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shipping
& returns
Shipping
You’ll receive an email confirming your order once payment is processed, and another email with your tracking number once your package is ready to ship.
Please allow up to 2 business days for tracking activation.
Make sure your shipping address is complete and accurate, including your apartment number. If a package is returned to us due to an incomplete address, additional shipping fees may apply to reship your order.
We do not ship to PO boxes.
All orders are shipped via Canada Post.
Returns & Exchanges
Return Policy
Velours cannot refund original shipping fees.
All items from special collaborations are final sale.
Items purchased online cannot be returned in store. Please follow the return instructions below.
Items purchased at our flagship store must be returned in person. Follow the instructions on your store receipt.
If you received the wrong item or a defective product, contact us at contact@velours.com.
Return Instructions
You have 7 days from receiving your order to contact us at contact@velours.com and request a return authorization.
Once your return is approved, you have 10 days to send us your package’s tracking number.
Include the Return Authorization form provided by our team inside your package. We need it to process your return.
After your return is received and approved, please allow up to 5 business days for your Online Store Credit to be issued.
Velours is not responsible for return shipping costs, custom charges, or items lost or damaged during return transit.
All returned items must be in original, resellable condition: unworn, unwashed, with tags attached and in the original packaging.
Gift Cards
Velours Online Gift Cards work for all products on our website.
To check the balance of your card, contact us at contact@velours.com.
Refunds for items purchased using Online Gift Cards are credited back to the same card.
Online Gift Cards never expire, cannot be refunded, and cannot be used in-store. (Physical gift cards for in-store purchases can be bought at our flagship.)
Payment & Security
Payments are processed securely through Wix Payments, Square or PayPal.
Your bank may apply currency conversion fees depending on your card issuer.
Orders shipped to the USA may be subject to customs and duty charges.
We are not responsible for these fees.
The Free Shipping option does not cover duty or custom charges.
International orders may also be subject to duties and customs.
We are not responsible for these charges.
Free Shipping does not include duty or customs clearance fees.
If your shipping address differs from your billing address, we may request verification (ID or credit card photo matching the billing address).
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