Returns & Exchanges

30-Day Return Policy

At Velirella, we want you to love every piece you receive. If you are not completely satisfied with your purchase, you may request a return within 30 days of delivery.

To be eligible for a return:

• Items must be unworn and unused.
• Items must be returned in their original packaging.
• Proof of purchase is required.
• Return requests must be approved by our support team before shipping the item back.

Who Pays Return Shipping?

Velirella Covers Return Shipping Costs When

• You receive the wrong item.
• Your item arrives damaged.
• Your item arrives defective.
• You receive an incomplete order.

In these cases, Velirella will provide a replacement or refund at no additional cost. Please contact our customer support team before returning the item. Depending on your location and the circumstances of the order, we may provide a prepaid return label or another return solution.

Customer Covers Return Shipping Costs When

• You ordered the wrong size.
• You changed your mind.
• You no longer want the item.
• The item is no longer needed.
• You request an exchange due to personal preference.

In these cases, customers are responsible for all return shipping costs. Original shipping charges are non-refundable.

International Return Shipping

Exchanges

We offer exchanges within 30 days of delivery.

• Ring size exchanges are accepted.
• Product exchanges of equal or greater value are accepted.
• Customers are responsible for return shipping costs for exchanges due to sizing or personal preference.
• Velirella covers shipping costs for replacement items resulting from confirmed quality-related issues.
• Any price difference for a higher-value replacement must be paid before the replacement is shipped.

Non-Returnable Items

The following items cannot be returned or exchanged:

• Customized or personalized items.
• Final Sale items.
• Gift Cards.
• Items showing signs of wear, damage, resizing, or alteration.
• Items damaged due to misuse or improper care.

Refund Processing

Once your return is received and inspected:

• Approved refunds will be issued to the original payment method.
• Refunds are processed within 5 business days after inspection and approval.
• Your bank or payment provider may require additional processing time.
• Original shipping fees, return shipping costs, taxes, duties, and handling fees are non-refundable unless the return is caused by a confirmed error or quality issue on our part.

Order Cancellation Policy

Orders may be canceled free of charge within 12 hours of purchase.

After 12 hours, production and fulfillment may already be in progress. Orders canceled after 12 hours may be subject to a 30% cancellation fee.

Orders that have already shipped cannot be canceled.

How To Start A Return

Please contact our customer support team before returning any item. Returns sent without prior approval may be delayed, refused, or returned to the sender.

Email: service@velirella.com

Phone: +852 6084 5439

Please include:

• Order Number
• Reason for Return
• Photos or videos, if applicable
• The product name and quantity being returned

Our support team will review your request, confirm whether it is approved, and provide the applicable return instructions. Please wait for approval before shipping your package.

Return Address

All approved returns must be shipped to our designated warehouse in Hong Kong, China. Please do not return items to the address printed on the original shipping package unless our customer support team specifically instructs you to do so.

Unauthorized returns or packages sent to an incorrect address may result in delays, additional charges, package refusal, or loss of refund eligibility.

Once your return request has been approved, please send the item to:

Please write your order number clearly on or inside the return package. We recommend using a tracked shipping method and keeping your receipt until your refund or exchange has been completed.

Questions?

Email us at service@velirella.com.

Call us at +852 6084 5439.

Customer Support