Refund policy
We offer a 15-day return policy, which means you have 15 days from the date of delivery to request a return.
To be eligible for a return, the item must:
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be unused
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be in the same condition that you received it
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include the original packaging with all tags attached
Items that do not meet these conditions may not be accepted for return.
Returns that do not meet the policy requirements may be refused or subject to a partial refund at our discretion.
NON-RETURNABLE ITEMS
Certain items cannot be returned, including:
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gift cards
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downloadable products
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personal care items
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items that have been used or damaged after delivery
If you are unsure whether your item is eligible for return, please contact our support team.
RETURN PROCESS
To initiate a return, please contact us at:
Our team will review your request and provide the nearest return warehouse address.
Please do not send your item back to the manufacturer.
Returns sent without prior authorization may not be accepted.
RETURN SHIPPING
Return shipping costs are the responsibility of the customer, unless:
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the item is defective
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the item arrived damaged
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the wrong item was delivered
In these cases, Velmora Milano will cover the return shipping costs.
Original shipping costs are non-refundable.
RESTOCKING FEE
A 15% restocking fee may be applied to returns requested for reasons not related to an error on our part, including but not limited to:
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change of mind
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incorrect size selection by the customer
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personal preference
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accidental purchase
This restocking fee helps cover handling, inspection, and restocking costs.
The restocking fee will NOT be applied if:
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the product is defective
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the product arrived damaged
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the wrong item was sent by our warehouse
In these cases, the customer will receive a full refund.
REFUNDS
Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund.
If approved, the refund will be issued to your original payment method within several business days.
Please note that it may take additional time for your bank or credit card provider to process the refund.
LATE OR MISSING REFUNDS
If you haven’t received your refund yet:
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Check your bank account again
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Contact your credit card provider
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Contact your bank
Processing times can vary depending on your financial institution.
If you still have not received your refund, please contact us at:
EXCHANGES
We replace items only if they are:
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defective
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damaged upon arrival
If you need to exchange an item, contact us at:
WRONG SIZE ORDERS
If you ordered the wrong size, we recommend contacting our support team.
Size exchanges may be possible depending on product availability.
Return shipping costs for size exchanges are typically the responsibility of the customer.
IMPORTANT NOTE FOR FOOTWEAR
When returning shoes or footwear, please ensure that:
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the original box is included
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the box is not damaged or used as external packaging
If the original packaging is damaged or missing, the return may be refused.
RETURN SHIPPING RECOMMENDATION
If you are returning an item valued over €75, we recommend using:
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a trackable shipping service
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or shipping insurance
Velmora Milano cannot guarantee receipt of returned items without tracking.