Refund policy

VELOURA ALVERA - RETURN AND EXCHANGE POLICY

We want you to love the products you receive from us as much as we love creating them. If you're not entirely satisfied, we're here to assist you throughout the return/exchange/refund process.

Return and Exchange Eligibility

(Read this to see if you are eligible for a return)

We have a 21-day return window for all items on our site and in-stores (excluding items discounted 20% or more).

All item(s) being returned/exchanged must meet the following conditions or may be subject to denial:

• Items must be unwashed.
• Items must be unworn.
• Items must be in original packaging.
• Items with pilling may be subject to denial.
• Items with markings or other stains will not be accepted.
• Items with strong odors, such as smoke, cologne, detergent, etc., will not be accepted.
• Accessories such as slides, jewelry, caps, bottles, bags cannot be returned/exchanged due to hygiene purposes.
• Bodysuits Cannot be exchanged due to Hygiene concerns.
• Returns or exchanges on socks or other undergarment pieces cannot be accepted due to hygiene purposes.

Our 21 day warranty excludes normal wear and tear and damage caused by misuse or accidents.

If your product(s) meet our return conditions our team will issue a store credit to the email attached to your order (excluding shipping costs).

Store credit / coupon codes / gift cards are valid for one year from the date of issue.

They can only be used once (any unused balance will not carry forward).

Please note that we reserve the right to deny returns after 21 days.

Item Missing from your order / Received a Damaged Item / Received an incorrect Item

If you've received an incorrect item, missing an item from your order, or an item is damaged in any way, please submit a ticket to our support team at support@velouraalvera.com. (Please note this must be done within 48 hours of you receiving the order)

Out-of-Stock Exchanges

If the desired exchange product is out of stock, we will issue store credit valid for up to 12 months from the date of issue.

Return Shipping and Locations by Order Type

In-Store Purchases

• All purchases made at any of our physical stores can only be exchanged at the same location where the item was originally purchased.
• We do not accept returns or exchanges for in-store purchases made at a different location.
• Please ensure that all standard return and exchange conditions are met before visiting the store.

International Orders

Please Email our customer support team at support@velouraalvera.com and we will help you through the process.

Returns on Sale Items

Any items discounted 20% or more are considered final sale and cannot be returned for a refund or exchange.

Items discounted less than 20% are welcome to be returned within our 21-day window provided that all return conditions are met.

Exchanges on items received as a Gift

Exchanges for gift items can only be requested for the same item/color in alternate sizes. When requesting an exchange, please coordinate with the gift giver, as we may require their email and contact number to verify the purchase.

*Refunds/ store credits will not be issued for gift items.