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Returns & Exchanges

ALL SALES ARE FINAL. All sales of our lashes, cosmetics, accessories, and bundles are final sale. Due to hygienic reasons and the nature of our products, our items cannot be returned for exchange, credit, or refund. We are sorry for any inconvenience this may cause. We want to ensure you have the best experience with our products, if there're any other concerns, please contact us at 

Velour does not price match if you have purchased before the sale or other promotions. Thank you for your understanding.

Damaged or Defective Product

If an item you received appears to be damaged or defective, please email us within 3 months of receiving your order. Please contact indicating your Order Number and a photo of the product. Velour reserves the right to refuse store credit refund/replacement if the claim passes the 3 months period since receiving. If the product is deemed defective by Velour, you will be eligible for replacement of the same item or store credit in terms of our loyalty points. Please allow our Velour Connoisseurs up to 48 hours to approve this request.

If you bought our products from a different website (such as Sephora or ULTA), please make sure to attach your receipt as well. Without a receipt, we will not be able to accept any defective products. Thank you for your understanding! 

How do I cancel/modify an order?

All orders once placed cannot be edited or changed due to our internal processes with the warehouse. Order cancellation requests will be considered, but are not guaranteed as all sales are final. Please email indicating your Order Number for cancellation. 

Refused or Returned Packages

In any case of a Refused or Returned package, the shipping cost will be deducted from any refund, if eligible.

Incorrect Shipping information

Shipping labels are generated according to the client's submitted shipping information. If you have submitted an incorrect address, please email immediately with your Order Number and the correct address. If the order has already been processed by our warehouse, it is the client’s responsibility to contact the carrier for any address changes.

What if my package gets lost or stolen?

Velour is not responsible for lost or stolen products. Please contact us at with your Order Number and Tracking information to determine the cause. Velour reserves the right to determine the replacement of any products if deemed necessary.