Refund policy

Velantra Return, Refund & Warranty Policy

Effective July 2026

If something isn't right with your order, we'll make it right. Email us at customerservice@velantrafashion.com and we'll respond within one business day. Every request on this page — cancellations, returns, refunds, warranty replacements — is handled directly by our team, and eligible refunds go straight back to your original payment method. You never need to involve your bank to get your money back.

Our Two-Year Warranty — Free Replacement

Every Velantra bag is covered by a two-year warranty from the day your order is delivered. If your bag develops a defect in materials or construction — stitching comes undone, a clasp or zipper fails, a strap or handle separates, the lining tears — we will send you a free replacement. No repair fees, no shipping charges, no fine print.

To make a warranty claim, email customerservice@velantrafashion.com with your order number, a short description of the issue, and 2–3 photos. We'll review your claim within 2 business days and ship your replacement free of charge.

The warranty doesn't cover normal cosmetic wear and patina, damage from misuse or accidents, or items modified or repaired by a third party. Full details are on our Two-Year Warranty page.

Order Processing & Cancellations

We move quickly: orders are sent to our fulfillment center shortly after they're placed — often within the hour — so they can get to you as fast as possible. Because of this, contact us within 1 hour of placing your order to cancel it, and we'll cancel and issue a full refund.

After that window, your order has usually already entered fulfillment and can no longer be intercepted. You're still fully protected: once it arrives, you can return it unused within 30 days for a full refund of the product price.

Changing or Removing Items From an Order

Ordered more than one item and changed your mind about part of it? Email us with your order number and the item you'd like removed, and we'll refund that item to your original payment method. If the full order has already shipped, we'll handle the removed item as a standard return.

If Your Order Is Delayed

Delivery estimates are estimates, and occasionally an order takes longer than expected. If your order is delayed, we'll email you proactively with the updated timeline. If your order is significantly delayed and you'd rather not wait, email us — we'll issue you a full refund. You don't need to wait for the package to arrive, and you never need to open a bank dispute. A shipping delay will never cost you your money.

30-Day Returns & Exchanges

You can request a return or exchange within 30 days of delivery for unused items in their original packaging with all tags attached. Email customerservice@velantrafashion.com with your order number and we'll send you a return authorization and simple instructions.

• Items must be unused, with all tags attached and original packaging included.
• Return shipping is the customer's responsibility unless we made an error with your order.
• We may decline returns for items that arrive worn, washed, or otherwise not in original condition.

Where to Send Your Return

Email us first at customerservice@velantrafashion.com so we can issue your return authorization. Once you have it, send your bag to:

Velantra Returns
4805 McKinney Ave, Apt 413
Dallas, TX 75205
United States

Please write your order number on a note inside the package so we can match it to your account the day it arrives. We recommend using a tracked shipping service, since we can only refund returns we actually receive.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or isn't what you ordered, email us clear photos of the item, packaging, and shipping label within 7 days of delivery. We'll make it right with your choice of a free replacement or a full refund — at no cost to you.

Non-Returnable Items

• Gift cards
• Items marked final sale at the time of purchase
• Items that are used, damaged after delivery, or missing tags and original packaging
• Orders confirmed delivered to the address provided, where the package was lost or stolen after delivery (see our Shipping Policy)

Refund Processing

Approved refunds are issued to your original payment method. Cancellation, item-removal, and delay refunds are issued as soon as we confirm them with you; return refunds are issued once your return is received and inspected. Please allow 5–10 business days for the credit to appear on your statement, depending on your bank. Original shipping fees are non-refundable unless we made an error with your order.

A Note on Chargebacks

If you're ever unhappy with an order, please email us before opening a dispute with your bank. We resolve refund requests in days, while a bank chargeback typically takes 30–90 days to complete — and once a dispute is opened, the card network freezes the transaction, which means we're no longer able to refund you directly until the dispute is closed. Contacting us first is always the fastest way to get your money back.

Customer Support

We're here to help with anything at all.

Email: customerservice@velantrafashion.com
Address: 259 Spring Street, Mooresville, NC, 28115, United States
Returns Address: Velantra Returns, 4805 McKinney Ave, Apt 413, Dallas, TX 75205, United States

This policy was last updated on August 13, 2026.