Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Hello@velarnoJewelry.com. Please note the return adress will be sent to you. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Hello@velarnoJewelry.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Hello@velarnoJewelry.com.

Overview

At Velarno, we want every customer to be satisfied with their purchase. If there is an issue with your order, we are here to help and will review all requests fairly in accordance with this Refund Policy.

Order Processing

All orders are processed within 1–3 business days. Once an order has been processed, it cannot be changed or canceled as it is already being prepared for shipment with our fulfillment partners.

Shipping Times

As we work with international suppliers, delivery times may vary depending on destination and carrier conditions.

Estimated delivery time is 7–20 business days. In some cases, delivery may take longer due to customs delays or shipping carrier issues.

By placing an order, you acknowledge and accept these delivery times.

Refund Eligibility

Refunds may be approved under the following conditions:

  • Item arrives damaged or defective
  • Incorrect item received
  • Order is confirmed lost in transit by the shipping carrier

To request a refund, customers must contact us within 30 days of delivery and provide:

  • Order number
  • Clear photo or video evidence of the issue

Non-Refundable Situations

Refunds are not available in the following cases:

  • Change of mind after purchase
  • Incorrect shipping information provided by the customer
  • Delays caused by customs or shipping carriers
  • Minor packaging damage that does not affect the product itself
  • Customer expectations not aligning with clearly stated shipping times

Late or Missing Refunds

If a refund is approved, processing time may vary depending on your payment provider. If you have not received your refund within 7–10 business days, please contact us.

Contact

If you have any questions regarding refunds, please contact us at:
Hello@VelarnoJewelry.com