Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Return Eligibility

To be eligible for a return, your item must be:

  • In the same condition that you received it

  • Unworn or unused

  • With original tags attached

  • In its original packaging

  • Returned with proof of purchase (receipt/order confirmation)

If these conditions are not met, we may not be able to accept your return.

How to Start a Return

To start a return, contact us at: contact@velovoila.com

Please include the completed return request form (below) in your email.

If your return is accepted, we will send you:

  • A return shipping label

  • Instructions on how and where to send your package

Important: Items sent back to us without first requesting a return will not be accepted.

Return Address

Approved returns must be sent to:

Velovoila
Sint Petrusstraat 6
5854 BB Bergen LB
The Netherlands

Questions

If you have any questions about returns, contact us at contact@velovoila.com

Return Request Form (Copy/Paste into Email)

Customers can copy the form below and email it to contact@velovoila.com.

Subject line (recommended): Return Request – Order #[ORDER NUMBER]

Full Name:
Email Address:
Order Number:
Date item was received:

Item(s) to return (name / size / color / quantity):
1)
2)
3)

Reason for return (choose one):

  • Wrong size

  • Wrong item received

  • Damaged or defective

  • Changed my mind

  • Other (please specify):

Item condition (confirm):

  • Item is unworn/unused: Yes / No

  • Tags attached: Yes / No

  • Original packaging included: Yes / No


Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on gift cards.


Exchanges

We do not offer direct exchanges. This means it is not possible to exchange an item for a different size, color, or product.

If you wish to receive a different item, you must first return the original item in accordance with our return policy. Once your return has been approved and processed, you will need to place a new order separately for the desired item through our webshop.

This process allows us to manage returns and inventory accurately and to ensure that all orders are processed and shipped as efficiently as possible.

 

Restocking Policy

We do not charge a restocking fee for returned items.

No Restocking Fees

  • All eligible returns are processed without any restocking or handling fees.

  • The full purchase price of the returned item will be refunded, subject to the conditions outlined in our Refund Policy.

 

Order Cancellation

After an order is placed, it is automatically entered into our processing system. Customers may cancel their order within 4 hours of placing it, provided it has not yet been processed. Once processing has started, cancellation is no longer possible.

 

Return Shipping Costs

The cost of returning an item is the responsibility of the customer. Customers are required to cover all return shipping costs unless the return is due to a defective, damaged, or incorrect item received.

We recommend using a trackable and insured shipping service, as we cannot be held responsible for returns that are lost or damaged during return transit.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@velovoila.com.