We want you to love your Velenci frames. If you’re not completely satisfied, we accept returns under the following conditions:

STANDARD ORDERS: Within 14 days of delivery for a full refund.

1. Start Your Return:
Log in using the email you used for your order, or email us at care@velenci.com with your order number and reason for return. If eligible, we’ll send you a prepaid return shipping label.

2. Pack Your Frames:
Place your frames in the original packaging along with all included accessories. Secure everything neatly and attach the return label.

3. Ship It Back:
Drop off your package at the nearest carrier location. Once we receive and inspect your return, your refund will be processed.

Refunds are issued to the original payment method within 5–7 business days after we receive and inspect your return.​

If your purchase was made using a gift card, your refund will be issued as store credit for future purchases. Please note that gift cards are non-refundable and cannot be exchanged for cash.​

At Velenci, our In-Home Try-On program is designed to help you confidently experience our frames before making a final decision.

• In-Home Try-On orders are intended for temporary at-home evaluation purposes only.
• Customers are provided a 5-day trial period beginning once the package is marked as delivered.
• All frames must be shipped back on or before the 5th day of the trial period using the prepaid return label provided by Velenci.
• If all items are returned within the required timeframe and in their original condition, you will not be charged.
• In-Home Try-On orders are not eligible for traditional refunds, exchanges, or store credit.
• A valid payment method is required to secure all try-on orders.
• Customers may be charged for frames that are not returned within the required timeframe.
• Customers may also be charged for frames returned damaged beyond normal try-on wear.
• Frames must be returned in their original packaging and condition.
• Shipping timelines may vary depending on location and carrier delays.

If you have any questions regarding the In-Home Try-On program, please refer to our FAQ page or contact us at care@velenci.com.

If you’d like to exchange your frames for a different pair, please follow the return process and place a new order for the desired product.

If your order arrives damaged or defective, contact us at care@velenci.com or call us at 646-450-0534 within 7 days of delivery.

We’ll arrange a replacement or full refund, including any shipping costs.

For any questions or assistance, reach out to our Customer Service team:

Email:⠀care@velenci.com⠀⠀

Phone:⠀+1-646-450-0534