Velorse follows a replacement-first approach. Because every piece is hand-finished in small batches, we resolve issues with a free replacement or size exchange wherever possible. Monetary refunds are reserved for the rare scenarios listed in our Refund Policy.
Eligible for Free Replacement / Exchange (Our Fault)
If the issue is on our end, we replace or exchange the item completely free of charge:
- Size or fit mismatch vs the Velorse size chart
- Manufacturing defect (broken zip, open seam, fabric flaw)
- Wrong product delivered
- Damage in transit (report within 24 hours with unboxing photo / video)
Replacement / Exchange — Customer's Fault
If the issue is not our fault (change of mind, styling preference, ordered wrong size, etc.), a replacement or exchange is still possible with the following charges:
- ₹100 Replacement Charge — applicable for all non-fault replacements or exchanges
- Return shipping cost — customer must arrange and pay for return shipping to our atelier
Not Eligible for Return or Replacement
- Any product being sold on discounts, promotions or marked as final-sale
- Made-to-measure or customised pieces
- Worn, washed, altered items or items returned without tags / hygiene seal
- Minor fit preferences within size-chart tolerance
How to Request
- Raise the request within 48 hours of delivery
- Email hello@velorse.com or WhatsApp +91 99874 39348 with order number, reason and photos
- We'll authorise the return and provide return shipping instructions
- Pack the item in its original packaging with all tags attached
- For our-fault cases: replacement is dispatched within 3–5 business days of the returned item reaching our QC team
- For customer's-fault cases: replacement is dispatched within 3–5 business days after we receive the returned item plus ₹100 replacement charge
COD Orders
Cash on Delivery orders carry a ₹50 extra charge, collected online at the time of order placement. This is a non-refundable convenience fee for COD service. It is separate from the order value and is not adjusted against the order. The ₹50 is forfeited on customer-side refusal or RTO.
Need Help?
Live Chat connects you to a real human agent, or call +91 99874 39348 (Mon–Sat, 10:00–19:00 IST).
