What is Velvibra’s return policy?
We want you to love every Velvibra’s piece!
If you are not satisfied, you may return the item within 60 days from the date of order.
In order to protect the health and hygiene of all our customers, we ask that you wear underwear or bottoms when trying on items.
Returns and exchanges are possible in the following cases:
The item has not been worn, has not been washed, has intact tags, is in its original packaging, and was purchased within 60 days. Free gifts, bras & underwear and items marked final sale are not eligible for return.
The following cannot be returned or exchanged:
• Items that have been worn outside
• Items that have been washed
• Items with incomplete labels
• Items with incomplete packaging
• Items that are more than 60 days old
We hope you understand and comply with our return policy. We will do our best to provide you with excellent after-sales service.Need guidance? Our team is just an email away.
How do I request an exchange or return for my order?
If you want to have a return or an exchange, please contact us at service@velvibra.com, and inform us of your order number and your exchange/return request.
We will solve the problem for you properly, we hope to find out what the problem is and continue to improve, everything to give you a better experience.
Who pays the shipping costs in the case of a refund or return?
If you are returning items, you are responsible for return shipping costs. You should ship your return yourself. We recommend using an insured, traceable method and we are not responsible for lost packages. In the unlikely event that we have inadvertently shipped you the wrong item, or you have received a damaged item, please email our customer service team at service@velvibra.com immediately so that we can waive your return shipping fee and replace the item for you. Replacement items will be shipped free of charge.
How to get refund?
Please fill in the return tracking number in the return system when you send your package. We need the tracking number to process your refund.
If your return is accepted, we will process your refund and apply it to the original payment method. We will notify you via email.
Please note：As processing times for banks or payment platforms may vary, it may take 5-10 days for you to receive your refund.
Please note: We are unable to offer free exchanges or free returns for international shipments. Shipping costs for returns and exchanges are the responsibility of the buyer. Shipping charges for original orders are non-refundable.
Please feel free to contact us at service@velvibra.com for any refund questions.
How long after I complete a purchase can I ask for a refund?
We hope you enjoy your purchase!
If you are not satisfied, you may return the item within 60 days from the date of order.
What should I do if I receive a faulty item?
We apologize if you received a faulty item.
Please send a photo of the damaged product to service@velvibra.com with your order number and we would be happy to help you with a resolution.
Please note that any damaged item outside of a 60 days return window cannot be returned or refunded.
What should I do if I closed my bank card or lost it?
Currently, we can only issue a refund to the original payment method, meaning that we cannot issue a refund to a new account or card.
If you have a new credit card, but the original account remains active, the refund will be processed back to your account.
If the account has been completely closed, please consult the bank first. You can reach out to us at service@velvibra.com if you need further assistance.