30 Day Change of Mind Policy
If for any reason you change your mind about your purchase, you may return it within 30 days of delivery for a full refund, subject to: 
  • meeting the requirements of the Refund Policy;
  • the goods being in “As New Condition”, including any tags still attached
  • the return is accompanied by proof of purchase;

Definition of 'As New Condition': The item must not have been worn and must be in pristine condition with no damage, scratches, or signs of wear (including any tags still attached). Determination of an item matching the definition of 'As New Condition' is at the sole discretion of Velara Jewellery.
Engraved, Personalised and Custom Items 
Personalised, engraved, and special orders (including items handmade to customer specifications, lockets with images, and items that have been resized to fit), are not eligible for the 30 Day Change of Mind Policy, this includes pieces of this nature on sale. 
Earrings
Due to strict hygiene reasons, earrings are not eligible for the 30 Day Change of Mind Policy. Please choose wisely when selecting your earrings pieces. 
 
Flash Sale and Markdowns
Unless faulty, both flash sale and final markdown items are treated as final and are not eligible for our 30 Day Change of Mind Policy.

What if my item is faulty?
All our items have a 3-month manufacturer warranty starting from the day your order is delivered. The warranty is valid against manufacturing defects. The warranty excludes coverage for wear and tear and/or physical or accidental abuse.   
We will accept returns and provide you with a refund (refund will be provided using original payment method) or repair where the goods are:

  • faulty or is not of acceptable quality, or
  • not fit for its intended purpose, or
  • do not match the sample or our description; and
You return it within three months of delivery and can present a receipt or other adequate proof of purchase.
Please note that Velara does not guarantee our demi-fine product (18k fine gold plated jewellery) or plated products will last forever. Plated pieces are, by default, more fragile and liable to lose their colour over time. The speed at which the plating fades will depend on multiple variables including chemical products used for skincare, perfumes, levels of perspiration or even your natural skin PH. For this reason, it is particularly important to take special care of your plated jewellery. Make sure to read the care instructions delivered with your purchase to ensure greater longevity and wearability of your product.
 
What if the item I received is not the one I ordered?
If you have received an item different to the one that you ordered, please  email wholesale@velarajewellery.com, and we will resolve the issue as quickly as possible.
 
Can I return Sale/Clearance items?

Sale items are not eligible for the 30 day Change of Mind Policy.
 
Can I return Engraved items? 
Any items that have been engraved are not eligible for the 30 day Change of Mind Policy. 
 
How do I return my purchase?
To process a return, head to our returns center and follow the prompts.
Items should be returned in their original packaging. Include a copy of your returns slip or order confirmation email in the package.

All shipping return charges must be pre-paid at your cost. We cannot accept cash on delivery returns. We require that returned items are insured during delivery to safeguard against loss. Velara will pay for any reasonable return shipping costs if the return is the result of our error or the item is received damaged or defective. Please return your order back to us in the original packaging it came in (or smaller), no oversized or large boxes will be accepted (as this increases shipping rates).
All returns must be inspected by our Quality Assurance team before a refund is processed. We refund you the same way that you initially paid for your order, excluding any delivery charges, within 15 business days of receiving your returned item.
When will I receive a refund?
We will process your refund within 15 business days of receiving the returned item at our warehouse. Your financial institution may take additional time to transfer funds back into your account.