Refund policy

At VÈLA, we are committed to providing high-quality fashion products and a positive shopping experience. If you are not fully satisfied with your purchase, we are happy to offer returns and refunds under the conditions outlined below.

Returns

 • Returns are accepted within 30 days from the date you receive your order
 • Items must be unused, unworn, unwashed, and returned in their original condition, including all tags and original packaging
 • No items are marked as final sale and all eligible items may be returned

Return Shipping

 • Free return shipping is provided for eligible returns
 • No restocking fees will be charged

Refunds

• Once your return is received and inspected, we will notify you regarding the approval of your refund
 • Approved refunds will be issued to the original payment method
 • Processing times may vary depending on your bank or payment provider

Damaged or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery at owner.vela@outlook.com, including your order number and clear photos of the issue.
We will arrange a replacement or full refund at no additional cost.

Lost or Missing Packages

VÈLA is not responsible for packages marked as delivered by the shipping carrier.
However, if your package is lost in transit or has not arrived within a reasonable timeframe, please contact us and we will assist in investigating the issue with the carrier.

Non-Returnable Conditions

Returns may be refused if items:
 • Show signs of wear, use, washing, or alteration
 • Are returned without original tags or packaging
 • Do not meet the conditions outlined in this policy

Australian Consumer Law

This policy is provided in addition to your rights under the Australian Consumer Law (ACL).
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

How to Initiate a Return

To initiate a return, please contact us at owner.vela@outlook.com with your order number and reason for return. Our customer support team will guide you through the next steps.