Start with support
Contact us before returning your order. We will confirm the next step and provide guidance for your footwear return.
Velessa Client Care
Returns & Refunds
A calm, transparent return experience for women’s footwear. Review the guidelines below before sending back unworn shoes, and our support team will help keep every step clear.
ConditionUnworn
Shipping3–5 business days
SupportHuman review
Packaging
Please return shoes with protective packaging whenever possible.
Inspection
Returned footwear is reviewed before refund approval.
Policy, made precise.
Velessa reviews each return with care so every pair remains protected, traceable, and suitable for a refined footwear experience.
Keep shoes unworn
Returned shoes should be unworn, clean, and free from sole marks, fragrance, stains, or outdoor wear.
Protect the shape
Use careful packaging to help preserve the silhouette, finish, straps, hardware, and original form of the shoes.
Refund review
Once the return is received and inspected, eligible refunds are processed back to the original payment method.
Return Path
A cleaner way to send footwear back.
Follow these steps before shipping your return. This helps prevent delays and ensures the pair is reviewed accurately.
Step 01
Send your order details
Email your order number, the item you would like to return, and the reason for your request.
Step 02
Wait for return guidance
Please do not ship a return before receiving instructions from our support team.
Step 03
Pack with care
Place the shoes securely inside protective packaging so delicate finishes, straps, heels, and embellishments remain safe in transit.
Step 04
Inspection and refund
After arrival, the return is inspected. Approved refunds are issued to the original payment method according to provider processing times.
Need a different size?
For women’s shoes, fit can vary by silhouette, heel height, toe shape, and material. Contact us with your order details and the pair you are considering next.
Fit GuideEligibility
What keeps a return eligible.
Shoes are delicate products. These standards help keep the review process fair, clean, and consistent.
✓
Original condition
The pair should be unworn, unused, and returned without visible wear on the soles or upper.
✓
Clean presentation
Please avoid marks, fragrance, pet hair, stains, moisture, or packaging damage that may affect inspection.
✓
Complete contents
Include the pair and any included accessories, inserts, protective materials, or product packaging when applicable.
✓
Approved request
Return instructions must be confirmed by Velessa support before the package is sent back.
After your return arrives, the footwear is inspected. If approved, the refund is issued to the original payment method. Your bank or payment provider may need additional processing time before the funds appear.
Shoes should be unworn and clean for return review. Visible sole wear, outdoor marks, stains, fragrance, or signs of use may affect eligibility.
Yes. Please contact support before sending anything back. This allows us to confirm your order details and provide the correct return guidance.
Contact us with your order number and clear photos of the pair, packaging, and issue. Our team will review the details and help with the appropriate next step.
Velessa orders generally ship within 3–5 business days. Return transit and payment provider timelines may vary after the package has been sent back.
Velessa Support
We’ll help you review the next step.
For return questions, include your order number, email used at checkout, item name, and a brief note. Clear photos help our team review footwear concerns faster.
Email info@velessa.quest
Phone 7042942731
Address 154 LOCUST GROVE LANE Mount Airy NC 27030
