Refund policy

Return & Refund Policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

All return requests must be submitted and approved by us in advance.
We reserve the right to reject return requests if the order is already shipped, in transit, out for delivery, or if no valid reason is provided.

To be eligible for a return, your item must:

  • Be in the same condition as received

  • Unworn or unused, with all original tags attached

  • In its original packaging

  • Include a receipt or proof of purchase

To start a return, please contact us at velyxushop@gmail.com.
Returns sent without prior approval will not be accepted.

If your return is approved, we will provide a return shipping label along with instructions on how and where to send your package.

Return Address:
Triq Ġużeppi Hyzler
Santa Maria Court
Il-Mosta, Malta

Orders in Transit & Cancellation Requests

Orders that are already shipped, in transit, or close to delivery cannot be canceled or refunded.
Return requests made while the order is in transit may be refused.

Delivered Orders & Non-Receipt Claims

We will not issue a refund or replacement if the tracking information shows that the order has been successfully delivered.

If a customer claims non-receipt despite delivery confirmation, a non-delivery certificate issued by the local post office or courier with an official stamp or seal is required.

Tracking Issues & Customer Responsibility

Refunds or reshipments will not be provided for delivery issues caused by:

  • Incorrect or insufficient address

  • No such number

  • Unknown recipient

  • Refused delivery

  • Failure to collect the package on time

  • No safe delivery location

  • Customs clearance issues

  • Other issues caused by customer action or local courier handling

Customers are responsible for providing accurate shipping information and ensuring the package can be received.

Unclaimed, Returned, or Destroyed Packages

Local couriers may attempt delivery 1–3 times depending on the situation.
If delivery is unsuccessful, the package may be held at a local post office for 3–7 days for customer pickup.

If the customer fails to collect the package:

  • The order may be returned to the sender or destroyed

  • We are not responsible for lost, returned, or destroyed packages

  • No refund or replacement will be issued

If a returned package is received back by our logistics partner, it will not be refunded and may be restocked or disposed of at our discretion.

Damages & Issues

Please inspect your order immediately upon delivery.
If the item is defective, damaged, or incorrect, you must contact us at velyxushop@gmail.com within 48 hours of delivery, including clear photos of the issue.

Claims submitted after this period may not be accepted.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (food, flowers, plants)

  • Custom or personalized items

  • Personal care or beauty products once opened

  • Hazardous materials, flammable liquids, or gases

  • Sale or discounted items

  • Gift cards

If you are unsure whether your item qualifies for return, please contact us before submitting a request.

Exchanges

We do not offer direct exchanges.
To receive a different item, customers must return the original item (if approved) and place a new order.

European Union 14-Day Cooling-Off Period

If your order is shipped within the European Union, you have the legal right to cancel or return your order within 14 days of delivery, without providing a reason.

Conditions:

  • Items must be unused, unworn, with tags attached

  • Items must be in original packaging

  • Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect

  • Refunds may be partially reduced if the item shows handling beyond what is necessary to establish its nature and functionality

Refunds

Once we receive and inspect your return, we will notify you of the approval status.

If approved:

  • Refunds will be issued to the original payment method

  • Processing time is up to 10 business days

Original shipping fees are non-refundable.

If more than 15 business days have passed since refund approval, please contact velyxushop@gmail.com.