Frequently Asked Questions

 You may request your return in our returns portal linked here, our footer menu or main menu.

In order to be eligible for a return:

 - Must request a return within 7 days starting from the day the package is marked delivered

- Only domestic (U.S) orders are eligible for a return or exchange

- Items must be in the same condition with tags attached

After you request a returns via our returns portal you will hear back from us wether it was rejected or approved within 1-3 business days. If rejected, we will add a reasoning. 

If approved, you will be sent a return shipping label via e-mail and an e-mail with instructions.

International orders (orders outside the U.S) and sale items (ending in .00 & sale category) are final sale.

Return Policy 

Returns Portal 

Please read our return policy before proceeding requesting a return to see if your order is eligible.

 Once an order is confirmed we do not allow order cancellations.

CONFIRMATION OF ORDER

 Once an order is placed our platform automatically will send a confirmation to the primary contact information you provided at checkout such as your e-mail or SMS. If you have not received a confirmation e-mail we suggest you check your spam folder first. If not found in your spam folder, please contact us at shopvelorella@gmail.com with your name, order number or address so we can search your order and resend you a confirmation e-mail.

SHIPPING CONFIRMATION

You will receive a shipping confirmation automatically to your e-mail or SMS that includes your tracking number once your order is fulfilled. 

Once the tracking number is activated it can take 16-48 hours to get updates from USPS, UPS or FedEx (depending on the shipping carrier)

 We are based in Austin, Texas

 We have a high volume of customers and limited stock therefore we sell out quick! We restock different styles at different times due long production and arrival times from the manufacture therefore we can not give an exact ETA of all the items. However, you may stay updated on restocks by adding your e-mail to the waitlist on the product page of the out of stock item therefore you will be one of the first to be notified as soon as it restocks.

We suggest you subscribe to our newsletter, follow us on Instagram @shopvelorella or join our SMS marketing group in order to get updated on restocks prior.

 Usually when an order is cancelled by us it is due to the item being out stock or our platform is signaling it is a fraudulent order.

A cancellation e-mail will include the reasoning for cancellation and you will be refunded 1-3 business days.

 According to most of our customers following the size chart did lead them to buy the correct size which is true to size. Most of our items have over 2% Spandex to provide enough stretch in order to prevent sizing issues and a hugged fit! We try to work with the same manufatures and vendors in order to keep the sizing as consistent as possible. 

 We suggest to always check customer reviews if provided on the product page for better insight of the item!