Refund policy

Returns, Refunds, and What Happens If Something Goes Wrong

Hi, I'm Sandra. I run Velelle on my own, and I want to be upfront about how returns work here so there are no surprises.

Most of what I sell is either digital or made-to-order. That changes the rules a bit compared to a typical online store, so I want to walk you through what to expect.

If something goes wrong with your order

This is the part you're most likely to actually need, so I'm putting it first.

If your item arrives damaged, defective, or different from what you ordered, email me at returns@velelle.com within 7 days of delivery. Include your order number and a few photos showing the issue and the packaging. I'll review it and either send a replacement or issue a refund, depending on what makes the most sense for the situation. I aim to respond within 3 business days.

I'd rather make this right than have you sit with something broken or wrong, so please don't hesitate to reach out. Photos really do help me move faster.

Digital products

Anything you download from Velelle (PDFs, e-books, digital tools, courses) is final sale. Once you've received the file, I can't take it back, the same way a bookstore can't take back a paperback you've already read.

By purchasing a digital product, you're confirming you understand it can't be returned.

Physical products

Every physical product I sell is made to order, which means it's produced specifically for you after you place your order. Nothing sits in a warehouse with my name on it.

Because of this, I can't offer returns, exchanges, or cancellations on physical items once an order is placed. There's no inventory to return to. Please review your order carefully before checking out, especially the size, color, design, and shipping address.

The exception is the damaged-or-defective process above. That always applies.

Cancellations

Once an order is placed, I can't cancel it. Digital products go out instantly, and physical products go into production right away. I know this can feel restrictive, but it's the honest reality of how a small operation like mine runs. There's no fulfillment team I can call to pull an order back.

Please review your order before completing checkout.

A few specific situations

Lost or stolen packages. Once the carrier marks your package as "delivered," it's officially out of my hands. If you can't find a package that's marked delivered, I recommend checking with neighbors and contacting the carrier directly to file a claim. I can't replace or refund packages that the carrier confirms were delivered.

Wrong shipping address. If you enter the wrong address at checkout and the package ships to that address, I'm not able to issue a refund or replace it. If a package comes back to me as undeliverable, you'd need to cover the cost of reshipping. Please double-check your address before submitting your order.

My book through Amazon. If you bought Overwhelm First Aid Kit on Amazon, that return goes through Amazon directly, not through me. Their return process is separate.

EU and UK customers

Velelle products are either digital content delivered immediately upon purchase or physical goods made to your specifications. Under EU and UK consumer law, both of these categories are exempt from the standard 14-day right of withdrawal (specifically, EU Consumer Rights Directive Article 16(a) and 16(c), and the UK equivalent). By placing an order, you acknowledge that the cooling-off period does not apply to Velelle products.

If something arrives damaged or defective, the damage process above still applies regardless of where you live.

Refunds

When I approve a refund (in the case of damaged, defective, or incorrect items), I'll process it back to your original payment method within 10 business days. From there, your bank or credit card company adds their own processing time, which can be a few more days.

If 15 business days have passed since I approved your refund and you still haven't received it, email me at returns@velelle.com, and I'll look into it.

Exchanges

I don't process exchanges directly. If your item came damaged or wrong, follow the damage process above and I'll sort it out. If you simply want a different item, the made-to-order policy means I can't swap it.

How to reach me

For anything return-related, email returns@velelle.com. For all other questions, sandra@velelle.com is the best contact.

I read every email myself. If something feels off about your order, please tell me. I want Velelle to be a place where you feel taken care of, even when something goes wrong.

Sandra

Velelle