Refund policy
Refund & Withdrawal Policy
We want you to love your VELOUS shoes. Returns and exchanges are available within 30 days of delivery, for merchandise in its original condition.
- Products must be returned unworn and unused, with all original tags still attached.
- We appreciate you trying your VELOUS shoes on inside to maintain the original condition.
- Netherlands customers: Return shipping is free of charge.
- All other countries: Return shipping costs are at the customer's expense.
EU Right of Withdrawal
If you are an EU consumer, you have the right to withdraw from your purchase within 14 days of delivery of the last item in your order, without giving any reason.
To exercise your right of withdrawal, you must inform us of your decision by submitting an unambiguous statement before the 14-day period expires. You can do this by:
- Using the self-serve return portal (see instructions below), or
- Emailing us at info@velousfootwear.nl
After withdrawing, you must return the goods to us within 14 days. We will issue a full refund — including any standard delivery costs — within 14 days of receiving the returned goods or proof of shipment, whichever comes first. The refund will be made using the same payment method as your original purchase.
Please note: the right of withdrawal does not apply to goods that have been worn or used, or that cannot be returned for hygiene reasons once unsealed.
Submit a return request
To start the return or exchange process, please click here, follow the instructions below, or email us at info@velousfootwear.nl.
Click the profile icon in the store's navigation.
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Log in to your account:
- In the "Email" field, enter your email address, and then click "Continue".
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter the six-digit verification code.
- Click the order that you want to submit the return for.
- If your order has more than one item, select the items that you want to return.
- Select a return reason and add a note for the store.
- Click "Submit request".
If your return request is approved and requires shipping, you will receive an email with shipping instructions and a return shipping label (Netherlands only). After the product is returned, you will receive a refund within 14 days.