FAQ
Orders and delivery
Where do you ship?
We ship within the United Kingdom only.
How much does shipping cost?
Nothing. Shipping is free on every order, with no minimum spend.
How long will my order take?
Orders are processed within 1 to 2 business days, Monday to Friday. Standard delivery then takes roughly 4 to 6 business days. You will get an order confirmation straight away and a shipping confirmation with a tracking link once your parcel is on its way.
Can I track my order?
Yes. Every order ships tracked and you will receive the tracking link by email.
My parcel has not arrived. What now?
If your parcel looks lost or arrives damaged, email info@velourjewellery.com within 7 days of the expected delivery date and we will chase the courier with you.
Returns and exchanges
What is your return policy?
You have 30 days from delivery to request a return. Items need to be unworn, unused, with any tags, and in their original packaging. Email info@velourjewellery.com to start a return and we will send instructions.
When do I get my refund?
Once we have received and inspected your return, we will let you know whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank can take a few extra days to post it.
Can I exchange an item?
The quickest route is to return the item you have and place a new order for the one you want.
Products and materials
Is this real gold or sterling silver?
No. Everything we sell is fashion jewellery. Our pieces use gold-tone, silver-tone and rose gold-tone plated finishes applied over a base alloy. They are not solid gold, gold vermeil or sterling silver, and we never describe or price them as precious metal.
What are the stones?
Cubic zirconia, crystal, glass, resin or imitation pearl, as stated on each product page. They are not natural gemstones.
Will the finish wear off?
Plated finishes wear over time, especially with daily use. To keep yours bright: put jewellery on last, take it off before showering, swimming, exercising or sleeping, and keep it away from perfume, hairspray and cleaning products. Store it dry.
Is it suitable for sensitive skin?
Our pieces are plated fashion jewellery. If you react to costume jewellery, these may not be right for you.
What size ring should I order?
Ring sizes are listed in US sizes on the product page. If a ring is described as adjustable, it has an open band that flexes across a small range of sizes.
Payment and account
Which payment methods do you accept?
All the methods shown at checkout and in the footer of this site. Payments are processed securely by Shopify Payments, and we never see or store your full card details.
Which currency are prices in?
All prices are in pounds sterling (GBP).
About us
Who runs Velour Jewellery?
Velour Jewellery is a trading name of Wiltschut Commerce Limited, a private company limited by shares registered in Hong Kong SAR under Company Registration Number 78785840. Full details are on our Legal & Company Information page.
How do I contact you?
Email info@velourjewellery.com or use the form on our contact page. We aim to reply within one business day, Monday to Friday.