Brand Policies & Customer Charter

We are committed to delivering premium quality luxury handbags crafted with the finest materials. Every product that leaves our brand carries our promise of excellence, authenticity, and care.

At Velorau, we believe every woman deserves to carry something beautiful — without compromise. Our policies are designed to protect both our customers and our brand integrity.

How to Place an Order

• Orders can be placed via our official website, Instagram DM, or WhatsApp.
• All orders are confirmed only after payment verification.
• Order confirmation message will be sent within 2 hours of payment.
• Custom or personalized orders require 50% advance payment.
• Customers who pay 100% advance online will receive An Free Delivery On Their Orders.
• All orders will be delivered within 7-8 working days from order confirmation.

Payment Methods

• Easypaisa — Contact On Whatsapp
• JazzCash — Contact On Whatsapp
• Bank Transfer (account details provided on request)
• Cash on Delivery (COD) — available nationwide (conditions apply)

We partner with reliable courier services to ensure your order arrives safely and on time.

Shipping Charges

• Standard Delivery: PKR 200–250 (paid by customer)
• Free Delivery on Advanced orders
• Same-day delivery available in Lahore (additional PKR 150 charge)

We take great pride in our quality. However, if you are not completely satisfied, we offer a fair and transparent return/exchange process.

Exchange Policy — Accepted

• Exchange request must be made within 48 hours of delivery.
• Item must be unused, in original packaging, with all tags attached.
• Exchange is accepted for: wrong item received, manufacturing defect, or wrong size/color delivered by us.
• Customer pays return shipping. We pay forward shipping for exchange.
• Exchange for different product is subject to price difference payment.

Returns — Cash Refund Policy

• Cash refunds are only issued if the product has a manufacturing defect and no exchange item is available.
• Refund will be processed within 5–7 business days after product inspection.
• Refund amount excludes original shipping charges.

Non-Returnable Items

• Items returned after 48 hours of delivery.
• Used, washed, or damaged items by customer.
• Items without original packaging or tags.
• Sale / discounted items (final sale — no exchange).
• Custom/personalized orders.

Every Velorau product goes through a strict 3-step quality check before dispatch.

If any product fails our quality check, it is set aside and not dispatched. We would rather delay an order than deliver a substandard product.

• Customer information (name, address, phone number) is collected solely for order processing and delivery.
• We do not share, sell, or transfer customer data to any third party.
• Photos of deliveries may be used for marketing purposes only with customer consent.
• Customers may request deletion of their data at any time by contacting us.

Customer Reviews

• We encourage honest reviews on our Instagram and Google page.
• Fake or incentivized reviews are strictly against our policy.
• Negative feedback is addressed within 24 hours professionally.

User-Generated Content

• We may repost customer photos/videos on our social media with credit.
• Customers wishing to opt out may inform us and their content will not be used.

• Orders can be cancelled within 2 hours of placement — full refund.
• After 2 hours, cancellation is not accepted if order is already processed.
• COD orders cancelled at doorstep will be flagged — repeated refusals lead to COD restriction.
• Bulk or custom orders cannot be cancelled once production has begun.

Our customer support team is available 7 days a week to assist you.

We carefully pack every order to prevent damage during shipping. However, if your order arrives damaged due to courier mishandling:

• Take a clear video/photo of the sealed package before opening — this is required for any transit damage claim.
• Report damaged delivery within 24 hours of receiving the order via WhatsApp.
• We will file a claim with the courier company on your behalf.
• A replacement or store credit will be issued within 3–5 working days after verification.
• Damage caused by customer after opening is not covered under this policy.

To maintain a trustworthy shopping experience for all genuine customers, we have a strict anti-fraud policy.

• Placing fake COD orders is a punishable offense under Pakistan's Electronic Crimes Act (PECA 2016).
• Any customer found placing fake orders will be permanently blacklisted from our platform.
• Their contact number and address will be reported to our courier partners.
• We reserve the right to take legal action against repeated fraudulent activity.
• Customers with 2+ refused COD orders will automatically move to advance-payment-only mode.

• All prices displayed are final and inclusive of applicable taxes.
• Prices may change during seasonal sales — discounts are not applicable on already-discounted items.
• Every product sold by Velorau is 100% authentic and quality-checked — we do not sell replicas or seconds.
• If you find our product being sold cheaper elsewhere, contact us — we will investigate.
• We reserve the right to cancel orders placed at incorrect prices due to website errors.

We understand the importance of gifting. Our luxury packaging is gift-ready by default — but we offer extra services:

We take every complaint seriously. Here is our promise to you: