Return And Exchange
RETURN AND EXCHANGE
We hope you love the product you ordered, but if something isn't right, please let us know.
We're sorry that you're not 100% satisfied with the items you received. We gladly accept returns and exchanges for most items in new condition. Before you decide to return or exchange items, please read our return & exchange conditions carefully and ensure that the items you want to return meet the following conditions:
RETURNS & EXCHANGES CONDITIONS:
a. All return/exchange items must be returned unworn, undamaged, unwashed, and with all original labels attached in their original packaging. If not, the buyer is responsible for all incurred fees (order fees, logistics fees, etc.), and no refund will be issued.
b. Items can be returned or exchanged within 7 days of receipt. Note that overdue requests may not be accepted.
c. We do not offer Freight To Collect (FTC) service for returned packages. If you return the packages for personal reasons, the return will be at your own cost. We are only responsible for the cost if the return is due to an error on our part.
d. We do not accept returned items that were sent back directly without notifying us first.
Step 1: Please email our customer service at support@veltoe.com to get a return authorization and return address, stating your order number and reason for return.
Step 2: After receiving your email with an exchange/return request, our customer service will send the exchange/return instructions back to you via email. Please follow the instructions to complete the exchange/return process.
For size-related returns or exchanges, kindly provide photos of the product for size measurement. Please contact us via email to initiate the process.
ORDER CANCELLATION:
You should submit an order cancellation request to our customer service at support@veltoe.com once you decide to cancel the order.
For orders canceled after 24 hours of purchase but before shipment, we will offer a partial refund after charging a 15% cancellation fee.
We will NOT accept order cancellation requests if the orders have already been shipped.
REFUNDS:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-7 business days.
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at support@veltoe.com.
Do not send it directly to the address on the parcel, as it may be a carrier’s transit warehouse, and not the correct return address.
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If the return is due to our fault (e.g., damaged or incorrect items), the consumer will not be required to pay for the shipping fee.