Refund policy

Return & Exchange Policy

Thank you for shopping at Velora. We take great pride in the quality of our wigs and want you to love your purchase. Due to the sensitive and personal nature of hair products, we enforce a strict hygiene policy to ensure the health and safety of all our customers.

Please read our Return & Exchange Policy carefully before placing your order.

1. Return Window

We accept returns or exchanges within [7 / 14] days from the date your tracking number shows your order was delivered. Requests submitted after this period will not be eligible for a refund or store credit.

2. Hygiene & Return Conditions

To be eligible for a return or exchange, your item must meet all of the following criteria:

Unworn & Unaltered: The wig must be in its original, brand-new condition. It must not have been worn, brushed, styled, washed, cut, or altered in any way.
Lace Intact: The lace front or full lace must not be cut, trimmed, or bleached.
Original Packaging: The item must be returned in its original box, silk bag, net, and include all tags, gifts, or accessories originally included.
Odor-Free: Items must be free of any odours, including perfume, smoke, hair products, or sweat.

Note: Any returned item showing signs of wear, cut lace, altered styling, or missing original packaging will be refused and sent back to you at your expense.

3. Non-Returnable Items

For health, hygiene, and custom production reasons, the following items cannot be returned, exchanged, or refunded:

Final Sale / Clearance items
Custom, made-to-order, or customized wigs (including pre-bleached knots, pre-cut lace, or custom coloring requested by the customer)
Wig caps, accessories, adhesives, and care products (shampoos, oils, brushes)

4. Damaged or Defective Items

We inspect all Velora wigs before shipment. However, if you receive a defective or incorrect item:

Contact us within 48 hours of delivery at [support@velora.online].
Include your order number, a brief description of the issue, and clear photos/videos showing the issue alongside the intact lace.
If confirmed defective, we will provide a prepaid shipping label and issue a full refund or replacement.

5. Return Shipping Costs & Fees

Customer Responsibility: Except in cases of seller error or defective items, customers are responsible for all return shipping fees.
Tracking Recommended: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Restocking Fee: Returns for a refund are subject to a [10% / $15] restocking fee to cover handling and re-inspection. (Optional: Restocking fees are waived if you choose store credit instead).

6. How to Start a Return

Visit our Return Portal at [Your Shopify Returns Portal Link] or email us at [support@velora.online] with your Order Number and the email address used for purchase.
Provide photos showing the wig, the uncut lace, and original packaging.
Once approved, you will receive instructions on where and how to send your package.
Pack the item securely and ship it to the provided address. Do not send your return without prior approval, as unapproved returns will be rejected.

7. Refunds & Store Credit

Once your return is received and thoroughly inspected by the Velora team (typically within 3–5 business days of arrival), we will notify you via email regarding the approval or rejection of your return.
If approved, your refund will be processed back to your original payment method within 5–30 business days (minus any applicable restocking fees or original shipping costs).
Alternatively, you can opt for Velora Store Credit, which will be issued via a digital gift card with no processing delay.

Contact Us

If you have any questions about our Return Policy or need assistance choosing the right shade or density before buying, please reach out to the Velora team: