POLICIES
Return & Exchange Policy
At Vellor Vault, we want you to feel confident in every piece you add to your Vault. Fit and color can occasionally look different once a garment is tried on at home, so we offer eligible returns and exchanges under the guidelines below.
PLEASE READ BEFORE YOU RETURN
Condition standards apply
Because many of our garments are occasion-based and carefully inspected before shipment, all returned merchandise must meet our condition requirements in order to be accepted.
RETURNS
Returns — Within 14 Days
Eligible merchandise may be requested for return within 14 calendar days from the date of delivery.
Returned items must be:
- Unworn
- Unwashed
- Unaltered
- Free from stains, odors, makeup, deodorant, fragrance, pet hair, or other signs of use
- In the same condition in which they were received
- Returned with all original Vellor Vault tags fully attached and intact
If an item appears to have been worn beyond a reasonable try-on, the return will not be accepted.
Approved returns are issued as Vellor Vault online store credit only — not a cash or original-payment refund.
A $5 stocking fee per returned item will be deducted from the store credit.
Return shipping costs are the responsibility of the customer and are not refundable.
Original shipping charges are non-refundable.
EXCHANGES
Exchanges — Within 14 Days
Eligible merchandise may be requested for exchange within 14 calendar days from the date of delivery.
Exchanges are permitted only for:
- A different size of the exact same item
- A different available color of the exact same item
Approved exchange merchandise will be returned to Vellor Vault for inspection. Once approved, the customer will receive Vellor Vault online store credit to purchase the replacement size or color.
A $5 stocking fee per exchanged item will apply.
Return shipping to Vellor Vault is the responsibility of the customer.
Replacement merchandise is subject to availability.
STORE CREDIT
Store Credit
Vellor Vault online store credit is valid for 6 months from the date it is issued.
Store credit:
- May be used only on Vellor Vault's online store
- Has no cash value
- Cannot be redeemed for cash
- Cannot be extended once expired
INSPECTION
Garment Condition Requirements
Every returned or exchanged garment is inspected by our team.
Items will not qualify for return or exchange if they show evidence of:
- Wear
- Alteration
- Washing or cleaning
- Stains
- Odors or fragrance
- Makeup or cosmetic marks
- Damage caused after delivery
- Missing packaging where applicable
- Removed, cut, damaged, altered, or tampered tags
Trying on a garment is completely acceptable. Wearing the garment to an event, work, dinner, photoshoot, or other extended use is not considered a try-on.
Vellor Vault reserves the right to refuse merchandise that does not meet these condition standards.
ALTERATIONS
Altered Merchandise
Once any alteration has been performed, the garment becomes final sale.
This includes, but is not limited to:
- Hemming
- Sleeve shortening
- Waist alterations
- Jacket suppression
- Trouser tapering
- Button movement
- Length alterations
- Any tailoring or modification performed by the customer or a third party
Altered merchandise cannot be returned or exchanged under any circumstances.
FINAL SALE & PRE-ORDERS
Final Sale Merchandise & Pre-Orders
Final Sale: Items marked Final Sale are not eligible for returns, exchanges, or store credit. All Final Sale purchases are final.
Pre-Orders: All pre-order merchandise is considered a committed order and is not eligible for return or exchange. Please verify your size, color, and product selection carefully before placing a pre-order.
ORDERS
Order Cancellations
Vellor Vault orders enter our fulfillment process immediately after being placed.
For this reason, orders cannot be canceled after checkout, even if the cancellation request is submitted shortly after the order was placed.
If you decide you no longer want an item, please wait until the order has been delivered and then submit a return request. The item must still meet all eligibility requirements outlined in this policy.
Refusing delivery does not constitute an approved cancellation or return.
QUALITY
Defective or Incorrect Merchandise
Every Vellor Vault garment is inspected before shipment. However, if you receive an item that is defective, damaged, or materially incorrect, please contact us as soon as possible.
You will be required to submit clear photographs showing the issue. Once the defect is verified, Vellor Vault may offer store credit or a replacement of the same product, subject to availability.
Verified manufacturing defects will not be subject to the $5 stocking fee. Where Vellor Vault confirms that the merchandise was defective or incorrectly shipped, return-shipping instructions will be provided separately.
Normal fabric characteristics, minor color differences caused by screens or lighting, and expected variations in woven fabrics are not considered manufacturing defects.
PROCESS
How to Request a Return or Exchange
All return and exchange requests must be submitted through the Vellor Vault Return Portal before merchandise is shipped back. Unauthorized returns may be refused.
Customers will be required to complete the following questionnaire:
1. Why are you requesting a return or exchange?
Too small · Too large · Fit was not as expected · Color was not as expected · Product was different from expectations · Product arrived damaged or defective · Incorrect item received · Other
2. Has the garment been worn anywhere other than briefly trying it on indoors?
Yes / No — If yes, please provide details.
3. Has the garment been altered, washed, dry-cleaned, steamed professionally, tailored, or modified in any way?
Yes / No
4. Are all original Vellor Vault tags still attached exactly as they were when the garment was delivered?
Yes / No
5. If requesting an exchange, which replacement do you need?
Provide current size/color and requested size/color. Exchanges may only be requested for the same product in another available size or color.
PHOTOS REQUIRED
Photo Upload Requirement
Every return or exchange request must include clear photographs of the garment before approval.
Please upload:
- Full front view of the garment
- Full back view of the garment
- Close-up showing all original Vellor Vault tags attached
- Close-up of the fabric showing the garment's current condition
- For defective merchandise, a clear close-up of the claimed defect or damage
Images must accurately show the garment in its original condition. Vellor Vault may request additional photographs before approving a return or exchange.
Submitting a request does not automatically guarantee approval.
AFTER YOU SEND IT BACK
Inspection & Refund Processing
Once returned merchandise reaches Vellor Vault, it will be inspected before store credit, exchange credit, or a replacement is approved.
If the merchandise passes inspection, the applicable store credit will be processed after deducting any applicable stocking fees.
If merchandise fails inspection because it appears worn, altered, damaged, stained, used, or has tampered tags, the return or exchange may be declined.
By purchasing from Vellor Vault, the customer agrees to the terms of this Return & Exchange Policy.
Please inspect your garment, confirm your fit, and keep all tags attached until you are certain your piece belongs in your Vault.