shipping and returns
SHIPPING
Once your order has been placed, please allow 1–3 business days for processing before shipment. We aim to process orders within 24 hours on business days, but as a small team, slight delays may occur. We appreciate your understanding.
Costs:
Netherlands, Belgium, Germany, Luxembourg (PostNL)
- Home delivery (2–4 business days): €8
- Amsterdam store pick-up: Free
Other EU Countries (PostNL or DHL)
- Home delivery (3–7 business days): €15
UK (PostNL or DHL)
- Home delivery (3–7 business days): €30
International (DHL)
- Home delivery (3–7 business days): €45
Important Information:
- Velour Amsterdam is not liable for any loss, damage, or delays occurring after your order has been shipped.
- We ship from the Netherlands. Orders placed outside the European Union may be subject to customs duties, VAT, and import fees. These are imposed by the destination country’s customs authorities and are the responsibility of the recipient.
- We are unable to estimate these charges and cannot be held responsible for any delays or costs due to customs procedures.
- If a package is refused upon delivery due to customs charges, it will be considered abandoned and will not be eligible for a refund.
For questions, feel free to contact us at customersupport@velouramsterdam.com.
RETURNS
Return online purchases within 14 days of receiving your order.
Return Conditions:
- Items must be returned in their original, unused condition, with all original tags and packaging.
- We cannot process refunds for items returned without their original packaging or in unsellable condition.
- Refunds are only issued once the returned items have been received and approved.
- Velour Amsterdam reserves the right to reject any return that does not meet these conditions.
HOW TO RETURN AN ITEM
Email us at customersupport@velouramsterdam.com to notify a return. Include:
- Your name
- Order number
- The item(s) you wish to return
Repack your item(s) securely in the original shipping box.
Ship the return to:
Velour Amsterdam
Huidenstraat 14
1016 ES Amsterdam
The Netherlands
Important Information:
- Shipping costs are the responsibility of the customer.
- Ensure the parcel is delivered directly to our store address. If the package is delivered to a pickup point or redirected due to missing customs fees, any extra charges may be deducted from your refund.
- We strongly recommend using PostNL or DHL. If another courier is used, and the parcel is lost or delayed, we cannot assist or offer compensation.
- Email us the tracking number for your return.
- Once we receive your return, please allow 1–3 business days for your refund to be processed.
EXCHANGES
We do not offer direct exchanges.
The fastest way to get what you want is to:
- Return the original item following the steps above.
- Place a new order for the desired item.