We want you to love what you ordered. Here's exactly how we handle issues.
What We Cover
We accept return or replacement requests for:
- Defective items — manufacturing defects, damaged seams, broken hardware
- Items damaged in transit — visibly damaged packaging or goods on arrival
- Wrong item received — a different product, size, or colour than what you ordered
Contact us within 14 days of delivery for any of the above.
Hygiene Policy
For health and hygiene reasons, bodysuits and shapewear cannot be returned once worn, washed, or removed from their original packaging. This is standard practice for intimate apparel.
What Is Not Covered
The following are not eligible for return or refund:
- Change of mind or size preference (use the size guide on each product page before ordering)
- Items that have been worn or washed
- Requests made more than 14 days after delivery
- Items marked Final Sale at checkout
How to Start a Request
- Email support@velvexa.ca with your order number and a short description of the issue.
- Attach clear photos showing the defect or damage.
- We will respond within 2 business days with next steps.
You do not need to ship anything back unless we ask you to.
Refunds
Approved refunds are returned to your original payment method. Allow 5–10 business days after approval for the refund to appear — processing time varies by bank and card issuer.
Exchanges
We do not offer automatic size exchanges. If you need a different size, contact us and we will do our best to help on a case-by-case basis.
Shipping Costs
We offer free shipping on all orders, so there are no original shipping costs to refund. If return shipping is required and the issue is our error, we will cover it. For other returns (at our discretion), shipping costs are the customer's responsibility.
Contact
Velvexa
Ontario, Canada
support@velvexa.ca