退款政策
VELISSE Returns and Refunds Policy
Last Updated: June 24, 2026
Thank you for choosing VELISSE.
We hope you are satisfied with your purchase. If you receive a product with quality issues, shipping damage, incorrect or missing items, or need to return it for any other reason, please contact us according to the following policy.
This policy applies to products purchased through the VELISSE official website. Any return, refund, or exchange is subject to this policy and applicable laws.
1. Return Request Period
You can contact us to request a return within 14 calendar days from the date the product's tracking status shows "Delivered".
Once your return request is approved, you must ship the product within 14 calendar days from the date you receive the return instructions. Requests not shipped within this period may be closed.
Consumers in the European Economic Area generally have the right to withdraw their online purchases within 14 days of receipt, except for sealed goods that are unsuitable for return for health or hygiene reasons and have been opened. Local mandatory consumer protection laws take precedence over this policy.
2. Conditions for Returns
Except for quality issues, incorrect shipments, or damage during transport, goods returned for personal reasons must meet the following conditions:
The goods are unworn, unused, and unwashed;
The goods are free of perfume, smoke, sweat, cosmetics, or other odors and stains;
The goods are not stretched, deformed, torn, snagged, or damaged by the customer;
Original tags, packaging bags, accessories, and gifts are intact;
The hygiene stickers, hygiene seals, or sealed packaging are intact;
The goods do not affect resale;
A valid order number or other proof of purchase is provided;
The application must be submitted within the specified return period.
You can check the size and appearance of the goods without directly touching intimate areas. Do not try on intimate apparel with a crotch area on exposed skin.
VELISSE reserves the right to determine whether a returned item qualifies for a return based on its actual condition, but will not limit the mandatory rights granted to consumers by applicable law.
3. Items Not Returnable for Hygiene Reasons
To ensure the health and hygiene safety of all customers, to the extent permitted by applicable law, the following items are not eligible for return due to personal reasons such as size, style, dislike, or change of mind:
Underwear, thongs, and bodysuits with sanitary pads or seals removed;
Intimate apparel that has come into direct contact with the genital area;
Stockings, pantyhose, stockings, fishnet stockings, and similar hosiery items whose sealed packaging has been removed;
Items that have been worn, used, washed, or cared for;
Items with stains, hair, bodily fluids, cosmetics, perfume, smoke, or other obvious signs of use;
Items that have been stretched, deformed, cut, altered, or damaged by the customer;
Items missing tags, accessories, sanitary pads, or original packaging;
Customized, personalized, or made to order;
Items clearly marked "Final Sale," "Non-Returnable," or "Clearance Sale";
Gift cards and other non-physical items;
Free gifts, unless returned with the related order as requested.
The above restrictions do not apply to situations where the product itself has quality problems, is incorrectly shipped, missing items, is damaged in transit, or where returns and refunds are required by applicable law.
4. Defective, Damaged, or Incorrectly Shipped Goods
Please inspect the goods as soon as possible after receiving the package.
Please contact us within 7 calendar days of signing for the package if any of the following situations exist:
The product has obvious quality problems;
The product was damaged in transit;
The received product does not match the order;
The product color, size, or style was incorrectly shipped;
The purchased item is missing from the package;
The product is significantly different from the website description.
Please provide the following when applying:
Order number;
Ordering name and email address;
Name of the problematic product;
Clear photos of the product as a whole and the problematic area;
Photos of the outer packaging and shipping label;
A brief description of the problem;
Relevant videos, if available.
Please retain the product, labels, and original packaging until the problem is resolved. After verification, we may provide the following based on the actual situation:
Free replacement;
Replacement with the correct product;
Partial refund;
Full refund;
Other reasonable solutions.
Reasonable return shipping costs due to quality issues, incorrect shipments, or damage during shipping will be borne by VELISSE or processed according to the methods provided by customer service.
5. Incorrect Size
Please carefully review the size chart on the product page before purchasing. The materials, elasticity, and fit of different products may vary; please do not order solely based on your usual size.
If the product size is incorrect and the product meets the return conditions stipulated in this policy, you can apply for a return within the specified period.
Returns due to incorrect size selection by the customer:
Return shipping costs are usually borne by the customer; Original shipping costs are usually non-refundable; Repurchasing a different size may require additional shipping fees; Items with removed sanitary pads or that do not meet the sanitary return conditions cannot be returned.
If you are unsure about your size, we recommend contacting customer service before placing your order.
6. How to Apply for a Return
Please submit your application following these steps:
Step 1: Contact Customer Service
Contact us via the following email address:
Customer Service Email: 【baiy85609@gmail.com】
Please provide the following in your email:
Order Number;
Order Name;
Order Email Address;
Item to be Returned;
Reason for Return;
Current Status of the Item;
Relevant Photos, if applicable.
Step 2: Await Review
We typically review your application within 1-2 business days.
Once approved, we will send you:
Return Confirmation;
Return Address;
Packaging Requirements;
Return Logistics Requirements;
Other necessary instructions.
Step 3: Return the Item
Please return the item to the address provided by customer service and keep the tracking number and shipping receipt safe.
Please do not return items without contacting customer service for confirmation.
The original shipping address, transit warehouse address, or overseas warehouse address on the package may not be our valid return address. Items shipped without approval may not be signed for, identified, or refunded.
7. Return Shipping Costs
Returns due to personal reasons
If a return is requested for the following reasons, the customer usually bears the return shipping costs:
Incorrect size selection;
Dislike of color or style;
Change of purchase decision;
Duplicate purchase;
Other reasons not related to product quality.
Returns due to product issues
If verified as falling under the following categories, reasonable return shipping costs will be borne by VELISSE:
Product has quality issues;
Wrong product sent;
Product damaged in transit;
The received product is significantly different from the order.
Please do not choose high-cost courier services without confirmation from customer service. We may only cover shipping costs approved in advance by customer service or within a reasonable range.
8. Return Shipping Requirements
When returning goods, please:
Use a delivery method with tracking information;
Pack the goods properly to avoid damage during transit;
Indicate the order number inside the package;
Keep the shipping receipt and tracking number;
Send the item to the address provided by customer service.
VELISSE may not be able to provide a refund if the returned package is lost or cannot be confirmed for delivery due to the customer using an untrackable shipping method.
The risk of loss or damage during transit generally rests with the sender until the returned package is actually received by us, unless otherwise stipulated by applicable law.
9. Inspection of Returned Goods
Upon receiving the returned goods, we typically require 3–5 business days for inspection.
The inspection may include:
Whether the item is part of the original order;
Whether the item has been worn or used;
Whether the sanitary pads and sealed packaging are intact;
Whether the tags, accessories, and gifts are complete;
Whether the item has stains, odors, or damage caused by the customer;
Whether the item meets the conditions described in the return request.
If the item does not meet the return conditions, we may:
Refuse the refund;
Return the item to the customer;
Require the customer to bear the return shipping costs;
Deduct the amount of the reduced value of the item from the refund, to the extent permitted by applicable law.
10. Refund Method
Once the return is approved, we will refund the amount to your original payment method. Refunds typically include the value of eligible items. Whether original shipping costs, taxes, and other fees will be refunded depends on the reason for the return, order details, and applicable laws.
Shopify allows merchants to initiate refunds for the entire order or parts of the order. Refunds for international orders are usually processed in the currency used by the customer when placing the order.
We typically initiate refunds within 5 business days after the return is approved. After the refund is initiated, it may take 5–10 business days for the bank, credit card institution, or payment platform to show the funds in your account.
The specific arrival time is determined by the payment service provider, and we cannot control the processing speed of the bank or payment platform.
11. Original Shipping Costs
Original shipping costs are generally not refundable for returns due to personal reasons.
We may refund standard shipping costs in the following situations:
All items in the entire order have quality issues;
The entire order was shipped incorrectly;
We were unable to fulfill the order;
Refunds are required by applicable law;
Refunds are confirmed in writing by customer service.
If a customer selects an expedited service with a higher delivery fee than the standard shipping fee, the portion exceeding the standard delivery fee is generally non-refundable, unless otherwise stipulated by applicable law.
12. Customs Duties and Import Fees
Customs duties, import taxes, clearance fees, and local service fees incurred on international orders are usually collected by customs, government agencies, or logistics service providers, not directly by VELISSE.
Therefore, these fees are generally not refundable directly from us.
If an order is returned, you can consult your local customs office to see if you can apply for a refund of the paid import taxes and fees. Whether a refund is possible and the application process depends on local regulations.
If an order is returned due to the customer refusing to pay customs duties, refusing customs clearance, or refusing to accept the package, the following deductions may be applied to the refund:
Original shipping cost;
Return shipping cost;
Customs duties;
Clearance fees;
Storage fees;
Other fees charged by the logistics service provider.
13. Partial Refund
To the extent permitted by applicable law, a partial refund may only be available in the following situations:
The product shows signs of use beyond what is necessary to inspect;
The product, packaging, tags, or accessories are incomplete;
The product has depreciated due to improper customer storage;
Gifts were not returned with the order;
The quantity of returned goods does not match the quantity requested;
The product is damaged during the return process due to improper packaging.
If a refund amount is to be deducted, we will explain the reason and the relevant amount.
14. Exchange Policy
Due to cross-border inventory and logistics limitations, VELISSE currently does not offer direct exchange services in principle.
If you need to exchange for a size or style, we recommend that you:
Apply for a return according to this policy;
Receive a refund after the return is approved;
Resubmit an order for the correct product.
This will prevent the target size or style from selling out during the return shipping period.
If the product has quality issues or is incorrectly shipped, we may arrange for a replacement or reshipment based on inventory availability.
15. Order Cancellation
Orders will be processed as soon as possible after submission. To cancel your order, please contact us as soon as possible. If your order has not yet been packaged or shipped, we will do our best to assist with cancellation.
If your order has already been shipped, it cannot be cancelled directly. You will need to apply for a return according to this policy after receiving the goods.
If we are unable to ship within the promised timeframe, we will offer a delayed delivery option or a cancellation and refund arrangement according to applicable rules. For orders to U.S. consumers, Federal Trade Commission rules require sellers to obtain the customer's consent for a delay or refund the unshipped goods if they are unable to ship within the promised timeframe.
16. Refusal or Unclaimed Packages
Please do not refuse to accept packages without confirmation from customer service.
The following situations are not considered normal return requests:
Customer actively refuses to accept the package; Incorrect address leading to return; No one signs for the package; Unclaimed for an extended period; Incorrect contact information; Refusal to cooperate with customs clearance; Refusal to pay legally incurred customs duties.
After the package is successfully returned and inspected, if it meets the refund conditions, we may deduct the actual original shipping cost, return shipping cost, customs duties, clearance fees, and other charges from the refund.
If your package is destroyed, abandoned, or cannot be returned by local logistics or customs, we may not be able to offer a refund.
17. Promotional and Clearance Items
Unless otherwise stated on the product page, regular promotional items can be returned according to this policy.
Items explicitly marked with the following terms generally do not support returns for personal reasons, to the extent permitted by applicable law:
Final Sale;
Clearance;
Non-returnable;
Final Discount Item.
For promotional or clearance items with quality issues, incorrect shipments, or shipping damage, please contact us for assistance.
The U.S. Federal Trade Commission recommends that online stores clearly state return deadlines, who bears return shipping costs, and whether different return policies apply to promotional items.
18. Gifts
If an order no longer qualifies for a gift promotion after a return, the gift must be returned along with the item.
If a gift is not returned, has been used, or is damaged, we may deduct the stated or reasonable value of the gift from the refund amount, to the extent permitted by applicable law.
Gifts themselves are generally not redeemable for cash or refundable on their own.
19. Refund Not Received
If we have notified you that the refund is complete, but you have not yet received the funds, please:
Check your original payment account again;
Contact your credit card issuer or bank;
Contact the relevant payment platform;
Wait for the processing period stipulated by the payment service provider;
If you still haven't received the funds, contact us via customer service email.
When contacting us, please provide your order number and refund notification information so we can assist you in your inquiry.
20. Chargebacks and Payment Disputes
If there are any issues with your order, we recommend that you contact us first. We will provide a reasonable solution based on the order, logistics, and product conditions.
If you initiate a chargeback directly with a bank or payment institution without contacting us, we may need to submit the following to the payment institution:
Order records;
Payment records;
Logistics tracking records;
Proof of receipt;
Customer service communication records;
Website policies and other relevant materials.
These terms do not restrict your rights regarding payment disputes under applicable law.
21. Local Consumer Rights
This policy does not exclude or limit your mandatory consumer rights under applicable law.
If any provision of this policy conflicts with the mandatory laws of your country or region, the applicable law shall prevail.
When selling to consumers in the European Economic Area, merchants are generally required to inform customers of their statutory right of withdrawal and product compliance guarantees; for goods in sealed packaging that are unsuitable for return for health or hygiene reasons, the right of withdrawal may not apply once the packaging has been opened, provided it complies with local laws.
22. Policy Updates
We may update this return and refund policy based on business operations, product type, logistical arrangements, or legal requirements.
The updated policy will be posted on this page, and the "Last Updated Date" at the top of the page will be updated.
Unless otherwise required by applicable law, orders are generally subject to the return and refund policy in effect at the time of ordering.
23. Contact Us
For returns, refunds, or order inquiries, please contact us:
Brand Name: VELISSE
Customer Service Email: baiy85609@gmail.com
Website: velisse.cc
When contacting us, please provide your order number, the email address used to place the order, and relevant photos so that we can process your request more quickly.