Exchange Policy

Refunds & Exchanges Policy

At Velah.shop, every piece is designed and crafted with care.
We encourage mindful purchasing, as we do not offer refunds. Please take a moment to carefully review all product descriptions before completing your order.
If you’re unsure about an item, our support team is always happy to help.

By placing an order, you agree to the policies outlined below:

Exchanges

You have 14 days from the date of delivery to request an exchange.

To begin, please email us at support@velah.shop with your order number and include clear visual proof (such as photos or videos) showing the item’s condition and that all original tags are still attached.

We can offer:

  • A different size,
  • A different style, or
  • Store credit (valid for 6 months).

Please note: Hijabs and similar headwear are not eligible for exchange or return due to hygiene reasons.

All items must be returned in original packaging, unworn, unwashed, and undamaged, with all original tags attached.

Items That Cannot Be Exchanged

  • Worn, washed, or altered items
  • Hijabs and accessories (for hygiene reasons)
  • Sale or discounted items
  • Gift cards or store credit

Refunds

All orders are final and non-refundable.

If an item arrives faulty or damaged, we will gladly arrange a replacement, exchange, or store credit once the product has been returned and inspected.
Please provide clear visual proof (image or video) of the issue, and our team will review your case promptly.

The only valid reason for a return is a damaged or defective product.
No other reasons (including change of mind, incorrect address, or refusal to pay customs fees) will be accepted under any circumstance.

Returns for damaged items must be initiated within 14 days of purchase.

Please note: a loose thread or minor imperfection does not qualify as a manufacturing fault.

Shipping fees, customs charges, and duties are non-refundable.

Shipping & Returns

  • Return shipping costs are the customer’s responsibility.
  • Please use a tracked courier service — Velah.shop is not liable for lost or delayed parcels.
  • All exchanges must be approved by our team before sending any items back.

Cancellations & Order Changes

Orders cannot be cancelled once processing has begun.

If you wish to make changes (such as size or style), please contact us within 2 hours of placing your order.