Returns & Model Exchanges
Here you'll find the most important terms and conditions for returns, model exchanges, and size adjustments.
Returns and Model Changes
| Article | Regulation |
|---|---|
| Standard jewellery , e.g., Promise Rings, Clover Collection |
30-day return policy. |
| Engagement Rings | One-time free model exchange within 30 days of receipt for standard, non-engraved models. 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, you won’t receive a refund. We do not offer voluntary refunds for made-to-order engagement rings. |
| Wedding Bands & Memoire Rings | Excluded from the voluntary return and exchange policy because this is a custom-made item. |
| Custom-Made Products | Excluded from the voluntary right of return and exchange. |
Here's How Returns Work
- Create your return label in the Returns Portal.
- Fill out the return form.
- Place the jewellery, box, certificate, and accessories in the package in their entirety.
- Please return the package via insured, trackable shipping.
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 | Free in Germany and Austria. |
| Returning Standard Jewellery | €6.00 for the insured UPS label. This amount will be deducted from the refund. |
| International Return | The customer is responsible for the return shipping costs. |
Size Adjustment
For most gold rings, 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
- Items that have only been tried on, are unworn, and undamaged.
- You may change the model once per order.
- Engraved rings, custom-made rings, and rings that have been altered or resized are excluded.
- Original packaging and accessories included in full.
- Return form enclosed.
- Insured shipping with tracking.
In the event of defects or incorrect delivery, your statutory warranty rights apply.
Quick Questions
How long does it take to receive a refund for standard jewellery?
10 to 14 business days after the return has been inspected.
Can I exchange an engagement ring?
For standard, non-engraved 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.
