Refund policy

At Vellastep, we want customers to understand our return, exchange, and refund process before placing an order. You may request a return or exchange within 30 days after delivery, including for personal reasons. Vellastep covers shipping costs for eligible returns and exchanges in accordance with this policy and does not charge a restocking fee.

Return and Exchange Period

You may request a return or exchange within 30 days after your order is delivered. The 30-day period begins on the delivery date.

You may request a return or exchange for personal reasons, including a change of mind, selecting the wrong size or color, or deciding that you no longer want the item. You do not need to report a product defect or quality issue to request an ordinary return or exchange.

Return Eligibility and Item Condition

For ordinary returns or exchanges requested for personal reasons, please return the item in its original condition. Footwear may be tried on indoors to check the fit, but should not show signs of outdoor wear or use beyond reasonable inspection. Items should not show damage, alterations, washing, or other signs of use beyond reasonable inspection.

Please include the original packaging, tags, labels, and accessories supplied with the item, where applicable. Please take reasonable care of the item and its packaging while it is in your possession.

If a returned item shows signs of wear, use, alteration, or damage beyond reasonable inspection, or is missing essential components, we will review its condition and the circumstances before determining whether it qualifies for a return or exchange.

These condition requirements do not prevent you from contacting us about an item that arrives damaged, defective, or incorrect. Please refer to the relevant section below for instructions on reporting these issues.

How to Request a Return or Exchange

To request a return or exchange, email hello@vellastep.com within 30 days after delivery. Please include your order number, the product you wish to return or exchange, and your preferred resolution.

We generally review return and exchange requests within 1–3 business days. After reviewing your request, we will notify you of the outcome and, if approved, provide the applicable instructions, including the designated return address and shipping arrangements.

Please contact us and obtain return authorization and instructions before sending any item back. Do not send returned products directly to our business contact address unless we have specifically instructed you to do so.

Return and Exchange Shipping Costs

Vellastep covers shipping costs for eligible returns and exchanges requested within the applicable 30-day period, including requests made for personal reasons or a change of mind.

Please contact us before arranging a return or exchange shipment. We will explain how the shipment should be arranged and how the applicable shipping costs will be covered. Please do not send an item back before receiving return authorization and shipping instructions.

Restocking Fees

Vellastep does not charge a restocking fee for returns or exchanges.

Returned Item Receipt and Inspection

If your return request is approved, please follow the return instructions provided by Vellastep. After the returned item is received, we will review its condition and determine whether the return qualifies for a refund under this policy.

Approval of a return request authorizes you to proceed with the return. It does not mean that a refund has already been approved or issued.

Refund Approval and Processing

After the returned item has been received and reviewed, we will determine whether the refund is approved. We will contact you if additional information or action is required.

Once a return is approved for a refund, Vellastep generally processes the refund within 1–3 business days.

Approved refunds are generally issued to the original payment method used for the purchase, subject to the capabilities and processing requirements of the payment provider.

The 1–3 business-day period refers to Vellastep's refund processing time after refund approval. After the refund has been issued, your bank, card issuer, or other payment provider may require additional processing time before the funds appear in your account. This additional processing time varies by provider and is outside our control.

Exchanges

You may request an exchange within 30 days after delivery, including for personal reasons such as preferring a different size, color, or item. You do not need to report a product defect to request an ordinary exchange.

Exchange requests are generally reviewed within 1–3 business days. Approval of an exchange request and completion of the exchange are separate steps. Exchanges are subject to product availability. We will confirm the available options and provide the applicable instructions before proceeding.

If the requested replacement item is unavailable, we will contact you to discuss the available options before proceeding.

Vellastep covers shipping costs for approved exchanges, including applicable shipping costs for returning the original item and shipping the replacement item. Please obtain return authorization and shipping instructions before arranging shipment.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please email hello@vellastep.com as soon as reasonably possible after delivery.

Please include your order number, a description of the issue, and clear photographs of the item and its packaging where relevant. This information will help us review the issue and determine the appropriate next steps.

After reviewing your request, we will explain the available resolution options, which may include a return, refund, or exchange, as appropriate to the circumstances.

For confirmed damaged, defective, or incorrect items, Vellastep covers applicable shipping costs for the approved return or exchange. Please contact us and obtain instructions before arranging shipment.

This section does not shorten the 30-day period for requesting an ordinary return or exchange.

Contact Us

If you have questions about this policy or need assistance with a return, exchange, or refund, please contact us using the information below.

Store Name
Vellastep

Website
https://www.vellastep.com/

Email
hello@vellastep.com

Phone
+1 660-683-5307

Business Contact Address
294 Hwy H, Henley, MO 65040, United States

Customer Support Hours
Monday–Friday: 9:00 AM–6:00 PM Central Time (CT)
Saturday–Sunday: Closed

The address above is our business contact address. Please contact us and obtain return instructions before sending any returned product. Do not send returned products directly to this address without prior instructions.

Last Updated: October 20, 2026