To help us process your After-Sales Service request efficiently, please provide the following details:

• Photos of the affected item: Include one image of the entire product, a close-up of the damaged area, and—if the item is footwear—a photo of the soles. You may also optionally upload a short video to help our team better assess the issue.
• Order number: This can be found in your order confirmation email or by visiting the “My Orders” section of your account on our website.
• Item number: Also located in your order confirmation email or under “My Orders.”
• Email address used for the order: Please use the same email address associated with the original purchase.

Under the EU Guarantee, you may be eligible for the repair or replacement of the following components if they are found to be defective due to a manufacturing fault:

• Metal hardware such as chains, clasps, eyelets, screws, rivets, carabiners, ring or chain links, press studs, magnets, and similar elements
• Bag parts including handles, straps, leather flaps, tabs, and tongue details
• Structural components like seams and zippers
• Decorative features and embellishments

Please note that coverage applies only to defects arising under normal use within 24 months of receipt and does not include damage from wear and tear, misuse, or accidental damage.

The EU Guarantee does not cover:

• Items that have been misused or improperly stored, such as those damaged due to neglect, failure to follow care instructions, accidental damage, impact (e.g. dropping), or abnormal use.
• Damage resulting from external events beyond your control, including natural disasters like fire or flooding.
• Repairs or replacements required due to unauthorized alterations or modifications carried out by third parties other than VELIS or the original brand.

Cases where repairs or replacements are not possible, particularly when the necessary parts are no longer available.

If we are unable to repair the item in-house, you will have several options to choose from: the brand may carry out the repair, you can receive a refund to your original payment method, opt for store credit equivalent to the item’s value to use at VELIS FASHION, or, if the item is still available, request an exchange.

The repair duration depends on the extent of the damage. If the item can be fixed in-house by VELIS (such as restitching or button replacement), repairs typically take up to one week. However, if the item needs to be sent to the brand for repair, the process may take several months.

The repair timeline also depends on how quickly the brand responds to our request and the availability of the necessary spare parts.