Returns & Refunds Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at support@vellorstore.com Returns should be sent to the following address:

support@vellorstore.com

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.

If your return is accepted, we will provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

You can always contact us with any return-related questions at support@vellorstore.com

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will assess the issue and make it right as quickly as possible.

Non-Returnable Items

Certain types of items cannot be returned, including custom or personalised products, gift cards, and items that have been worn or used.

For hygiene reasons, earrings cannot be returned once worn.

Please contact us if you have any questions regarding the eligibility of your item for return.

Exchanges

The fastest way to ensure you receive the item you want is to return the original item and place a new order once the return has been approved.

European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.

To be eligible, the item must be in the same condition in which it was received, unworn or unused, with tags, and in its original packaging. Proof of purchase is also required.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or card issuer to process the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@vellorstore.com.

Lifetime Warranty

We believe jewellery should be made to last. That’s why every piece is backed by our Lifetime Warranty.

If your jewellery experiences a manufacturing defect during normal use, please contact us with your order number and photos of the item. Once your claim is approved, we will provide a free replacement.

Our Lifetime Warranty covers manufacturing defects but does not cover lost items, accidental damage, misuse, improper care, normal wear and tear, scratches, dents, broken chains caused by force, or damage caused by third parties.

We reserve the right to determine whether a claim qualifies under this warranty.

To make a warranty claim, please contact us at support@vellorstore.com