Do you have a question or a problem with your order? In many cases, we can help you faster if you first contact our customer service.

You can do this by using our contact form or by sending an email to support@velorparis.fr. Please always include your order number. We strive to respond within 24 hours.

DO YOU HAVE A QUESTION ABOUT SIZE OR FIT?

Are you unsure about the size, width, fit, or comfort of your shoes? Contact us via our contact form.

Please include:

• Your order number;
• The product name;
• The size ordered;
• A brief description of the problem.

We will gladly work with you to find the most suitable solution.

HAVE YOU RECEIVED A DAMAGED, INCORRECT, OR DEFECTIVE PRODUCT?

Contact us as soon as possible via our contact form.

If possible, please attach clear photos:

• Of the product in its entirety;
• Of the defect, damage, or incorrect product;
• Of the packaging;
• Of the shipping label, if relevant.

Always include your order number. This information will allow us to process your request more quickly and offer you a suitable solution.

Do not return the product until you have received our return instructions.

IS YOUR PACKAGE MARKED AS DELIVERED, BUT YOU HAVEN'T RECEIVED IT?

Please first check:

• If the package was left with a neighbor;
• If the package was left in a secure location around your home;
• If another person in your household received the package;
• If the carrier left any additional information regarding the delivery.

Still can't find the package after these checks? Contact us as soon as possible via our contact form and include your order number and tracking number.

ARE YOU NOT SATISFIED WITH THE PRODUCT?

Are you not satisfied with the size, fit, comfort, finish, or any other aspect of your order? Contact us via our contact form.

Clearly describe why the product does not meet your expectations. Photos are not mandatory, but they can help us assess your situation more quickly and offer you a suitable solution.

Do you wish to cancel your purchase without stating a reason? You can then exercise your legal right of withdrawal in accordance with the information below.

YOUR LEGAL RIGHT OF WITHDRAWAL

You have a period of 14 days to withdraw from a contract concluded online, without having to give any reason.

For the purchase of products, this period begins the day after you, or a third party designated by you other than the carrier, physically take possession of the product.

When multiple products from the same order are delivered separately, the period begins the day after receipt of the last product.

To comply with the withdrawal period, you must send your declaration before the expiration of this period.

The tracking status can be used as an indication of the delivery time. If the package is marked as delivered, but you have not actually received it, contact us immediately.

HOW TO EXERCISE YOUR RIGHT OF WITHDRAWAL?

You can easily submit your withdrawal using the online form. You do not have to give a reason for your decision. Check the information entered before definitively confirming your withdrawal.

After sending, you will receive an electronic acknowledgment of receipt including the content, date, and time of your request.

STANDARD WITHDRAWAL FORM

You can also send the form below by email to support@velorparis.fr or submit it via our contact form.

I hereby inform you of my decision to withdraw from the contract for the following product(s):

• Name: __________________
• Email address: __________________
• Order number: __________________
• Product(s): __________________
• Reason for return, optional: __________________

WHAT HAPPENS AFTER YOUR WITHDRAWAL?

• We will send you return instructions and the current return address;
• You must return the products no later than 14 days after your declaration of withdrawal;
• The direct costs of return are at your expense;
• Returns are processed by our central return center located in Zhejiang Province, China;
• We recommend using a shipping method with tracking;
• Keep proof of shipment until your return is fully processed.

Do not return your order to the address on the original package. This address does not necessarily correspond to our return address.

REFUND

In the event of a valid withdrawal, we will refund all payments received, including the costs corresponding to our least expensive standard delivery method.

Additional costs resulting from choosing a more expensive delivery method will not be refunded.

The refund will be made no later than 14 days from the date on which we were informed of your decision to withdraw.

We may delay the refund until we have received the products or until you provide us with valid proof of their shipment, whichever comes first.

The refund will be made using the same payment method as that used for the initial order, unless otherwise expressly agreed.

PRODUCT DEPRECIATION

You can examine and try the product as you would in a physical store.

If the product has been handled or used beyond what is necessary to establish its nature, characteristics and proper functioning, you may be held responsible for the resulting depreciation.

EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The right of withdrawal may not apply to the following products, among others:

• Products manufactured to your personal specifications;
• Clearly personalized products;
• Sealed products which, for reasons of health protection or hygiene, cannot be returned after the seal has been opened;
• Other products subject to an exception provided for by applicable legislation.