Refund policy

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Refund policy

Last updated: 20 December 2025

At Velour Jewels, every piece is created with intention, precision, and care. Because the majority of our jewellery is made to order or crafted to your personal specifications, we ask that you read this policy in full before placing your order.

 

 

Made-to-Order & Custom Pieces

The nature of fine, made-to-order jewellery means that each piece is created uniquely for you. For this reason, custom and made-to-order items are final sale and are not eligible for return or refund, except in the circumstances outlined below.

This includes, but is not limited to:

  • Pieces made to a specific ring size

  • Engraved or personalised items

  • Bespoke or custom-designed jewellery

  • Any item produced to your confirmed specifications

This policy is in accordance with EU Consumer Rights Directive 2011/83/EU, which provides an exemption from the standard 14-day right of withdrawal for goods made to the consumer's specifications or clearly personalised.

 

 

Faulty, Damaged, or Incorrect Items

Your satisfaction is important to us. If your order arrives:

  • Faulty or defective

  • Damaged in transit

  • Incorrect (not matching your confirmed order)

Please contact us within 48 hours of delivery at info@velourjewels.com with:

  • Your order number

  • A clear description of the issue

  • Photographs clearly showing the fault or damage

Once reviewed, we will offer one of the following resolutions at our discretion:

  • Repair of the item

  • Replacement of the item

  • A full or partial refund to your original payment method

We reserve the right to assess each case individually and request additional information where necessary.

 

 

Non-Custom Items (Where Applicable)

In the rare instance that an item is not custom-made and is eligible for return:

  • You must notify us within 14 days of delivery

  • The item must be unworn, unused, and returned in its original packaging

  • Return shipping costs are the responsibility of the customer

  • We strongly recommend using a tracked and insured service, as we cannot accept liability for items lost or damaged in return transit

Upon receipt and inspection, approved refunds will be issued to the original payment method within 5–10 business days. Original shipping fees are non-refundable.

 

 

Exchanges

We do not offer direct exchanges. Where a return is approved, the item must be returned and refunded before a new order is placed.

 

 

A Note on Bespoke Orders

We encourage all customers to communicate openly with us before and during the order process. If you have questions about sizing, materials, or design, please reach out before placing your order — we are always happy to help ensure your piece is exactly right.