Refund and Exchange Policy
Returns Policy
All our items are completely custom made from start to finish after you have placed your order. Since we do not keep items in stock and every piece is made with your personal preferences in mind, this makes it difficult to accept a return or exchange of that item.
For items on the website or items for which the original design comes from us, once you have placed an order, you have given us approval to begin making your item. Please feel free to contact us with any product specification enquiries or clarification before placing an order.
For items for which you provide your design request, we will send you a CAD which shows the design as you have requested for you to approve before we commence production. Any aspect of the design which needs to change can be done here before final approval is given.
We will accept returns and exchanges for items which when received are vastly different from what was ordered for.
Returns should be made to:
Velvet Luxury
Unit 118844, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK
Please contact us to approve your return before you send your item back to us.
Resizing Policy
Before you place an order please make sure to verify your ring or bracelet size. The best way to do this is by ordering a free ring sizer tool here or follow the instructions on how to get your ring size from home here
If you have ordered the wrong ring size, not to worry, we can resize your item to the correct size at a fee. Please contact us as soon as possible to get this sorted. The exact resize fee depends on the amount of adjustment needed and if any extra materials are to be added.
Some ring styles however, such as full eternity rings, cannot be resized as doing so may tamper with the structure of the ring and lead to further damage and stone loss.
Changes to your Order
We pride ourselves on our attention to detail and you can be assured that we will work with you to confirm all details with you while designing your piece for designs you send to us. At the CAD stage you are able to change any details of the piece if it does not suit, after final approval we immediately commence with production to ensure timely completion.
If you would like to see if any changes can be made after your order is already in production, please contact us via WhatsApp as soon as possible to see if we are able to make the change.
For designs by us and items on the website, you may able to make a change to your order within 3 days of placing the order. Please contact us as soon as possible to confirm if we can make the change.
Please note that if we are able to make changes to your order, it may be subject to additional lead times and cost.
