shipping & returns
Velours ships worldwide.
Velours processes orders on weekdays (Monday through Friday, excluding holidays). You will receive a confirmation email once you’ve placed your order, and another one once your order has been shipped. PLEASE NOTE FOR PRINTS: We DO NOT provide tracking for economy shipping at the moment. Sorry for the inconvenience.
Although most orders will be shipped out within 2 business days or less, please allow up to 5 business days for processing. Holidays and high volume periods may delay this process. Once an order is placed it cannot be modified or canceled.
ESTIMATED SHIPPING TIMES AND COSTS
Delivery estimates are provided as guidelines only. The estimated shipping time may be subject to delays due to customs, shipping destination, and national holidays. We ask that you please allow up to 7 business days before contacting us in regards to your order. If you have yet to receive your order within this timeframe please contact us at firstname.lastname@example.org.
Velours is not responsible for delivery times estimated by FedEx, Canada Post, or any other third party services used.
FREE IN-STORE PICKUP
Free in-store pickup at the Velours flagship is available – for those in the Montreal area. Simply chose the “Store Pickup” option prior to checkout.
We will notify you via email when your order is ready for pickup. To collect your order, it is necessary to show a valid photo ID and the security code provided in your pickup confirmation email. Orders not collected within 14 days will be canceled and refunded via store credit.
All prices are listed in Canadian dollars. We accept payments via Visa, Mastercard, American Express, and Paypal.
Orders processed with Paypal eCheck will be held until payment has been cleared.
Please note that if your order is being shipped to an address differing from the credit card's billing address, we may request a picture of your ID and/or credit card matching the billing address.
All orders placed are subject to acceptance by Velours and all items are subject to availability.
Acknowledgment of your order means we have received your order request; it does not mean that your order has been accepted or shipped, or that item availability has been confirmed. If an item is unavailable, we will cancel it and refund the amount to the original payment method, and notify you via email.
Velours reserves the right to refuse or cancel any order.
Velours is not responsible for destination country tax and/or duty charge if incurred. Buyer will be held accountable for any restrictions, duties, taxes, and any other fees collected from the destination country.
Velours is not responsible for any lost, stolen, or damaged shipments.
RETURNED TO SENDER PACKAGES
If your package is not successfully delivered and is sent back to Velours by the courier, we will contact you and refund the merchandise. The original shipping fee is not refundable.
STANDARD RETURN POLICY
Velours will gladly return an item for store credit only. Store credit can be granted within 14 days from the order’s delivery date. Notice must be given to regarding returns, stating the order number and reason for return. Packages sent without first contacting us will not be accepted.
Returned items must be in perfect condition, unused, unwashed, undamaged, and the hang tags must not have been removed. Please return items in their original packaging, including any plastic wrap. Footwear should be returned in their original, undamaged shoe box.
Customers are responsible for the shipment costs of returns. We recommend sending the merchandise back using the most cost-effective shipping that is available to you that includes tracking. We are not accountable for returns that are lost or damaged in the post.
Once the return has been approved and received, you will be credited the amount you paid for the returned item(s), including taxes, via store credit. The original shipping charge is not refunded.
Returns attempted after 14 days will not be accepted. We reserve the right to decline a return request if the merchandise does not meet our standards. Returns for merchandise showing any sign of use (worn, damaged, stained, or missing its hangtag) will not be processed.
FREE IN-STORE RETURNS
Items purchased online can be exchanged or returned for store credit at the Velours flagship in Montreal. You must provide proof of purchase when returning items in-store. All other return policy criteria apply.
All sales of gift cards, prints, underwear, socks, hats, and books are final. Final sale items cannot be exchanged or returned for store credit.
We do not offer price adjustments for items purchased at regular price before the start of a sale.