Returns & refunds

All orders are non-refundable. Once a piece has been dispatched, the sale is final and we do not offer refunds, returns or exchanges.

The single exception is a defective product — see below.

If a piece arrives defective, damaged or faulty, we will put it right. Tell us within 14 days of delivery and we will repair the piece, replace it, or refund it in full.

Send your order number and clear photographs of the fault to info@velourajewelry.co and we will reply with the next step and the return address.

This exception covers faults in making and materials only. It does not cover general wear over time, accidental damage, or damage caused by perfume, water, chemicals or improper storage.

Change of mind, a change of sizing or length, and a personalised or made-to-order piece ordered to your specification are not grounds for a refund or exchange.

Do not send a piece back before you have written to us: we will confirm the return address and how the parcel should be sent. Return shipping for a confirmed defect is covered by Veloura.

Include the order number in the parcel so we can match it to your order. Refunds for confirmed defects are issued to the original payment method once the piece has been received and checked.