Welcome to our FAQ section, where we address your most common inquiries about our exquisite jewelry collections and seamless shopping experience. At Veloura, we believe in transparent communication that matches the clarity of our finest diamonds.

Our Products

What types of jewelry does Veloura offer?
We curate four distinct collections of fine jewelry: Bracelets, Earrings, Necklaces, and Rings. Each piece is crafted with the same attention to detail that has become our Nashville workshop’s signature.
How do I care for my Veloura jewelry?
Our pieces are designed for enduring beauty. We recommend storing them in our signature velvet presentation boxes when not worn, avoiding contact with harsh chemicals, and gently cleaning with a soft jewelry cloth. Specific care instructions accompany each purchase.
Are your diamonds conflict-free?
Absolutely. We source all gemstones and metals through ethical channels that meet the highest industry standards for responsible sourcing.

Ordering & Account

How do I create an account?
During checkout, you’ll have the option to create an account for faster future purchases and order tracking. Simply provide your email address and create a password.
Can I modify or cancel my order after placement?
Due to our rapid 1-2 day processing time, order modifications must be requested immediately by emailing [email protected]. We’ll make every effort to accommodate your request if your order hasn’t entered production.
How do I reset my password?
Click “Forgot Password” on the login page and enter your registered email address. You’ll receive instructions for creating a new password.

Shipping & Delivery

What shipping options are available?
We offer two premium services:
– Express Shipping ($12.95): 10-15 business days via DHL/FedEx with full tracking
– Complimentary Standard Shipping: 15-25 business days via EMS (free for orders over $50)
Do you ship internationally?
Yes, we proudly offer seamless global delivery, excluding select remote areas in Asia. Please note that customs duties may apply depending on your country’s regulations.
How can I track my order?
Tracking information will be sent to your email once your order ships. For Express Shipping, you’ll receive detailed updates; Standard Shipping includes basic tracking.
What if I’m not home for delivery?
All deliveries over $200 require signature confirmation. Carriers will typically attempt delivery 2-3 times or leave a notice with pickup instructions.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the delivery date for items that don’t spark joy. Items must be unused, in original packaging with all tags attached.
How do I initiate a return?
Email [email protected] with your order number and reason for return. We’ll provide return instructions and a prepaid label when applicable.
When will I receive my refund?
Refunds are processed within 5 business days of receiving your return. The credit typically appears in your account within 7-10 business days, depending on your financial institution.
Do you offer exchanges?
Currently, we process returns and new purchases separately to ensure you receive the perfect item as quickly as possible.

Payment & Security

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Is my payment information secure?
Absolutely. We use industry-standard encryption and never store your full payment details on our servers.
Why was my payment declined?
This is typically due to bank security measures. Please verify your billing information matches your bank records exactly, and contact your financial institution if issues persist.

Additional Services

Do you offer gift wrapping?
Every Veloura order arrives in our elegant signature packaging, perfect for gifting. For special occasions, consider adding a handwritten note during checkout.
What is your carbon-neutral shipping option?
At checkout, you may elect to offset your shipment’s carbon footprint through our partnership with sustainability initiatives. This optional contribution supports environmental projects worldwide.
Can I request custom jewelry designs?
While we don’t currently offer bespoke services through our online shop, our Nashville artisans occasionally create limited custom pieces. Contact our customer care team to discuss possibilities.

For questions not covered here, our customer care team at [email protected] is always delighted to assist. We’re committed to making your Veloura experience as radiant as our jewelry.

With sparkling regards,
The Veloura Team