Frequently Asked Questions

Velur is a high-end engagement ring brand from Germany that focuses on exceptional designs and uncompromising quality.

Each ring is crafted from solid gold and finished with the utmost care.

Our goal is to create engagement rings that are timeless, elegant, and of the highest quality—rings you’ll want to wear for a lifetime.

We believe that an engagement ring shouldn't just look good—it should be perfect.

In design, proportions, craftsmanship, and appeal.

If you have any questions about your order or need support, you can reach us by email at

hey@velur.de

For personalized advice before making a purchase, you can reach us directly via email or WhatsApp:

+49 176 26649209

Velur is currently an online-first business—there is no physical store with regular hours at this time.

Pickup is possible in individual cases by prior arrangement.

Our support team is available on weekdays until 8:00 p.m.

Outside of these hours, you can message us anytime—we'll respond the next business day.

Design, quality control, and shipping are all handled by Velur in Munich.

Production is handled by specialised partner workshops and goldsmiths with whom we have long-standing working relationships.

Every piece of jewellery is inspected before shipping.

We work with two main options: moissanite and lab-grown diamonds.

Both are durable, high-quality, and manufactured under controlled conditions—which ensures that their quality and appearance are very consistent.

Ultimately, the decision isn't so much a matter of "right or wrong" as it is a matter of style: lab-grown diamond if it's important to you that it's a diamond (chemically identical to a natural diamond); moissanite if you prefer a very intense, vibrant sparkle.

Yes. Lab-grown diamonds are real diamonds—they have the same chemical, physical, and optical properties as natural diamonds.

The difference lies solely in how they are formed: in a laboratory rather than deep within the Earth.

Yes—moissanite is a genuine, distinct gemstone, not an imitation. It was discovered in a meteorite crater in 1893 and is indistinguishable from a diamond to the naked eye. It actually sparkles more brightly and has a more vibrant colour. Every Velur stone comes with an official GRA certificate. Learn more →

Moissanite has greater brilliance (refractive index of 2.65 vs. 2.42), 2.4 times more fire, and, with a hardness of 9.25–9.5, is the second-hardest gemstone in the world. It is sustainably lab-grown—100% conflict-free and up to 78% less expensive. For a complete comparison →

Yes. Velur supplies the main stone with a certificate (depending on the stone, e.g., GRA/IGI).

The specific certification included is listed for each product.

Smaller accent stones are selected based on appropriate quality, but are not necessarily certified individually.

The IGI does not issue individual certificates for smaller diamonds (under 0.3 ct). However, these stones are carefully selected and meet the same quality standards as our certified diamonds.

Velur crafts rings from solid gold (10K, 14K, 18K) and 950 platinum.

Jewelry stays at its best when you treat it like a precision instrument: To clean it, warm water, mild soap, and a soft brush (such as a toothbrush) are usually sufficient. Then rinse it thoroughly and dry it with a soft cloth. Store jewelry separately to prevent scratches (especially rings and gemstones).If necessary: Have it professionally inspected and cleaned occasionally (especially for rings worn daily).

Yes. For jewelry made of solid gold and platinum that has been delivered to the EU, the United Kingdom, or Switzerland, we offer a voluntary, lifetime warranty against verifiable manufacturing defects in materials, workmanship, and settings. It applies only to the original purchaser (with proof of purchase) and expires upon resale; if the item was a gift, the original purchaser must report the issue. Normal wear and tear, damage caused by impact, deformation, improper use, third-party repairs, or loss are excluded. Your statutory warranty rights remain unaffected. If you notice anything unusual, please send us photos, your order number, and a brief description. We will review the case fairly and transparently. Learn more about the warranty

A ring size chart helps you compare the right ring sizes. The design try-on complements this step: It shows the shape and proportions of a specific ring and lets you briefly check how it fits. Each serves a different purpose.

When trying on rings in the store, you can optionally add a ring sizer set for €5. Measure at different times of day and take the variation into account. You can find additional measuring methods and tips in the ring size guide. If you're unsure, we'll be happy to assist you personally.

Our rings are designed for everyday wear, but should be handled with care.

We recommend removing the ring during sports, manual labor, while sleeping, or when coming into contact with chemicals. This will help keep the setting, stone, and surface in good condition over the long term.

If you're unsure or notice any changes, please feel free to contact us—we'll inspect the piece of jewellery if necessary.

If a stone becomes loose, we will examine the ring with particular leniency, regardless of the age of the piece. If there is no visible external damage, deformation, third-party alterations, or improper use, we will first determine whether there is a setting defect; if so, we will re-set the stone free of charge or replace it with one of equal value. If the cause is unclear, we will inspect the item free of charge to determine whether there is a defect in the material, workmanship, or setting. In cases of external damage, deformation, or improper use, we often treat the loss of a stone as a repair case, unless a manufacturing defect is clearly evident. Statutory warranty rights remain unaffected. Learn more about the warranty

If your Klee jewelry is damaged after purchase, we offer a professional repair service. If it has a defect, you may choose between repair and replacement under the statutory warranty.

950 platinum is a high-quality platinum alloy with a purity of 95% pure platinum.

Platinum is exceptionally durable, retains its shape well, and is colour-stable. It does not change colour and is ideal for jewellery that is worn on a daily basis.

Yes. At Velur, you can compare select in-store models at home using 3D try-on rings made of synthetic resin. This lets you see the shape and proportions on your hand and quickly check the fit. You can find the available models on our try-on page.

You can select up to three free trial rings. Shipping costs a total of €4.90. If you are entitled to a statutory right of withdrawal and exercise it within the specified time frame, we will refund the €4.90; if you do not exercise this right, we will not refund the shipping costs. You can optionally add a ring size set for €5. These terms apply to the in-store try-on; for a custom ring, we’ll coordinate shipping and appointments with you personally.

Yes, provided the desired combination is available for the specific model during the fitting. You can spread your selection across different ring sizes or carat weights. If possible, compare the same design when you want to assess the effect of two different stone sizes. A synthetic resin model replicates the shape of the stone, not its actual carat weight or sparkle.

The model shows the shape, proportions, and fit. For example, you can examine the size of the ring head, the height of the setting, and the width of the band. However, it does not allow you to assess the sparkle, weight, or final finish of the finished piece of jewelry. The synthetic resin model is intended for a brief try-on, not for long-term wear.

No. You don't need to return the rings you tried on in the store. Keep them if you need them as a reference for your future selections.

Click “Try for Free” and select up to three try-on rings from the available store models. You’ll see the current shipping and delivery details during the try-on process before placing your order. If you have a specific date in mind, please let us know in advance. For custom try-on models, we’ll coordinate the date and shipping with you personally.

Yes. For a custom ring, a fitting model is included after you place your order and we create the CAD design. You’ll review it before giving final approval for production and discuss any requested changes with us. Additional models are available upon request. We’ll coordinate deadlines and shipping details with you personally. Get started by submitting a custom request.

That depends on the product and the country of delivery.

Engagement rings are generally shipped free of charge and with insurance. You'll see the exact shipping costs (if any) clearly listed during checkout.

Your order will be shipped with tracking and will arrive in plain, discreet packaging.

Depending on the product category and destination country, shipments are handled by the appropriate shipping partners (e.g., UPS Express).

How We Ship Worldwide.

Pickup is only possible by prior arrangement.

Once a UPS shipment is in transit, the delivery address can no longer be changed.

If a change of address is necessary, UPS will first return the package to us. We will then arrange for it to be reshipped to the new address.

You can view the delivery timeframe before placing your order on the product page, in your shopping cart, and at checkout, and afterward in your customer account.

If we anticipate that we will not be able to meet this deadline, we will notify you immediately.

Do you need the ring for your proposal? If so, subject to availability and upon individual arrangement, we’ll provide you with a replacement ring free of charge. You can then send it back to us. As soon as we receive the replacement ring, we’ll ship the ring you ordered.

Your legal rights in the event of a delivery delay remain in effect.

Yes—depending on the product, the following rules apply:

Ready-to-Ship and Standard Jewelry All ready-to-ship jewelry items, including in-stock engagement rings, can be returned within 30 days for a refund—no reason required. Exceptions are the Liora Duo and Liora Trio, since you choose the stone combination yourself.

Made-to-Order Rings: For standard engagement rings, a one-time, free model change is possible within 30 days of receipt—that is, switching to a different ring model with the same undamaged center stone, provided we offer the new model in the appropriate shape and size. If the new model is more expensive, you pay the difference; if it’s less expensive, you’ll receive the difference as credit in your customer account. Instead of changing the model, you can return the ring within the same 30-day period: We will refund the price paid for the ring minus a recycling fee of €300 per ring, up to a maximum of 20% of the price paid for the ring. For natural diamonds that we source individually at your request, only a model change is possible. Excluded are engagement rings with hidden birthstones, wedding bands, memory rings, eternity rings, and rings that have been subsequently modified or resized; an engraving does not preclude a return or model exchange. For orders of three or more engagement rings, this voluntary service does not apply to any of the engagement rings, including those in stock; we count orders placed within 30 days together. Your statutory rights regarding defects remain unaffected.

Custom-Made Items and Special Requests: Custom-made items are not eligible for return, as they are produced exclusively for you.

Notify us of the return or exchange within 30 calendar days of receipt, and hand the package over to the shipping carrier within 7 days after we’ve sent you the confirmation or return label. The item must be unworn and undamaged. For our insured return label, we’ll deduct €9 per package from your refund; you can also return the item with your own insurance. For model exchanges, our return label is free in Germany and Austria. If you have a statutory right of withdrawal, it remains unaffected; the items covered by this right and the applicable terms are listed in the withdrawal policy. You can find all the details on the Returns page.

Yes. Our goldsmiths professionally inspect and repair solid gold rings, settings, and loose stones. If the issue is not covered by a warranty or statutory guarantee, you’ll receive a transparent cost estimate in advance. Depending on the case, the process usually takes 3–5 weeks.

Resizing is only possible for rings made of solid gold or platinum. Free resizing within 180 days of delivery. Most rings can be resized by 1–2 sizes. Rings made of silver or gold vermeil cannot be resized.

Simply send us an email with your order number and the new ring size you'd like to hey@velur.de.

Within 180 days of receipt, our experienced goldsmiths will professionally resize the ring for you.

You can find more information here

View the Return & Size Exchange Policy

If your situation changes after your purchase, please contact our customer service department.

Together, we'll determine which solution makes the most sense for you—for example, a return, an exchange, or a resizing. Custom-made or already resized rings are subject to the respective terms and conditions.

The only important thing is: Please contact us early so that we can clearly explain your options to you.

If, under normal use, anything comes loose, breaks, or a defect occurs,

This will be handled as a warranty claim—not as a return. In such cases, we offer a professional repair or a replacement. Within the statutory warranty period, you may choose between repair and replacement.

We accept all major payment methods, including PayPal, credit card, Apple Pay, bank transfer, and Klarna (invoice and instalment payments).

For custom orders of €1,000 or more, you can also split the payment: half today, and the rest when your piece of jewelry is ready. Learn more →

The available payment methods are displayed directly at checkout, depending on the country of delivery.

Cash on delivery is available upon request. Please contact our customer service team in advance.

Yes, for custom orders of €1,000 or more. Select “Split Payment” at checkout: Pay half today, and the rest once your piece of jewelry is ready.

You'll then receive a payment link via email and have 14 days to pay. We'll ship your order as soon as payment is received.

Payment can be made by credit card, PayPal, Apple Pay, or directly via bank transfer. Rings that are in stock are excluded.

We offer PayPal Invoice and Klarna.

The payment methods available in each specific case are displayed directly at checkout, depending on the country of delivery.

If Klarna/PayPal installment payments are available, select this option at checkout.

Klarna clearly displays the payment terms, installments, and any applicable fees there. The installment payment agreement is processed through Klarna/PayPal.

Alternatively, for custom orders of €1,000 or more, you can split the payment: half today, and the rest when your piece of jewelry is ready. Learn more →

Yes. You can download invoices at any time from your customer account: Customer Account

There you'll find your orders, including the PDF invoice.

We'd be happy to advise you personally via WhatsApp or by phone at

+49 176 26649209.

Whether it's about the design, ring size, choice of stone, or delivery—we'll take the time to answer your questions and provide you with honest advice.