Returns & Exchanges
Due to the perishable nature of our artisan cocoa products, we prioritize food safety and cannot accept returns on opened items. If your luxury chocolates arrive damaged or compromised, we are committed to providing a full replacement or refund to ensure your satisfaction.
Inspect Your Order
Upon delivery, please immediately inspect your chocolate collection for any signs of temperature damage or structural compromise during transit.
Document the Issue
If you find a defect, take clear photographs of the product and the original packaging to help our quality control team process your claim.
Contact Concierge
Email our Velour Support team within 48 hours of delivery with your order number and the documentation of the issue.
Resolution Processing
Once approved, we will initiate a priority shipment of a replacement order or issue a full credit to your original payment method within 3-5 business days.
30-Day Window
Return within 30 days of delivery
Free Returns
Prepaid shipping label provided
Fast Refunds
5-7 business days processing