Return Policy

Return Policy

Last updated: May 6, 2026

At Velour Paris, we are committed to providing a premium shopping experience. This Return Policy outlines your legal rights and our procedures in accordance with consumer protection regulations in the EU and the United Kingdom.

1. Legal Right of Withdrawal (EU / EEA)

If you purchased your product online, you have the right to withdraw from the contract without giving any reason within 14 calendar days from the date of receipt, in accordance with EU Directive 2011/83/EU.

To exercise this right, notify us within 14 days by email at contact.velourparis@gmail.com, including your full name, order number, and intention to return the product. Once your request is confirmed, you have an additional 14 days to return the item.

Unless otherwise stated, return shipping costs are the customer's responsibility, except where the item is defective or an error was made on our part.

2. Return Eligibility Conditions

⚠️ Important Notice — Hygiene and Beauty Products

In accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to products that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons.

Velour Paris products (false lashes, adhesives, removers, applicators) come into direct contact with the eye area and mucous membranes. Any product whose packaging has been opened or unsealed cannot be returned or refunded for any reason, on hygiene and health safety grounds.

To be eligible for a return, the product must be in perfect condition, unused, unopened, with its original packaging intact and all accessories included. You must attach clear photos to your initial email confirming the condition of the product, along with your order number and full name clearly indicated inside the parcel.

Failure to meet these criteria will result in the return request being rejected.

3. Return Address

All returns must be shipped to the address provided by our customer service team after your request has been validated. Please ensure your name and order number are clearly indicated inside the parcel. Returns sent without identification may be refused or delayed.

4. Defective or Incorrect Items

If you receive a defective or incorrect product, please notify us within 48 hours of receiving the parcel by emailing contact.velourparis@gmail.com with your full name and order number, clear photos of the issue, and your preference: full refund or express replacement. If your request is validated, return shipping will be covered and we will process your case as quickly as possible.

5. Refunds

Once your return is received and inspected, you will receive a confirmation email of approval or rejection. If approved, the refund will be processed to your original payment method within 5 to 10 business days. Initial shipping fees are non-refundable, except in cases of defect or error on our part.

6. Non-Returnable Items

The following cannot be returned or exchanged: any product whose packaging has been opened or unsealed (for hygiene reasons), clearance or final sale items (unless defective), used products, and items returned after the 14-day period with no identified defect.

7. Legal Guarantees

Your purchase is protected by the following legal guarantees depending on your country of residence: 2-year legal guarantee of conformity for EU/EEA consumers (Directive 1999/44/EC), and the Consumer Rights Act 2015 for UK consumers.

8. Summary Table

9. Contact

📧 contact.velourparis@gmail.com 🕘 Available Monday to Friday, 9:00 AM – 6:00 PM (CET)

This policy complies with EU Directive 2011/83/EU and E-Commerce Directive 2000/31/EC regarding consumer rights and transparent information obligations. It must be accessible from the website footer, the checkout page, and the Terms and Conditions.