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 presence.

If you have any questions about your order or need support, you can reach us by email at
or hey@velur.de

For personalised advice before making a purchase, you can contact us directly via email or WhatsApp:
+49 176 26649209

Velur is currently an online-only store—there is no physical store with regular hours at this time.
In-store pickup is available in some cases by prior arrangement.

Our support team is available on weekdays until 8:00 p.m.
Outside of these hours, you can contact us at any time—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 offer two main options: moissanite and lab-grown diamonds.
Both are durable, high-quality, and created 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: Choose a lab-grown diamond if it’s important to you that it’s a diamond (chemically identical to a natural diamond). Choose 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 only difference is how they’re formed: in a lab instead of 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. At Velur, the centre stone comes with a certificate (depending on the stone, e.g., GRA/IGI).
The specific certification included is listed with each product.
Smaller accent stones are selected to match the quality of the centre stone but are not necessarily certified individually.

Für kleinere Diamantgrößen (<0,3ct.) erstellt das IGI keine Einzelzertifikate. Diese Steine werden dennoch sorgfältig ausgewählt und entsprechen derselben Qualitätsstufe wie unsere zertifizierten Diamanten.

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

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

Yes. Velur offers a lifetime warranty against verifiable defects in materials and workmanship. Normal wear and tear, damage caused by impact, deformation, improper use, third-party repairs, or loss are excluded from this warranty. If you notice any issues, please send us photos, your order number, and a brief description. We will review your case fairly and transparently.

There are several ways to determine your ring size.

The most reliable method is to use a ring sizer, which allows you to determine the size discreetly and precisely. You can find a suitable ring sizer here:
Ring sizer by Velur

Alternatively, a ring that fits well can serve as a reference, or you can have your size measured at a jeweller's.
If the size still doesn't fit exactly, it can be adjusted later.

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 shortly after receipt, we will examine the ring with particular leniency. Within the first 30 days, we generally repair any issues with the setting free of charge, provided there is no visible external damage. Between 31 days and 12 months, we will determine whether there is a material or workmanship defect. After 12 months, we generally treat a lost stone as a repair case, unless a manufacturing defect is clearly evident.

If your Clover jewellery is damaged or defective after purchase, we offer a professional repair service.

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.

That depends on the product and the destination country.
Engagement rings are generally shipped for free and with insurance. You'll see the exact shipping costs (if any) clearly listed at checkout.

Your order will be shipped with tracking and arrives in plain, discreet packaging.
Depending on the product category and destination country, shipping is 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.

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

Ready-to-Ship & Standard Jewellery All ready-to-ship jewellery items can be returned in full and free of charge within 30 days—no reason required.

Made-to-Order Rings: For standard, non-engraved engagement rings, we offer a one-time, free model change within 30 days of receipt. Standard configurator selections such as ring size, gold colour, gold purity, stone type, and carat weight are not considered customization. If you choose a more expensive model, you’ll pay the difference; if you choose a less expensive model, no refund will be issued. We do not offer voluntary refunds for made-to-order engagement rings. Engravings, custom-made items, and rings that have been subsequently altered or resized are excluded. Your statutory rights regarding defects remain unaffected.

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

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

Resizing is only possible for solid gold rings. 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.

For more information, visit
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, something comes loose, breaks, or a defect occurs,
will treat this as a warranty claim—not as a return. In such cases, we will first offer a professional repair or a replacement.

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

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.

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 instalment payments are available, select this option at checkout.
Klarna will clearly display the payment terms, instalments, and any applicable fees there. The instalment payment agreement is processed through Klarna/PayPal.

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.