Returns & Model Exchanges

Here you'll find the most important terms and conditions for returns, model exchanges, and size adjustments.

Create a Return Label Request a return Return form

Returns and Model Changes

Article	Regulation
Standard jewelry, such as Promise Rings, the Klee Collection, standard birthstone rings, and a single Liora bracelet	30-day return policy.
Liora Duo and Liora Trio	There is no voluntary 30-day return policy because you choose the stone combination yourself.
Engagement Rings	One-time free model exchange within 30 days of receipt for standard models. A model exchange means switching to a different ring model with the same center stone. This is possible if we offer the new model in a shape and size that fits the existing center stone and the stone is undamaged. If you choose a more expensive model, you pay the difference; if you choose a less expensive model, you will not receive a cash refund—instead, the difference will be credited to your customer account (no expiration date, non-transferable, cannot be combined with promotional codes). The comparison is based on the originally agreed-upon ring price after discount and the price of the new model. We offer a voluntary refund for made-to-order engagement rings within 30 days of receipt: We will refund the price paid for the ring minus a recycling fee of €300 per returned ring, up to a maximum of 20% of the price paid for the ring. For engagement rings featuring a natural diamond that we source individually at your request, only an exchange for a different model with the same stone is possible; voluntary refunds are not available. We treat engagement rings in stock the same as standard jewelry: 30-day returns for a refund with no recycling fee.
Engagement rings with hidden birthstones in the band	Excluded from the voluntary right of return and exchange.
Wedding Bands, Memoire Rings, and Eternity Rings	Excluded from the voluntary return and exchange policy because this is a custom-made item.
Custom-Made Products	Excluded from the voluntary return and exchange policy. Custom-made items are custom rings—that is, rings that cannot be ordered through the website’s regular channels and for which we create a separate product page.
Loose Diamonds (Natural Diamonds and Lab-Grown Diamonds)	There is no additional voluntary return policy; your statutory right of withdrawal applies: You may withdraw within 14 days of receipt, after which you have 14 days from the date of your withdrawal to ship the item back. If you withdraw, we will immediately send you a free, insured return label and ask you to ship the diamond back within 3 days. This request is not a deadline; the statutory period of 14 days from the date of your cancellation remains in effect. For deliveries to Switzerland, we grant this right of cancellation contractually under the same terms. Please return the diamond with the original certificate; if it is missing, we will deduct our actual costs for a replacement certificate from the testing laboratory as compensation for the value, to the extent that you are legally obligated to provide such compensation. The return itself does not depend on the certificate.
3D Try-On Rings	The 3D try-on rings are free; you only pay €4.90 for shipping per order. You do not need to return them. We do not refund shipping costs unless you exercise your right to cancel. If you are entitled to a statutory right to cancel and you cancel within the cancellation period, we will refund the €4.90; even then, you do not need to return the rings.

Velur Care Plan

If you purchased a Velur Care Plan with the ring, we will refund it if you voluntarily return the ring for a refund, provided you have not yet used any of the cleaning services. If you switch models or receive a replacement ring, the plan will be transferred to the new ring. The original term and any cleaning services already used will remain valid. For a statutory right of withdrawal, the rules in the withdrawal policy apply. All terms and conditions of the Care Plan

The voluntary return policy never applies to a statutory right of withdrawal: If you notify us within the withdrawal period that you wish to return an item covered by the statutory right of withdrawal, we will treat this as a withdrawal in accordance with statutory provisions, without applying the deductions associated with voluntary returns—even if you write “return.” The items covered by the statutory right of withdrawal and the applicable terms are outlined in the withdrawal policy.

Here's How Returns Work

Notify us of the return or model exchange within 30 calendar days of receipt; “receipt” refers to the day you received the merchandise, which is typically the delivery date shown in the tracking information. Any written message that includes the order number and clearly states “Return” or “Model Exchange”—such as an entry in the returns portal or an email to hey@velur.de—counts as a notification; the statutory right of withdrawal is governed by the cancellation policy. When returning a made-to-order engagement ring, you must confirm the recycling fee in writing (for example, via the returns portal or by email) at the time of your return request; we will issue a refund only after this confirmation. You can also generate your return label in the returns portal.
Fill out the return form.
Place the jewelry, box, certificate, and accessories in the package in their entirety. For a voluntary return for a refund, please also include all promotional gifts from the same order; for a statutory cancellation or a model change, include them only if doing so would cause the order total to fall below the promotional threshold. We will address missing or used promotional gifts separately; a refund following a statutory cancellation is not contingent on this.
Hand over the package to the shipping carrier within 7 days after we’ve sent you the confirmation or shipping label, making sure it’s insured and trackable. The first scan from the shipping carrier or the drop-off receipt is sufficient proof. If you drop off the package later, this voluntary service ends; your legal rights remain unaffected. You are not responsible for any delays on the part of the shipping carrier after the package has been dropped off.

Once we have received and reviewed your submission, we will email you to confirm the next steps.

Return Shipping Costs

Case	Costs
New Trends in Engagement Rings	Return shipping is free in Germany and Austria when using our insured shipping label; from other countries, you must return the item via insured shipping at your own expense. We will send you the new ring free of charge.
Returns of Standard Jewelry and Engagement Rings	Our insured return label costs €9 per return package, if available in your country, and will be deducted from your refund. You can also send your return insured on your own. If you ship a voluntary return yourself, you bear the shipping risk until the package arrives at our facility; with our insured label, we assume that risk.
International Return	The customer is responsible for the return shipping costs.
Statutory Right of Withdrawal	You are responsible for the direct costs of the return. If you use our insured return label, we will deduct €9 from your refund; you may also return the merchandise yourself. In the case of a statutory right of withdrawal, we always bear the shipping risk, even if you ship the item yourself.
Loose Diamonds	Unlike the other lines, this one is free with our insured return label.

Size Adjustment

For most rings made of solid gold or platinum, we offer free resizing within 180 days.

If your ring just doesn't fit right, please contact us first. Resizing is often a better option than switching to a different model.

Requirements

These requirements apply only to voluntary returns and exchanges. In the case of a statutory right of withdrawal, only the rules set forth in the withdrawal policy apply; the original packaging, certificate, return form, and insured shipping are not required in such cases.
Items that have only been tried on, are unworn, and undamaged.
You may voluntarily change the model once per ring. After a requested model change or size adjustment, you no longer have the right to voluntarily return or exchange that ring. Voluntary returns are not permitted after a repair. Your statutory rights—for example, following a failed repair—remain unaffected.
Custom-made rings, as well as rings that have been modified or resized, are excluded. An engraving does not preclude voluntary returns or model exchanges; removal of the engraving is free of charge.
Returns and model exchanges are only permitted with the original stone that matches the certificate provided.
Original packaging, certificate, and all accessories included.
Return form enclosed.
Insured shipping with tracking.
In the case of a voluntary return, we will deduct an amount equal to the loss in value—for example, due to scratches or dents, a bent ring band, loose or missing stones, signs of third-party alterations, or a missing certificate. We will explain each deduction to you before issuing a refund; we take photos upon receipt of the merchandise.
If you have two eligible engagement rings, you can return each ring individually. If there are three or more engagement rings in the same order, the voluntary return service no longer applies to any of the engagement rings in that order; this includes engagement rings in stock and rings with hidden birthstones. We combine orders placed from the same customer account, email address, or shipping address within 30 days of the first such order. This does not affect any returns or model exchanges that have already been completed. Your statutory rights remain unaffected.

In the event of defects or incorrect delivery, your statutory warranty rights apply.

Quick Questions

How long does it take to receive a refund?

We will issue a refund no later than 14 calendar days after we receive the returned item, using the same payment method used for the original transaction. In the case of a statutory right of withdrawal, the statutory period specified in the withdrawal policy applies.

Can I exchange an engagement ring?

For standard models, a one-time, free model exchange is available within 30 days of receipt.

What should I do if something breaks?

Please email us at hey@velur.de with your order number and photos.