Return and refund policy

Return Policy

You deserve something you truly love!
At Velae, we want you to be completely happy with your purchase. If you change your mind, you can return your items within 30 days of receiving your order for a store credit or exchange.

To initiate a return, please contact us at:
info@getvelae.com

Faulty or Damaged Items

We take pride in the quality of our beauty products and are truly sorry if you’ve received a defective item.

If you believe your product is faulty, please contact us immediately after receiving it. To help us resolve the issue quickly, we may request clear photos of the defect.

Please note:

• Used or opened items, or products returned without original packaging, cannot be accepted as faulty.

• Claims must be made before using the item.

Our customer support team is here for you — don’t hesitate to reach out!

Return Process

Here’s how to return your product:

1. Contact us at: info@getvelae.com

Important return information:

• Return shipping costs are the responsibility of the customer.

• We recommend using a trackable and insured shipping method, as Velae is not liable for lost returns.

• Items must be in original condition (unused, unopened, and with all original packaging and labels intact).

Thank you for shopping at Velae – we want you to fall in love with your new beauty favorites 💛

Contact Information

If you have any questions or need assistance with your return, please reach out to us:
Email: info@getvelae.com

Company Name: A625 TRADING LIMITED
Address: RM 701, UNIT 127, 7/F, TWR B, NEW MANDARIN PLAZA
14 SCIENCE MUSEUM RD, TSIM SHA TSUI, HONG KONG
Email: info@getvelae.com
Contact Form: Contact Us
Company Number: 78367929