Client Services
Returns & Exchanges
Return Policy
House of Velmari accepts returns within 14 days of delivery. We want you to be confident in every purchase — if something is not right, our team will make it simple.
Condition Requirements
Unopened products in original sealed packaging — full refund guaranteed
Original packaging must be intact and undamaged
Proof of purchase (order number) required
Important
Opened or used fragrance products cannot be returned for hygiene and safety reasons. We encourage you to explore our product pages or contact our concierge team via live chat before purchasing.
How to Return
Contact Us
Email support@houseofvelmari.com with your order number and reason for return. Alternatively, use the live chat on our website.
Ship the Item
Pack the item securely in its original packaging. Return shipping is at the customer's expense unless the item arrived damaged or incorrect, in which case we will provide a prepaid shipping label.
Receive Your Refund
Once we receive and inspect the returned item, your refund will be processed within 5–7 business days to your original payment method. You will receive an email confirmation.
Refund Timeline
Exchanges
We do not currently offer direct exchanges. To exchange a product, please return the original item for a refund and place a new order for the desired product. Our team will prioritise your replacement order.
Non-Returnable Items
- —Opened or used fragrance products
- —Items without original packaging
- —Discovery sets and samples
- —Customised or engraved items
- —Promotional or gift-with-purchase items
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery at support@houseofvelmari.com with photographs of the item and packaging. We will arrange an immediate replacement or full refund at no additional cost.