Velvet, an offbeat family-run shop in Luxembourg

You have received your order but the product does not suit you?

You can return your products within 15 days of receiving your package, for any order.

For the festive season, the deadlines are extended to 30 days.

The items must not have been worn, washed or damaged and must be returned in their original packaging, in perfect condition for resale.

How do I return my package from France?

Return shipping from France is free via Mondial Relay.

To return your parcel, it is very simple :

1. Go to “My account”, in the “My purchases” section,
   
   
2. In the list of your orders, select your order,
   
   
3. If your order is eligible for return, please tick each product you wish to return. If a product has been ordered in several copies, you can indicate the quantity to be returned.
   
   
4. Indicate the reason for the return at the bottom of the order details and click on “Request a return”. You can track your return request in the “Returns” section of the “My purchases” section.
   
   
5. Once your return request has been validated by our team, all you have to do is stick your pre-paid label (provided at the time of delivery) on the package, insert the completed returns form in the parcel and drop it off at a Mondial Relay point.

How can I return my package (International online returns)

International return packages are at the customer’s expense (including cost of shipment by the chosen carrier, customs & duties, taxes, etc.)

To return your parcel, it is very simple :

1. Go to “My account”, in the “My purchases” section,
   
   
2. In the list of your orders, select your order,
   
   
3. If your order is eligible for return, please tick each product you wish to return. If a product has been ordered in several copies, you can indicate the quantity to be returned.
   
   
4. Indicate the reason for the return at the bottom of the order details and click on “Request a return”. You can track your return request in the “Returns” section of the “My purchases” section.
   
   
5. Once your return request has been validated by our team, simply download the return form and place it in your package. 
   
   
6. Send your package to the address indicated on the return form.

Want to make a return request with a guest account?

It's very simple : Send us a message via the “Contact us” link in the footer of the home page of the olow.fr website. Select “Customer Service” then indicate your order reference, the items you wish to return and whether you wish to request a refund, credit note or exchange.

How long does it take to get my money back once my package has been sent?

Refunds will be made within 10 days of receipt of your items and automatically to the account associated with the credit card used for payment or to the Paypal account used for payment.

Is it possible to return my item in the shop?

No, for all internet orders, returns can only be made to the address mentioned below.</p

Stock AZ-OLOW
Rue du Nauron,
79180 Chauray

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What can I do if my item has a defect?

We take great care in the manufacture and finishing of our products. However, if you wish to report a manufacturing defect on a product, we invite you to contact our customer service by the "Contact us" link at the bottom of our site page.