Refund policy
RETURNS & EXCHANGES POLICY
At Velour Noir, we want you to shop with confidence. If your purchase isn't the perfect fit, we're here to help.
30-DAY RETURNS
We accept returns on eligible items within 30 days of delivery.
To qualify for a return, items must be:
- Unworn, unused, and in their original condition.
- Returned with all original packaging and dust bags.
- Free from signs of wear, damage, odors, or alterations.
Once an approved return is received and inspected, a Velour Noir store credit will be issued for the value of the returned merchandise.
Original shipping charges are non-refundable, except where required by applicable law or when the return is due to a damaged, defective, or incorrect item.
FREE SIZE OR COLOR EXCHANGES
We offer complimentary size or color exchanges on eligible items within 30 days of delivery, subject to availability.
Velour Noir will cover the shipping costs associated with an approved size or color exchange.
If your requested size or color is unavailable, you may choose another available item or receive Velour Noir store credit for the value of the eligible returned merchandise.
FREE RETURN SHIPPING
Velour Noir covers the cost of return shipping for approved eligible returns by providing a prepaid return label.
Please wait for approval and use the prepaid label we provide. Returns sent before approval or with a different shipping method may not qualify for covered return shipping.
Velour Noir also covers shipping costs for approved size or color exchanges and for damaged, defective, or incorrect items.
NON-RETURNABLE ITEMS
The following items are not eligible for return or exchange:
- Items marked as Final Sale.
- Gift cards.
- Items that have been worn, used, damaged or altered.
- Items returned without their original packaging or dust bags.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If you receive a damaged, defective or incorrect item, please contact us within 48 hours of delivery at support@velournoir.ca with your order number and clear photos of the issue.
Once reviewed and approved, we will arrange an appropriate replacement, exchange or refund. When a refund is appropriate for a damaged, defective or incorrect item, it will be issued to the original payment method.
Velour Noir will cover applicable shipping costs in these circumstances.
COMPLIMENTARY PROMOTIONAL GIFTS
If your order included a complimentary promotional gift because it met a minimum purchase requirement, the gift must also be returned if returning merchandise causes the order to fall below the qualifying threshold.
If the complimentary gift is not returned, its stated retail value may be deducted from the store credit or refund, where permitted by applicable law.
HOW TO START A RETURN OR EXCHANGE
To request a return or exchange, contact our Customer Care team at support@velournoir.ca within 30 days of receiving your order.
Please include:
- Your order number.
- The item you would like to return or exchange.
- Your reason for the request.
- Your preferred size or color for an exchange, if applicable.
Please wait for your return or exchange request to be approved before sending your item back. Once approved, we will send return instructions and a prepaid return label.
PROCESSING TIME
Once your return is received, we will inspect the item and notify you of the outcome.
Approved store credits and exchanges are typically processed within 5–7 business days after the returned item is received and inspected.
Any refunds issued to an original payment method for damaged, defective or incorrect items may require additional processing time by your bank or card issuer.
QUESTIONS?
For questions regarding a return, exchange or order, contact our Customer Care team at support@velournoir.ca