Refund policy

We want you to feel confident shopping with VELA. If something is not right with your order, please contact us so we can help.

Return Window

Eligible items may be returned within 30 days of delivery. To be eligible for a return, the item must be unworn, unused, undamaged, and in its original packaging with any included tags, cards, or materials.

Items Not Eligible for Return

The following items are final sale and cannot be returned unless they arrive damaged or defective:

  • Items marked final sale.
  • Gift cards.
  • Custom, personalized, resized, altered, or special-order items.
  • Items showing wear, damage, perfume, lotion, scratches, missing stones, or signs of use.
  • Items returned without original packaging or required materials.

How to Start a Return

To request a return, contact VELA within 30 days of delivery with your order number and reason for return.

Contact: sales@velaitaly.live

Please do not send items back without return authorization. Items returned without approval may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. We recommend using a trackable shipping method and keeping your receipt until the return is processed.

VELA is not responsible for returned items lost or damaged in transit.

Refunds

Once your approved return is received and inspected, we will notify you whether the refund is approved. If approved, the refund will be issued to the original payment method.

Original shipping charges, if any, are non-refundable unless the return is due to a VELA error or an item arrived damaged/defective.

Please allow time for your bank or payment provider to process the refund after it is issued.

Exchanges

Because jewelry availability may be limited, exchanges are not guaranteed. The fastest way to receive a different item is to return the eligible item, if approved, and place a new order for the desired piece.

Damaged or Incorrect Items

If your jewelry arrives damaged or incorrect, please contact us within 3 days of delivery with your order number and photos of the item and packaging. We'll work with you to make it right as quickly as possible.