Refund policy

Returns & Refund Policy

At Velé Jewellery, your satisfaction is important to us. If you are not completely happy with your purchase, we are here to help.

Returns

We accept return and refund requests within 30 days of delivery.

To be eligible, your item must be:

  • Unused and in its original condition.
  • In its original packaging.
  • Accompanied by proof of purchase.

For hygiene reasons, earrings cannot be returned unless they arrive damaged, defective, or incorrect.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

  • Your order number.
  • Clear photos or videos of the item.
  • Photos of the packaging and shipping label.

Once your claim has been reviewed and approved, we will offer either:

  • A replacement, or
  • A full refund.

Lost or Undelivered Orders

If your order has not arrived within the estimated delivery timeframe, please contact us.

We will investigate the shipment with our fulfilment partner. If the parcel is confirmed as lost or cannot be delivered, we will arrange a replacement or issue a refund where appropriate.

Order Cancellations

Orders may be cancelled only before they have entered processing.

Once an order has been processed or shipped, it can no longer be cancelled.

Refunds

Once your refund has been approved, it will be processed to your original payment method.

Please allow 5 to 10 business days for your bank or payment provider to complete the refund.

Shipping charges are non-refundable unless the return is due to our error or a damaged or defective product.

Non-Returnable Items

The following items cannot be returned:

  • Earrings for hygiene reasons unless faulty.
  • Items showing signs of wear or damage caused after delivery.
  • Gift cards.
  • Final sale or clearance items.

Contact Us

If you have any questions about your order or would like to request a return or refund, please contact us through our Contact Us page or email our customer support team.

We are committed to providing a smooth and enjoyable shopping experience and will always do our best to resolve any issues fairly.