We genuinely want you to love every piece you receive from Vellessa. Whether it's a new dress for a special occasion, a cozy sweater for everyday wear, or a thoughtful gift for someone you care about – we put care into every garment we offer, and we hope it brings you confidence and joy.
But we also understand that sometimes things don't work out. Maybe the fit isn't quite right, the colour looks different in person, or you simply changed your mind. That's okay – we're here to help.
This policy explains how returns and refunds work at Vellessa. We've kept it simple and fair, because we believe shopping for clothing should be easy and worry‑free.
Effective Date: June 29, 2026
Before you return anything – please contact us first
If you're thinking about returning an item, please reach out to us before sending anything back. We'll need to understand your situation, authorise the return, and provide you with the correct return address.
Email us at: service@vellessa.com
When you write to us, please include:
-
Your order number
-
The email address you used when placing the order
-
The item you wish to return
-
A clear explanation of why you'd like to return it
-
Photos showing the issue (if it's damaged, defective, or incorrect)
We review every request personally and will respond as quickly as we can – usually within 1–2 business days.
Please don't send returns without contacting us first. If you do, we may not receive your package, and we won't be able to process a refund.
When can you return an item?
You can request a return within 30 days of receiving your order. To qualify, the item must be:
-
Unworn, unwashed, and undamaged
-
In its original condition with all tags and labels attached
-
Returned in its original packaging where reasonably possible
-
Accompanied by proof of purchase (order number or receipt)
We know it's natural to try things on – that's fine. But please don't wear the item for an extended period, wash it, alter it, or remove the tags before you're sure you want to keep it.
Damaged, defective, or incorrect items
We're truly sorry if something arrives damaged, defective, or not what you ordered. Please contact us immediately at service@vellessa.com with:
-
Your order number
-
A description of the issue
-
Clear photos showing the problem (and the packaging if relevant)
We'll review your case and make it right – whether that means a replacement, a refund, or another solution that works for you. If the return is approved due to our error, we'll cover the authorised return shipping costs.
Please inspect your order promptly after delivery – we recommend checking items within 7 days of receipt so we can resolve any issues quickly.
Returns for personal reasons (change of mind)
If you're returning an item because the fit isn't right, the colour doesn't suit you, or you simply changed your mind, that's absolutely fine – just keep in mind:
-
Return shipping costs are your responsibility
-
Original shipping charges are non‑refundable
-
If you're exchanging for a different size or style, you may also be responsible for the shipping cost of the replacement
We know that finding the perfect fit can be tricky, especially when shopping online. If you're unsure about sizing, we're always happy to help before you order – just reach out.
Items that can't be returned
The following items are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:
-
Clearance or final‑sale items
-
Items marked as non‑returnable on the product page
-
Items that have been worn, washed, altered, or damaged after delivery
-
Items returned without original tags, labels, or packaging
-
Items returned more than 30 days after delivery
-
Items that cannot be returned for hygiene reasons (such as certain lingerie or swimwear, where clearly stated)
Promotional discounts and coupons do not have a cash value and will not be refunded separately.
Return authorisation and address
To request a return, please email us at service@vellessa.com.
Please do not send returns to the address on the original parcel or to our registered business address unless our customer service team specifically instructs you to do so. Once your return request is approved, we'll provide the authorised return address and instructions.
Returns sent without prior authorisation may be rejected or delayed. We also don't accept returns sent using cash‑on‑delivery or freight‑collect services.
How to return an item
Step 1: Email us at service@vellessa.com within 30 days of delivery with your order number, the reason for return, and photos if applicable.
Step 2: Wait for our customer service team to review and approve your request.
Step 3: If approved, we'll provide you with the authorised return address and instructions.
Step 4: Securely pack the item with all original tags, labels, and packaging.
Step 5: Ship your return using a trackable shipping service. Keep your shipping receipt and tracking number until the process is complete.
We're not responsible for unauthorised returns or parcels lost in transit when the customer arranges the shipment.
Refunds
Once we receive and inspect your returned item, we'll notify you by email whether your refund has been approved or rejected.
If approved, we'll issue the refund to your original payment method. We aim to process approved refunds within 5–10 business days after inspection. Please allow extra time for the funds to appear in your account – this depends on your bank, card issuer, or payment provider.
Unless the return is due to our error, the following are generally non‑refundable:
-
Original shipping charges
-
Return shipping costs
Exchanges
If you'd prefer to exchange an item (for a different size, colour, or style), we'll process it after we receive and inspect your return. Product availability isn't guaranteed – if the item you want is unavailable, we may offer a refund or an alternative solution.
Address changes – a quick note
Once an order has been packed or shipped, we may be unable to change the delivery address. Please double‑check your address at checkout – we can't be responsible for failed delivery or loss caused by an incomplete or incorrect address.
Our registered address
Please note that our registered address is for legal correspondence only – not for product returns. We'll always provide you with the correct return address when you contact us.
Brand: Vellessa
Email: service@vellessa.com
Website: https://vellessa.com
Operator: Qingdao Xiangxinyu Garment Co., Ltd.
Date of Establishment : June 27, 2023
Business Registration Number: 91370282MACN9XKC4R
Registered Address: No. 491 Dianzishan Third Road, Tongji Subdistrict Office, Jimo District, Qingdao City, Shandong Province, China
Vellessa is operated by Qingdao Xiangxinyu Garment Co., Ltd. , which handles all orders, customer service, and day‑to‑day ecommerce operations.
We know that waiting for a delivery can be exciting (and a little nerve‑wracking). We'll do everything we can to get your order to you safely and on time. Thank you for choosing Vellessa – we're honoured to be part of your wardrobe journey.
We're here for you
We know that returning an item can feel like a hassle – but we promise to make it as smooth and straightforward as we can. Your satisfaction matters to us, and we'll do everything in our power to ensure you're happy with your Vellessa experience.
If you have any questions, concerns, or just want to chat about your order – we're always just an email away.
Contact us: service@vellessa.com