Return policy

At HEY VELIA, we want you to feel confident and comfortable with every purchase. If your order isn't quite right, we're happy to help with our simple return and refund process.

1. Return Window

We accept eligible returns within 30 days of the delivery date.

To be eligible for a return, the item must:

  • Be unworn and unused
  • Be in its original condition
  • Have all original tags attached
  • Be free from makeup, perfume, stains, odors, or other signs of wear
  • Include the original packaging when applicable

Items that do not meet these requirements may not be accepted for return.

2. Non-Returnable Items

For hygiene and product-protection reasons, certain items may not be eligible for return, including:

  • Final sale items
  • Clearance items
  • Gift cards
  • Items marked as non-returnable at the time of purchase
  • Items that have been worn, washed, damaged, altered, or otherwise used

Any special return restrictions will be clearly stated on the applicable product page before purchase.

3. How to Start a Return

To request a return, please contact us at:

Email: info@heyvelia.com

Please include:

  • Your order number
  • The name of the item you wish to return
  • The reason for the return
  • Photos of the item, if the item is damaged or defective

Please contact us before sending your item back. Our customer service team will provide the return instructions and return address.

4. Return Shipping

Unless the return is due to an error on our part, customers are responsible for the cost of return shipping.

HEY VELIA will cover reasonable return shipping costs when:

  • You received the wrong item
  • The item arrived damaged
  • The item has a confirmed manufacturing defect

We recommend using a shipping service with tracking. HEY VELIA is not responsible for return packages that are lost or damaged while being shipped back to us.

5. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Once your refund is approved, we will generally process it within 3–5 business days. After the refund has been processed, please allow an additional 5–10 business days for your bank or payment provider to post the refund to your account. Actual processing times may vary depending on your financial institution or payment provider.

Original shipping charges are generally non-refundable unless the return is due to an error on our part.

6. Exchanges

We may offer exchanges for eligible items depending on product and size availability.

If you would like to request an exchange, please contact:

info@heyvelia.com

If the requested replacement is unavailable, we can assist you with an eligible refund instead.

7. Damaged, Defective, or Incorrect Items

We want to make sure you receive exactly what you ordered.

If your order arrives damaged, defective, or contains the wrong item, please contact us as soon as possible at info@heyvelia.com.

Please provide your:

  • Order number
  • Description of the issue
  • Clear photos of the item and packaging

After reviewing the issue, we will work with you to provide an appropriate resolution, which may include a replacement or refund.

8. Order Cancellation

If you need to cancel an order, please contact us as soon as possible.

Once an order has entered processing or has been shipped, cancellation may no longer be possible. In that case, you may request a return after delivery in accordance with this Return & Refund Policy.

If HEY VELIA is unable to fulfill an order or cannot ship within the timeframe promised at checkout or in our shipping information, we will notify you and provide the applicable options, including cancellation and refund where required. FTC rules require internet sellers to have a reasonable basis for their advertised shipping time and to provide appropriate cancellation/refund options when promised shipping times cannot be met.

9. Sale & Promotional Items

Promotional or discounted items may have specific return conditions.

Unless a product is clearly identified as Final Sale or otherwise stated as non-returnable before purchase, eligible items remain subject to the return terms described in this policy.

Please review the product page and applicable promotion terms before completing your purchase.

10. Contact Us

If you have any questions about returns, refunds, exchanges, or your order, please contact us:

HEY VELIA
Email: info@heyvelia.com
Phone: +1 917-371-5146

We're here to help make your shopping experience simple, transparent, and worry-free.

Thank you for shopping with HEY VELIA.