Velvère
Privacy & Returns
Policies & Legal Information
Last updated: May 2025
We want you to love every Velvère piece. If you are not completely satisfied, our simple 30-day return policy is here for you. Please read the conditions below before submitting your request.
Return Eligibility
- Items must be returned within 30 days of the delivery date.
- Items must be unworn, unwashed and in their original condition with all tags attached.
- Items must be in their original packaging where possible.
- Sale items, discounted pieces, and swimwear are final sale and cannot be returned or exchanged.
- For hygiene reasons, bodysuits and underwear are non-returnable.
How to Return
- Email info@velvereofficial.com with your order number and reason for return.
- Our team will respond within 24 hours with return instructions and a return address.
- Pack your items securely and ship them using the instructions provided.
- We recommend a tracked shipping method. Velvère is not responsible for items lost in return transit.
Refunds
Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed within 5–7 business days and credited to your original payment method.
Original shipping charges are non-refundable unless the return is due to a fault or error on our part.
Exchanges
We are happy to exchange items for a different size or colour, subject to availability. Follow the same return process and specify your desired replacement. If unavailable, a full refund will be issued.
Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us within 48 hours of delivery at info@velvereofficial.com with your order number and photos of the issue. We will arrange a replacement or full refund at no additional cost to you.
UAE & GCC Customers
For UAE and GCC-based customers, returns can be arranged via our local courier partner. Our team will advise on collection options when you contact us.
Last updated: May 2025
Velvère is committed to protecting your personal information. This policy explains what data we collect, how we use it, and your rights. By using our website you agree to this policy.
1 · Information We Collect
- Account & Order Data — name, email, shipping address, phone number, and payment details (processed securely by Shopify Payments — we never store card numbers).
- Browsing Data — pages visited, products viewed, time spent, device type, browser, and IP address.
- Communications — emails, chat messages, or support requests you send us.
- Marketing Preferences — whether you have opted in to receive promotional emails or SMS.
2 · How We Use Your Data
- To process and fulfil your orders and send order confirmations and shipping updates.
- To provide customer support and resolve disputes.
- To send marketing communications if you have opted in (you may unsubscribe at any time).
- To improve our website, products, and personalise your shopping experience.
- To comply with legal obligations and prevent fraud.
3 · Sharing Your Information
We do not sell or rent your personal data. We share it only with trusted third parties where necessary:
- Shopify — our e-commerce platform (stores and processes all order data).
- Shipping partners — courier and logistics providers to fulfil deliveries.
- Payment providers — Shopify Payments, Tabby, and other secure gateways.
- Marketing tools — email/SMS platforms only if you have opted in.
- Analytics — tools such as Google Analytics (anonymised data only).
- Legal requirements — where required by law, regulation, or court order.
4 · Cookies
We use cookies and similar technologies to operate the store, remember your cart, and understand how visitors use the site. You can control cookies through your browser settings; however, disabling them may affect functionality.
5 · Data Retention
We retain your personal data for as long as necessary to provide our services and meet legal obligations. Order data is typically retained for 7 years for accounting and legal purposes.
6 · Your Rights
- Access a copy of the personal data we hold about you.
- Correct inaccurate or incomplete data.
- Delete your data (subject to legal retention requirements).
- Object to or restrict certain types of processing.
- Withdraw consent to marketing at any time via the unsubscribe link in any email.
To exercise any of these rights, email info@velvereofficial.com. We will respond within 30 days.
7 · Security
We implement appropriate technical and organisational measures to protect your data. All payment data is encrypted via SSL/TLS and access to customer data is limited to authorised personnel only.
8 · Children's Privacy
Our store is not directed at children under 16. We do not knowingly collect personal data from minors. If you believe a child has submitted their information, please contact us immediately.
9 · Changes to This Policy
We may update this policy from time to time. The date above reflects the most recent revision. Continued use of our website after changes constitutes acceptance of the updated policy.
10 · Contact
Velvère
info@velvereofficial.com
Dubai, UAE
