STEP INTO ELEGANCE

At Velvory, we champion the "Made-to-Order" philosophy. Every pair of footwear is handcrafted specifically for you once your order is confirmed. This ensures that you wear something that's truly yours and maximum attention to detail.

While we strive for excellence, we understand that issues may happen. Please read our policy below carefully.

1. Mandatory Unboxing Video (For Damaged/Wrong Products)

To protect both our customers and our brand from transit mishaps, we require a 360-degree unboxing video to process claims for damaged, defective, or missing items.

• The Rule: Please record a clear video while opening the parcel. The video must show the sealed package, the shipping label, and the unboxing process without cuts or edits.
• Why? Since our products are high-value and made-to-order, this acts as proof for our courier partners if damage occurs during transit.
• No Video, No Claim: Claims for physical damage or missing items cannot be entertained without this unboxing video footage.

2. 7-Day Returns & Exchanges

We offer a 7-day return window from the date of delivery. However, because every item is specially manufactured for your order, the shipment must be shipped back by the customer within 7 days of delivery to our address if he/she wishes to claim a refund/ exchange. The following terms apply to protect our artisans' time and materials:

A. For Size Issues or "Change of Mind" (Non-Defective Returns):

If the product shipped is perfect (same as order and without any defects) but you need a different size or simply changed your mind:

• Exchange: We offer one FREE size exchange. You need to send us the product and if the returned product passes all the quality checks, then we will ship the new size at no extra cost to you.
• Refunds: If you do not want an exchange and prefer a refund: We will deduct a Restocking & Handling Fee of Rs. 1000 from your refund amount (if the applicable conditions are met)
• Reason: As a made-to-order brand, a return implies a significant loss in packaging, logistics and inventory holding for us.

B. For Manufacturing Defects or Wrong Products:

• If you received a damaged product (only if proven by the unboxing video) or the wrong size/style sent by us, we will provide a 100% Free Replacement.

3. Partial COD Policy (Important)

To filter out non-serious orders and initiate the manufacturing of your custom pair, we require a Partial Advance Payment at the time of checkout.

• Advance Deduction: This advance amount is deducted from your total bill. You only pay the remaining balance at the time of delivery.
• Non-Refundable on Refusal: If you refuse to accept delivery or cancel the order after it has been shipped, the Partial Advance Payment is forfeited and NON-REFUNDABLE. This covers our packaging, and two-way shipping costs incurred by the company.

4. Eligibility Checklist

To be eligible for a Return or Exchange:

1. The request must be raised within 7 days of delivery.
2. The product must be shipped back to us within 7 days in a safe and secure manner by the customer itself. We do not take the responsibility of this return shipment.
3. The product must be unused (No dust and dirt) unwashed, and in perfect brand-new condition.
4. All original tags, dust bags, and shoe boxes must be perfectly intact.
5. Sole Condition: Please try shoes on a carpeted surface. Scratched or dirty soles will result in the return being rejected.

5. Refund Process

Once your return reaches our warehouse and passes the Quality Check (QC), the refund will be processed provided all the above conditions are met.

To initiate the Return: Ship it back to our address mentioned at the bottom of the shipping label or the website. Also, Email us at support@velvory.co.in or WhatsApp +91 79049 84151 with your Order ID and the Unboxing Video (if applicable).

Important Information: Before proceeding with the Partial COD payment method, we strongly recommend you read and understand the above-mentioned terms and conditions. By choosing the Partial COD option, you agree to abide by these policies.

If you have any questions or need assistance, feel free to reach out to our customer support team.

We really look forward to serving our customers to utmost possible extent and request your cooperation at all times.

Step into elegance. Step into Velvory.