Returns and refunds policy

Store products

Unopened products

You can request a return within 14 days of your order's delivery, as long as the product is unopened, unused, with its seal intact and in its original packaging.

Opened or used products

For hygiene and safety reasons, we can't accept returns of products that have been opened or used, such as the Whipped Lash Shampoo. If you have questions about how to use your product, message us and we'll gladly help.

If your order arrives damaged or incorrect

If your product arrives damaged, defective or isn't what you ordered, let us know within 7 days of delivery, with your order number and photos of the product and packaging. We'll send you a replacement at no cost or, if you prefer, a full refund including shipping.

How to request a return

1. Message us on WhatsApp at +1 (515) 829-9399 or through our Contact, with your order number and the reason for the return.
2. We'll confirm whether your return is approved and tell you where to send it. Please don't send products before receiving our confirmation.
3. Pack the product securely. We recommend using a service with tracking, as Velamore isn't responsible for returns lost in transit.

Shipping costs

If you're returning an item because you changed your mind, return shipping is your responsibility and the original shipping cost is non-refundable. If the error was ours (damaged, defective or incorrect product), Velamore covers shipping.

Refunds

Once we receive and inspect the product, we'll let you know if your return was approved. Once approved, you can choose between:

• A refund to your original payment method, or
• Velamore store credit for the value of the product.

We process approved refunds as soon as possible. The time it takes to appear in your account depends on your bank or card issuer. Products bought on sale or with a discount are refunded at the price you paid.

Studio services

Paying for your appointment

Full payment for the service is made when you book online. That way your appointment is confirmed and you don't have to worry about paying afterward.

No-shows and late arrivals

If you miss your appointment, or arrive more than 15 minutes late, you'll be refunded 50% of the amount paid. A full refund does not apply in these cases.

Cancellations and changes

We reserve your time exclusively for you. If you need to cancel or reschedule, please let us know at least 24 hours in advance. Cancellations with less than 24 hours' notice may incur a fee.

Services performed

Each service is tailored to you, with dedicated time, materials and attention. That's why services already performed are non-refundable.

Your satisfaction matters to us

If you notice any issue with your service, let us know within 48 hours after your appointment, on WhatsApp with photos. We'll give you a review appointment to assess it and, if appropriate, make the necessary adjustments at no cost.

The free review doesn't apply in these cases:

• When we're notified after 48 hours.
• When the result is affected by not following the aftercare recommendations we give you after your appointment.
• Natural lash shedding as part of the growth cycle.
• Changes in style, length or shape you'd prefer after approving the design during your appointment.

If you feel discomfort or irritation after your service, message us right away and, if needed, consult a healthcare professional.

Questions?

We're here to help. Message us on WhatsApp or on our Contact.

Last updated: October 2026.