Refund policy

Return and Refund Policy

You have 30 days from the date of delivery to change your mind.

What can be returned

Pieces that are unworn and in their original VELENTIA packaging, with all tags and the chain extender intact, may be returned within 30 days of delivery. For hygiene reasons earrings are final sale and cannot be returned unless they arrive faulty or damaged. Personalised or engraved pieces are also excluded unless they arrive faulty.

How to start a return

Email support@velentiashop.com with your order number and a short note about what you would like to send back. We reply within 1 business day with the return address and instructions. Please do not post anything back to us before you have heard from us, as returns sent without instructions can be delayed or lost in transit.

Return shipping

If you have simply changed your mind, return postage is paid by you and we recommend a tracked service. If we sent the wrong piece, or a piece arrived faulty or damaged, we cover the cost of return shipping and send a replacement at our expense. Please include a photograph in your first email so that we can resolve it in one exchange rather than several.

Refunds

Once your parcel reaches us we inspect it within 2 business days and issue the refund to your original payment method. Banks typically display the refund within 5 to 10 business days, which is outside our control. Original shipping charges are refunded only where the return is the result of our error.

Exchanges

The fastest way to exchange a piece is to return it for a refund and place a new order at the same time. This way your new piece is not held up while the returned one travels back to us.

Faulty pieces

Every piece is checked before it is packed. If something breaks in the course of normal wear within 30 days of delivery, send us a photograph and we will replace the piece or refund you in full. This does not affect any rights you have under applicable consumer law.

Cancellations

If you need to cancel an order, email us within 24 hours of placing it. We will cancel and refund in full provided the order has not yet been dispatched. After dispatch, the 30-day return applies instead.

Questions

Email support@velentiashop.com. A person reads every message.