Returns and Exchanges


Returns at our convenience

We inspect all products with the utmost care before shipping, but if you receive a defective product or a product that is different from the order, please contact the VELO Online Store by email within 7 business days of receiving the product. Please have the delivery note ready when you do so.
We will only accept returns if the product is unused and has tags, boxes, bags, etc. If there is a defect in the product, we will cover the shipping costs associated with the return. Please contact us by email and return the product to the address below, along with the delivery note, cash on delivery.

Returns due to customer's convenience

If you return an item due to personal reasons such as incorrect judgment or the product being different from what you expected, you will be responsible for the shipping fee and return handling fee (500 yen per item). Please return the item to the address below, prepaid.
Once we receive the product, we will check it and process the return, and the amount charged will be changed to the return handling fee (500 yen per item). If you return the product by cash on delivery, please note that we will also charge you the actual shipping cost when we issue a refund.

We cannot accept returns without prior notification.


In addition, we cannot accept returns or exchanges in the following cases:

  • Products that have been delivered more than 31 days ago
  • Products with missing or damaged product tags or packaging
  • Products that have been used once
  • Products that are transferred from the address specified at the time of ordering to an overseas address or moved domestically or internationally, such as through the use of a forwarding service
  • The shipping box is damaged, but the product inside is in good condition.
  • If there is no prior notice


Return and Refund Procedure:

  1. Please contact our customer service team at hi@veloluggage.jp.
  2. Our customer service team will respond to your email within 1-2 business days.
  3. Once your return request has been approved, please return the item(s) in their original packaging (including any accessories, manuals and documentation) to the specified address within 7 business days.
  4. After returning the product, please contact us by email at hi@veloluggage.jp.
  5. Once the product arrives at our company, our staff will inspect it within 7 business days.
  6. Once the item has been inspected at our warehouse and found to be in good condition, we will process your refund within 5 business days.
  7. Once your refund has been processed, you will receive an email with the progress of your refund within one business day.

Refund Processing Time:

  • Our warehouse will inspect your returned items within 7 business days of receiving them. Once we have inspected them, we will process your refund within 5 business days. The actual time it takes to receive your refund will vary depending on your bank's processing time, but we expect it to take approximately 7 business days.

Replacement Steps:

  1. Please contact our customer service team at hi@veloluggage.jp.
  2. Our customer service team will respond to your email within one business day.
  3. Once your exchange request has been approved, please return the item(s) in their original packaging (including any accessories, manuals and documentation) to the specified address within 7 business days.
  4. After returning the product, please contact us by email at hi@veloluggage.jp.
  5. Once the product arrives at our company, our staff will inspect it within 7 business days.
  6. Once the item has been inspected at our warehouse and found to be in good condition, we will ship a replacement item within 1 business day.
  7. Once shipped, you will be emailed a tracking number within 1 business day.

Exchange Processing Time:

  • Our warehouse will inspect your returned item within 7 business days of receiving it. Once we receive it, we will process your exchange within 1 business day. Your exchange item should arrive within 3-5 business days.
Contact Us: If you have any further questions, please contact us by email at hi@veloluggage.jp.