At Veloura Shop, we craft each jewelry piece with meticulous attention to detail, just as we approach your satisfaction. If for any reason your purchase doesn’t meet your expectations, our returns and exchanges policy is designed with the same care we devote to our collections.
Eligibility for Returns & Exchanges
We gladly accept returns and exchanges within 15 days of receiving your order, provided that:
- The item is in its original condition, unworn, and with all tags attached
- The original packaging is intact, including our signature velvet pouch
- A valid proof of purchase is provided
Please note: For hygiene reasons, earrings cannot be returned or exchanged unless they arrive damaged or defective. This policy helps us maintain the highest standards for all our customers.
Return & Exchange Process
- Initiate Your Request: Email us at [email protected] within 15 days of receiving your order with:
- Your order number
- The item(s) you wish to return/exchange
- Reason for return/exchange
- Whether you prefer a refund or exchange
- Receive Authorization: Our customer care team will respond within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number.
- Ship Your Return: Package the item securely in its original packaging and include the RMA number visible on the outside of the package. Ship to: Veloura Shop Returns
4607 Artelia Dr
Nashville, TN 37013
USA - Processing: Once received, our quality team will inspect the item within 3-5 business days.
- Resolution: You’ll receive email notification of your refund processing or shipment of your exchange item.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error (wrong or defective item). We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Refund Information
Refunds will be processed within 7-10 business days after we receive and inspect your return. Your refund will be issued to your original payment method:
- Credit card payments (Visa, MasterCard, JCB): 3-5 business days after processing, depending on your card issuer
- PayPal payments: Typically appears within 24 hours
Original shipping fees are non-refundable, except in cases of our error.
Exchange Information
For exchanges:
- We’ll ship your new item once the return is received and approved
- Price differences will be charged/refunded accordingly
- Exchanges are subject to product availability
Damaged or Defective Items
If your jewelry arrives damaged or defective, please contact us immediately at [email protected] with photos of the item and packaging. We’ll arrange for a prepaid return label and expedite your replacement.
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Veloura Customer Care,
I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Below are the details:
Item(s) for return/exchange: [Product Name, e.g., “Luna Silver Necklace”]
Reason: [Please specify]
Preferred resolution: [Refund/Exchange for (specific item if exchanging)]
Please advise next steps at your earliest convenience.
Best regards,
[Your Full Name]
[Your Email Address]
[Your Contact Number]
For any questions about our returns policy, please don’t hesitate to contact our customer care team at [email protected]. We’re committed to ensuring your Veloura experience sparkles from purchase to aftercare.