Return and Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at info@vela-vale.com.
If your return is accepted, we’ll provide you with instructions on how and where to send your package. Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@vela-vale.com.
Damages and issues
Please inspect your order upon arrival 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 items cannot be returned, including:
- Gift cards
- Personalised or custom-made products
- Certain hygiene-related items such as underwear or swimwear without hygiene seals
Sale items may only be returned if faulty or defective.
Please contact us if you have questions or concerns about your specific item.
Exchanges
We do not offer direct exchanges. The fastest way to ensure you get what you want is to return the item you have and place a separate order for the new item.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved.
If approved, you’ll automatically be refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@vela-vale.com.
Return shipping and fees
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
We do not charge any restocking fees for returns.
Contact Information
Customer service hours (EST):
Monday to Friday: 09:00 AM – 05:00 PM
Saturday and Sunday: Closed
We aim to respond to your inquiries within 24 hours.
Email: info@vela-vale.com
Phone number: +15733045409
Business Information
Store name: Vela Vale
Company name: JWK E-com
Warehouse address: 978 Francis Mine, Nevada City, California, 95959, United States
Company address: Hertogstraat 10, 2405 ZH, Alphen aan den Rijn, The Netherlands
Company Number: 91469457