item arrives damaged or defective, please contact us immediately so we can make it right.
Exchanges
If you’d like to exchange an eligible item (for a different colour or variation):
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Exchanges are subject to stock availability
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Items must meet the same eligibility requirements as returns
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We recommend contacting us first to reserve your replacement
Refunds
Once your return is received and inspected:
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Approved refunds are issued to the original payment method
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Processing may take 5–10 business days, depending on your bank or provider
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Original shipping fees are non-refundable
Return Shipping
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Customers are responsible for return shipping costs unless the item is faulty
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We recommend using a tracked service, as Velour is not responsible for lost returns
How to Start a Return
To initiate a return or exchange, please contact us at:
Include:
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Your order number
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The item(s) you wish to return
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The reason for return
Our team will guide you through the next steps.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please email us within 48 hours of delivery with photos so we can resolve this promptly.
A Note on Care & Responsibility
Velour products are crafted from premium materials and require gentle care. We encourage reviewing care instructions before use, as damage caused by improper handling or washing is not considered a fault.