Frequently asked questions.

1. Are your perfumes authentic?

Yes — 100%. Every fragrance we sell is guaranteed authentic, sourced directly from verified distributors in the EU. No replicas. No fakes. Just real scent.

2. How long does delivery take?

Most orders arrive within 5–10 business days.
Shipping times may vary depending on your location, but we aim to dispatch all orders within 24–48 hours of purchase. You’ll receive tracking details once your order is on the way.

3. Do you accept returns or refunds?

We comply fully with EU Consumer Rights law.

➤ You are eligible for a refund if:

  • Your item arrives damaged or incorrect

  • You return the product within 14 days, unopened and in its original condition

We cannot offer refunds if:

  • The product has been opened or used (due to hygiene law for personal-use items like perfume)

  • You’ve changed your mind after opening the item

If in doubt, reach out — we’re here to help.

4. Can I cancel my order?

Yes — if your order hasn’t shipped yet, you can cancel and receive a full refund.
Just email us as soon as possible at info@velouriavault.com or DM us on Instagram.

5. Do you offer discounts or bundle deals?

Yes — check our homepage or follow us on Instagram @velouriavault for limited drops, secret sales, and curated bundle offers. We reward loyalty.

6. Where do you ship from?

We currently ship from within the EU, with fulfillment across the Continent.

As the seller, Velouria Vault is responsible for all customs declarations and export compliance.
Customers in the EU may be responsible for VAT or import duties upon delivery, depending on local regulations.

We aim to minimize this by classifying shipments correctly and using low-value or gift declarations where legally permitted.

7. Why are your prices lower than retail?

We work directly with wholesale distributors, liquidation channels, and regional suppliers — cutting out middlemen and brick-and-mortar markups.
Same luxury scent. Better price. Always.

8. My item arrived damaged / wrong — what do I do?

We’ll fix it fast.
Just send us:

  • Your order number

  • A photo of the issue

  • A quick message to support@velouriavault.com or via Instagram DM
    And we’ll sort a replacement or refund.

9. Still have questions?

We’re here — message us anytime on Instagram, or email info@velouriavault.com.
Our team responds within 24 hours (usually faster).