Our promise: if you change your mind, we make it easy.
We want you to love your Velouré. If a bottle isn't right for you, here is how we will make it right.
Under EU consumer law, you have 14 days from delivery to withdraw from your purchase without giving any reason. Velouré extends this to 30 days for unopened bottles. To exercise this right, email us at returns@veloure.com with your order number before the 30-day window closes.
For hygiene and safety reasons, we cannot accept returns on opened or used fragrance bottles, unless the product is defective.
If your bottle arrives damaged or with a manufacturing defect, contact us within 14 days of delivery with photos. We will arrange a free replacement or full refund, at your choice. Shipping costs are on us in this case.
Once we receive and inspect the return (usually within 5 business days), we will refund the full purchase price to the original payment method via Stripe. Refunds typically appear on your statement within 5–10 business days, depending on your bank.
The original outbound shipping cost is non-refundable unless the return is due to our error or a defect.
As Velouré currently sells a single fragrance, we do not offer exchanges. If you want to re-order, we will refund the original purchase and you can place a new order separately.
For gift orders, the refund will be issued to the original purchaser. We can mark the gift recipient as the contact for return logistics.
Customers outside the EU may return unopened bottles within 30 days for a refund, but return shipping is at your expense unless the item is defective. Any customs duties paid are non-refundable by us.