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We have an easy Returns and Exchanges process, valid within 21 days of purchase. To be eligible for return or exchange, items must be in original, unworn condition with all tags and liners intact.

Return shipping is free if you opt in to return coverage. When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any item(s) in your order for an exchange, refund, or store credit for free. If you decide not to purchase coverage, you can still return your items, but you will be responsible for the cost of the return shipping label. Orders without return coverage are subject to a $3.95 restocking fee. This cost will be deducted from your refund once it is processed. Please allow 10-14 business days for refunds to process.

Please note that if you are returning multiple orders, each order will need to be returned in a separate box, using the unique label assigned for that order. This will ensure that the returns are processed correctly and timely.

To initiate a return or exchange, please 

What is your return policy?

 of delivery, provided the item meets the following conditions:

unused, unwashed, and in its original condition

 (e.g., perishables, intimate wear, final sale items).

Note: Refunds are issued via the original payment method. Exchanges are subject to stock availability.

 and select the item you want to return.

 – Choose the reason for return and select your preferred refund method.

 – Our courier partner will pick up the item from your doorstep.

Tip: If pickup isn’t available in your area, you may need to self-ship the item to our return center.

Ensure the return label (if provided) is attached to the package.

Refunds are credited to your original payment method or as store credit (if selected).

 – Your old item will be picked up, and a new one will be shipped once we receive it.

Important: If the requested exchange item is out of stock, a refund will be processed instead.

If the item is damaged, defective, or incorrect, upload clear photos during the return request.

Items that are used, tampered with, or do not meet our return policy may be rejected.

Contact support if you believe this is an error.

I returned an item, but my refund is delayed.

. If delayed, check your bank or payment provider.

I ordered multiple items. Can I return just one?

Yes! You can initiate a return for specific items instead of the whole order.

 for most products unless stated otherwise.

How to Return or Exchange an Item

We want you to love your Velvix as much as we do! If you aren’t entirely happy with your order, please request a return through our 

 to confirm whether we offer “easy returns” in the country of the order delivery - meaning 

if we can provide you a pre-paid label, based on the order delivery country.

 If your country is not included in our return policy, please follow the following process to return your purchase

RETURNS INSTRUCTIONS FOR COUNTRIES WITH 

 (the one used for the purchase) and your 

3. Select the products you wish to return and the return reason. 

5. Select the return reason and click on 

6. You can either decide to get the amount you paid or use the 'Shop now' feature.

a) In case you select the money-back option, you will be asked to choose between Store Credit or Refund.

b) In case you decide to shop now you will be redirected to our website and the amount will be already discounted at checkout.

8. Check your email for the return request confirmation from ALOHAS. There you will find the shipping address where you should send the item(s) back:

Please note if you received and you are claiming during the return process an 

, we need to review your request manually. In this case, please hold our expert team to reach out to you via email and get prepared with all the information needed from your side to confirm and validate the incident. For more information consult 

I received a faulty item, what should I do?

, please provide us with the shipment tracking information immediately 

to ensure the return can be tracked effectively.

 to include it in the return package. To do this, you'll need to locate the 

 Don't worry, it's simple! This number is the identifier for your products, and you can find it on the box, right where the size and model of your ALOHAS are indicated.

 It consists of six digits, a hyphen, and four additional digits, with the last two being the size number of your shoe

, for example, S00442-2540 (where 40 is the shoe size).

 all taxes and duties are covered when you pay for your return.

 We only process those returns that arrive at our warehouse directly, without any customs paperwork or payment from our side.

How can I return an item if my country is not eligible for “easy returns”?

For countries eligible for "easy returns," the prepaid return label is available for download at the end of the return process. In case of temporary system issues preventing label generation, an error message may appear. If this occurs, please 

 directly, and we'll provide you with the necessary return shipping label.

In the case that you have requested a return from Switzerland, or if, for any country, you indicated in your return that the reason for the return is related to the product being defective or incorrect, please refer to our article 

My return request is under review, what should I do? 

I have issues generating my return label, what should I do?

To cancel your gift card and receive a refund to your bank account, please contact us by sending a message with the gift card code and associated email address through our customer service.

If you obtained your store credit through a return process and wish to cancel it to receive a refund to your credit card or original payment method, please note that ALOHAS applies a fee for this service. Charges vary by country of origin:

 for the rest of the European Union, United Kingdom, and United States

 Before proceeding with the cancellation of your gift card and refund, you will need to confirm that you understand a return fee will be applied according to the aforementioned rates. This fee will be deducted from your total refund amount.

Once confirmed, we will proceed with the cancellation and refund process to the associated bank account.

Remember, our gift cards have no expiration date, so you can use them at any time and take advantage of our weekly new collections to stay updated on our latest releases and make your purchases.

 to discover all our exclusive benefits and be the first to learn about new products. You will receive the latest news, promotions, and special offers directly in your inbox!