Refund policy

Last updated: October 2, 2026

We want you to love what you ordered from Vellarta. If something is not right, this policy explains how returns, refunds, exchanges and cancellations work.

1. 30-Day Return Window

You may request a return within 30 days of the date your order was delivered. To be eligible, the item must be:

  • Unused, unworn and unwashed, in the same condition you received it
  • In its original packaging, with all tags, parts and accessories included
  • Accompanied by your order number or proof of purchase

2. How to Start a Return

  1. Email support@vellarta.com with your order number, the item(s) you would like to return and the reason for the return.
  2. We will review your request within 1–2 business days. If approved, we will email you a Return Authorization (RA) number, the return address and step-by-step instructions.
  3. Pack the item securely, write your RA number on the outside of the parcel and ship it within 7 days of approval using a tracked shipping service.

Please do not send items back without a Return Authorization. Parcels returned without one cannot be matched to an order and may be refused.

3. Return Shipping Costs

For change-of-mind returns (for example the wrong size, color or style choice), the customer is responsible for return shipping costs. Original shipping on your order was free, so nothing is deducted for it.

If your item arrived damaged, defective or not as described, or we sent the wrong item, we cover the full return shipping cost and will provide a prepaid return label.

4. Refunds

Once your return arrives, we inspect it and email you to confirm whether the refund is approved, usually within 2 business days. Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card provider, it may take a further 3–10 business days for the refund to appear on your statement.

If a returned item is used, damaged after delivery or missing parts, we may decline the return or offer a partial refund, and we will explain why.

5. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If anything is damaged, faulty or incorrect, email support@vellarta.com within 48 hours of delivery with your order number and clear photos of the item and packaging. We will send a free replacement or issue a full refund, whichever you prefer, at no cost to you.

6. Exchanges

The fastest way to get a different size, color or item is to return the original item for a refund and place a new order. If you need help choosing the right option, contact us and we will gladly assist.

7. Order Cancellations

You can cancel your order for a full refund at any time before it ships. Email support@vellarta.com or call +1 (541) 299-2070 with your order number as soon as possible. Once an order has shipped it can no longer be cancelled, but it can be returned under this policy.

8. Non-Returnable Items

  • Gift cards
  • Personalized or custom-made items
  • Personal care and intimate items (for example earrings, cosmetic tools and underwear) once the hygiene seal or packaging has been opened
  • Items marked as final sale at the time of purchase

This does not affect your right to a replacement or refund if any of these items arrive damaged, defective or incorrect.

9. Late or Missing Refunds

If you have not received an approved refund after 10 business days, first check with your bank or card provider, as processing times vary. If you still need help, contact us and we will look into it right away.

Contact Information

Store Name: Vellarta

Address: 3260 NE Columbia Blvd, Portland, OR 97211, United States

Email: support@vellarta.com

Phone: +1 (541) 299-2070

Customer Service Hours:
Monday–Friday: 9:00 AM – 5:00 PM (PT)
Saturday–Sunday: 11:00 AM – 3:00 PM (PT)

Our customer service team responds to all inquiries within 24 hours on working days.