Refunds & Exchange Policy

Returns, Refunds & Cancellation

Last updated: March 2026

We want you to love your Velro jewellery. Please read these guidelines before requesting a cancellation, return or refund.

1. Order cancellations

You may request cancellation before the order is shipped by emailing info.velrojewels@gmail.com with your order number. Once shipped, the order cannot be cancelled and must follow the return process if eligible.

2. Damaged, defective or incorrect items

Order number
Clear photos of the product
Photos of the packaging / invoice if available
A short description of the issue

After verification, we will arrange a replacement or refund as appropriate.

3. Exchange / return of unused items

Unused, unworn jewellery in original sealed packaging may be eligible for exchange or store credit where stock allows. Items must not show signs of wear, perfume residue, bent components or missing parts.

4. Non-returnable items

Pierced earrings that have been opened or worn (hygiene)
Customised or made-to-order pieces
Items without original tags, pouches or packaging
Sale / clearance items unless faulty (as stated at purchase)

5. Refunds

Approved prepaid refunds are processed to the original payment method after we receive and inspect the return. Banking timelines may vary. COD refunds, where applicable, may be issued via bank transfer or store credit as communicated by our team.

6. How to start a request

Email info.velrojewels@gmail.com — do not ship products back without written confirmation from our support team.