Refund policy

REFUND & RETURN POLICY

We have a 15-day return policy — you have 15 days after receiving your item to request a return.

To be eligible, your item must be in the same condition you received it: unworn, undamaged, with all tags attached, and in its original packaging. You'll also need your order number or proof of purchase.

To start a return or exchange, email hello@velato.store with your order number. Once approved, we'll arrange a reverse pickup or tell you where to send your package. Returns sent without first requesting one cannot be accepted.

Return address: VELATO (Apoorva Foot Wear), 9/10 KP Kakkar Road, Near Chandralok Cinema, Prayagraj, Uttar Pradesh — 211003, India.

Return shipping: For a change of mind, a small reverse-pickup fee may be deducted from your refund. Returns and exchanges for damaged, defective, or incorrect items are free.

Damages & issues: Please inspect your order on delivery and contact us within 48 hours if the item is defective, damaged, or incorrect — with photos — so we can make it right.

Non-returnable items: For hygiene and safety, worn shoes, items missing original packaging or tags, and final-sale or clearance items cannot be returned unless faulty. Gift cards are non-returnable.

Exchanges: The fastest way to get the size or style you want is to return the item you have and, once approved, place a new order. Subject to stock, we can also arrange a direct size exchange.

Refunds: Once we receive and inspect your return, we'll email to confirm approval. Approved refunds are issued to your original payment method within 5–7 business days. For Cash on Delivery orders, refunds are made via bank transfer or UPI to details you provide. Please allow additional time for your bank to post the refund.

Questions? Email hello@velato.store — we respond within 24 hours, Monday to Saturday.