Return and refund Policy

At Rue Velour, we stand by the quality and purpose of every garment we create. Each piece is carefully made, and we want you to love what you receive. However, if you receive the wrong item or an item with a manufacturing defect, we’re here to make it right.

Please note that returns and refunds are only accepted for products that are incorrect or have quality-related issues. Items that do not meet these criteria are not eligible for return, exchange, or refund.

Eligibility and Time Frame

  • You must notify us and ship the return package within 10 days of the delivery date.

    • For example, if your order is delivered on July 1st, the item must be shipped back no later than July 10th.

    • If the return is shipped after this period, it will not be accepted.

  • This 10-day period includes weekends and holidays.

  • If a chargeback is initiated outside these terms, this policy will serve as documented proof to your financial institution.

Return Conditions

Items approved for return must be:

  • Unworn

  • Unwashed

  • Undamaged

  • In original packaging with all tags attached

Returns that do not meet these standards will be rejected.

Non-Returnable Items

  • All sale items or products purchased using a discount code (except “WELCOME”) are final sale and cannot be returned, exchanged, or refunded.

How to Initiate a Return

To initiate a return or exchange, please reach out through our Contact page or directly via email at info@ruevelour.store. Our support team will walk you through the process step-by-step and provide guidance based on your location and order details.

Shipping for Returns

  • Canadian customers: We provide prepaid return labels.

  • International customers: You are responsible for covering return shipping costs. We do not offer prepaid return labels outside Canada.

Refunds and Exchanges

  • Once we receive your return and verify the issue, we will issue a refund to your original payment method.

  • Refunds typically appear within a few business days, depending on your bank or payment provider.

  • For exchanges, once your return is received and approved, we will promptly ship your replacement item.

We appreciate your understanding and cooperation. These terms ensure fairness, transparency, and consistent quality for all Rue Velour customers.