RETURN & REFUND
Returns & Exchanges
Thank you for shopping at vellinco.com. We hope you're satisfied with your order. However, if you're not 100% satisfied, we've made the return process easy for you.
What is your return/exchange policy?
- 1. We accept return/exchange requests within 30 days of delivery.
- 2. Returned and exchanged items must be in new, unworn condition without any damages and with the original hang tag attached.
- 3. Please do not send your returns to the address on your package. It is not the return address and will affect the return process.
- 4. Return Address: Room 03, 24/F, Ho King Commercial Centre, 2–16 Fa Yuen Street, Mong Kok, Kowloon, Hong Kong
How do I return/exchange an item?
STEP 1: Email us at service@vellinco.com with the following details
1. Your order number
2.The item(s) you‘d like to return/exchange;
3. Reasons for each return/exchange item(for quality issue please attach pictures);
4. New item link/color/size for exchange.
Step 2: Get authorization from customer service and ship the parcel back to the address provided (please keep the return receipt).
Step 3: Send the return receipt to customer service so they can track the parcel and arrange an exchange in advance.
How soon can I expect to receive my refund or exchange?
1. Once your return is received at our facility, your refund/exchange
processing may take up to 3-5 business days. We will send you a confirmation email once we have received your item(s) and the refund has been processed.
2. We cannot reimburse original shipping or handling charges
3. Refund will be credited back to your original method of payment.
4. We will start the exchange process immediately after the return tracking information is confirmed so that you can receive your exchange item(s) as early as possible.
Refund to credit card: The entire process may take 10-30 business days, as your card issuer needs to process the refund to you.
We could refund your card account in 24 hours. But your card bank needs 10-30 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.
We sincerely apologize for the inconvenience caused and appreciate your understanding. Please get in touch with your local post office to confirm the actual return shipping fee. We recommend using the cheapest registered airmail method available.
Why haven't I received my refund?
If you haven't received a refund, please check your bank or PayPal account or contact your credit card company. It may take some time for your refund to be officially posted. You can also contact our customer service at service@vellinco.com
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Can I cancel my order?
We accept order cancellations before the product is shipped or produced. However, orders cannot be canceled after the parcel is shipped.
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