We want you to love what you ordered. If something isn't right, here's how our exchange process works.
Exchange Window
You can request an exchange within 3 days of delivery. Requests made after this window can't be accepted.
Condition Requirements
To be eligible, items must be:
- Unworn and unused
- In original packaging, with all tags attached
- Free of makeup, perfume, deodorant marks, or any signs of wear
Hygiene Policy for Intimate Items
For hygiene reasons, bras, panties, and other intimate items that have been opened, worn, or removed from their original packaging cannot be exchanged – unless the item you received was defective, damaged, or not what you ordered.
Exchange, Not Refund
Since we operate on Cash on Delivery, we currently offer exchanges only – we do not offer cash refunds. Eligible items can be exchanged for a different size, colour, or another item of equal value.
Return Shipping
For a standard exchange (wrong size, changed mind), the cost of shipping the item back to us is covered by the customer. If the item you received was defective, damaged, or incorrect, contact us first – we'll sort out the return at no cost to you.
How to Request an Exchange
- Message us on WhatsApp at +92 347 1666253 or email info@vellure.pk within 3 days of delivery, with your order number and reason for the exchange.
- Once approved, download and fill out our Exchange Request Form.
- Pack the item securely with the completed form enclosed, and ship it to the return address we provide.
- Once we receive and inspect the item, we'll process your exchange and arrange delivery of the replacement.
Questions about a specific order? Reach out any time at info@vellure.pk or WhatsApp +92 347 1666253.