Return & Refund Policy
Last updated: April 2026
Our Return Promise
We want you to love your Velara jewellery. If you are not completely satisfied, we offer a straightforward returns process in line with UK consumer rights law.
Return Window
You may return eligible items within 14 calendar days of receiving your order. Returns requested after this period will not be accepted.
Return Eligibility
To be eligible for a return, your item must meet the following conditions:
• The item must be in its original, unworn condition
• The original tags must still be attached to the product
• Slightly used products with tags still attached are accepted on a case-by-case basis
Items that cannot be returned:
• Items without original tags attached
• Items that have been visibly worn or damaged
• Items returned after the 14-day return window
How to Return an Item
To initiate a return, please follow these steps:
• Contact us at support@velara.uk within 14 days of receiving your order
• Include your order number and reason for return
• We will provide you with return instructions and address
• Pack the item securely to avoid damage during transit
Return Shipping Costs
The cost of return shipping is the responsibility of the customer unless the item was received faulty, damaged, or incorrect. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
Refunds
Once we receive and inspect your returned item, we will notify you by email. If the return is approved, your refund will be processed to your original payment method within 5–10 business days. Please note that original shipping costs are non-refundable.
Faulty or Incorrect Items
If you received a faulty, damaged, or incorrect item, please contact us immediately at support@velara.uk with photos of the issue. We will arrange a replacement or full refund at no cost to you.