FAQ :- Frequently Asked Questions
What does Velmora Collective sell?
We offer a curated range of footwear and apparel for men, women and unisex styling. Product availability, sizes, colours, materials and care information are shown on the relevant product page.
Where do you deliver?
We currently deliver only within India and only to serviceable PIN codes.
How long does delivery take?
Orders are normally prepared and dispatched within 2–3 business days. After dispatch, delivery is estimated to take 5–7 business days. The usual total is therefore about 7–10 business days, but remote locations, public holidays, weather, courier disruption or high-demand periods can take longer.
How does your COD option work?
Where COD is available, you pay ₹200 in advance to confirm and lock the order. This ₹200 is part of the order price, not an extra fee. The remaining order balance is collected by the courier at delivery. The order is confirmed only after the advance is received and any verification is completed.
Is the ₹200 advance refundable?
It is refunded if you cancel before dispatch or if we cancel the order, cannot fulfil it, or the address is unserviceable. If an order has already been shipped and is returned to us because it was refused, the customer was repeatedly unavailable, or an incorrect or incomplete address was supplied, we may deduct only reasonable actual forward-shipping and return-to-origin costs from the ₹200. Any remaining amount will be refunded. We will not deduct such costs where the failed delivery was our error or the courier’s confirmed error.
Can I cancel an order?
Yes. Contact us as soon as possible. A cancellation made before dispatch receives a refund of any amount paid. After dispatch, we may not be able to stop delivery; reasonable actual shipping and return-to-origin costs may then apply as explained above.
Can I return an item because the size does not fit or I changed my mind?
Yes, provided you request the return within 7 calendar days of delivery and the item meets the return-condition requirements. The normal resolution is an exchange, subject to stock, or store credit.
What if I receive a damaged, defective or incorrect item?
Contact us within 7 calendar days of delivery, preferably as soon as you notice the problem. We will arrange an appropriate replacement, exchange or monetary refund after verification. Your rights under applicable consumer law are not limited by this policy.
Who pays return shipping?
Velmora Collective bears reasonable return shipping for a verified damaged, defective or incorrect item. For size exchanges and change-of-mind returns, the customer pays the return shipping and any reshipping charge disclosed before the exchange is confirmed.
How long is store credit valid?
Store credit is valid for 12 months from the date it is issued, unless a longer period is required by law or stated when the credit is issued. It cannot be exchanged for cash except where applicable law requires a monetary refund.
Can I return sale or hygiene-sensitive products?
Items clearly marked “Final Sale”, personalised items, used socks, undergarments and other hygiene-sensitive items cannot be returned for change of mind. This does not affect claims for an item that is damaged, defective, incorrect or otherwise covered by law.
Do you require an unboxing video?
No. Photos and an unboxing video can help us investigate damage or an incorrect shipment, but we will not reject an otherwise valid claim only because no video was recorded.
How can I contact you?
Use the email or phone/WhatsApp number shown on the Contact Us page. Include your order number so we can help quickly.