Shipping & Returns
Shipping & Returns
We want every Veloura piece to arrive perfectly and delight you. Here is everything you need to know.
Getting your order
Shipping information
What to expect
Order confirmed
An order confirmation email is sent immediately. Keep it for your records — it contains your order number for any future enquiries.
Order processed — 1 to 3 business days
Our team carefully picks, quality-checks, and packages your jewellery before handing it to our carrier.
Dispatched — tracking email sent
You receive an email with your tracking number the moment your order ships. Use it to follow your parcel in real time.
Delivered — 5 to 8 business days from dispatch
Your order arrives at your door. If there is any delivery issue, contact us within 48 hours and we will resolve it immediately.
Peace of mind
Returns & refunds
We stand behind every piece we sell. If you are not completely satisfied, we will make it right — no hassle, no drama. You have 30 full days from delivery to request a return.
We accept returns for
- Items arrived damaged or defective
- Items that don't match what was pictured
- Wrong item received
- Unused items in original packaging
- Change of mind within 30 days
We cannot accept returns for
- Items returned after 30 days from delivery
- Items showing signs of wear or customer damage
- Items missing original packaging or tags
- Personalised or custom-engraved items
How to return your order
Email us within 30 days
Send an email to support@veloura.com with your order number, the item you'd like to return, and your reason. We respond within 24 hours.
Receive your return instructions
We'll send you a return authorisation and full instructions. Please do not send items back without contacting us first.
Ship the item back
Pack securely in original packaging and ship using a tracked service. Keep your tracking number until your refund has been confirmed.
Refund issued within 3 to 5 business days
Once we receive and inspect your return, a full refund is issued to your original payment method. You'll receive a confirmation email when it's done.
Our promise
The Veloura guarantee
We are so confident in the quality of every piece that every order comes backed by our complete satisfaction promise. If something is not right, we will fix it — full stop.
Common questions
Frequently asked
Can I change or cancel my order after placing it?
Orders can be changed or cancelled within 12 hours of being placed. After that, your order will have entered processing. Email us at support@veloura.com as soon as possible and we will do everything we can.
My tracking has not updated in several days. What should I do?
Tracking updates can be delayed by 24–48 hours, especially over weekends. If there has been no movement for more than 5 business days, email us and we will investigate and resolve it for you straight away.
Do I have to pay for return shipping?
If your item is defective, damaged, or not as described, we cover return shipping entirely. For change-of-mind returns, the customer is responsible for the cost of sending the item back.
How long does it take to receive my refund?
Once we receive and inspect your return, refunds are processed within 3–5 business days to your original payment method. Your bank may then take an additional 2–3 days to reflect the amount in your account.
Can I exchange an item instead of returning it?
Absolutely. If you would like a different colour, size, or style, just mention it in your return request and we will arrange an exchange wherever possible.
My order says delivered but I have not received it. What do I do?
First check with neighbours and any safe spots around your property. If you still cannot locate it, email us within 48 hours of the delivery notification and we will work with the carrier to resolve it for you.
Still have questions?
Our team responds to all enquiries within 24 hours.