Refund policy

At Velora Vie, we take pride in the quality and craftsmanship of our jewelry. However, if for any reason you are not fully satisfied with your purchase, we offer a fair and secure return process, subject to the following terms and conditions:

1. Return Eligibility

Customers may request a return within 14 calendar days from the date of delivery, provided the following conditions are met:

  • The item must be unworn, unused, and returned in its original condition, including all packaging components.

  • The item must be sealed in its internal hygiene-protective packaging. Products that have been opened, worn, or show signs of use are not eligible for return under any circumstances.

  • All return requests must be approved in advance by our customer care team via email or through the official Return Portal.

2. Items Not Eligible for Return

The following items and circumstances are non-returnable:

  • Items marked as “Final Sale” at checkout, except in cases of product defect or shipping error.

  • Products that have been used, unsealed, or altered in any way after delivery.

  • Returns resulting from refused deliveries or incorrect shipping addresses provided by the customer.

3. Gifts and Complimentary Items

  • If your order included a gift item, you are not required to return the gift.

  • However, to complete a return, all original packaging materials must be returned in suitable condition to ensure the safe transportation of the item.

4. Return Process

To initiate a return:

  1. Please contact us at hello@veloravie.com or use our Return Portal in Your Account Center to request authorization.

  2. Once approved, we will issue a pre-paid return label (You Only Need To Print It). Return shipping is covered by Velora Vie, including international orders.

  3. Items must be packaged securely and dispatched promptly after approval.

  4. Upon receipt and inspection of the return, we will notify you of the decision.

5. Refunds and Store Credit

  • Approved refunds will be processed within a maximum of 20 business days from the date we receive the returned item.

  • Refunds may be issued either:

    • To the original method of payment, or

    • As a store credit, based on the customer’s preference.

  • Please note: Refunds cannot be issued for items returned without prior approval.

6. Exchanges

We do not offer automated exchanges through the website at this time. However:

  • Customers may request an exchange by emailing hello@veloravie.com.

  • Alternatively, you may return the original item and place a new order independently.

7. Damaged, Incorrect, or Lost Items

  • If your item arrives damaged, please notify us within 3 days of delivery and provide photographic evidence.

  • If you receive an incorrect item, Velora Vie will cover both the return and replacement shipping costs.

  • In cases of lost shipments, we offer either a full refund or a replacement shipment at no additional cost.

8. Notifications

Customers will receive email notifications at each stage of the return process, including:

  • Return request approval

  • Receipt of returned item

  • Refund or exchange confirmation

  • Return rejection (with explanation, if applicable)

If you require further assistance, please contact our customer service team at hello@veloravie.com.