Returns & refunds
Every Vela gift is backed by a simple promise: if it isn't right, we'll make it right.
Our promise
If something isn't right, we want to know — and we'll make it right. Your happiness, and your recipient's, is the whole point of Vela.
Returnable items
Unworn jewelry and unused keepsakes can be returned within 14 days of delivery, in their original packaging. Reach out first and we'll guide you through it.
Earrings & personalised pieces
For hygiene reasons pierced earrings can't be returned once opened, and personalised or made-to-order pieces are final sale — but they're always covered by the promise above if they arrive less than perfect.
Arrived damaged or incorrect
If your gift arrives damaged, faulty or not as ordered, contact us within 48 hours with a photo. We'll arrange a replacement or full refund — usually with nothing to send back.
How to start a return
Email us with your order number and a quick note on what went wrong. We'll send return instructions or arrange a replacement straight away.
Refund timing
Approved refunds are issued to your original payment method, typically within 5–10 business days of us receiving the return or confirming the issue.
Sending to someone else?
If the gift was a surprise, we'll handle everything discreetly with you — your recipient never sees prices, returns or refunds.
Need a hand with an order or a return? Contact the Maison and we'll take care of it.