Refund policy

Our Commitment to You

Each Velluto & Stone piece is created with exceptional care and attention to detail. We want you to feel completely confident in your purchase and proud to wear your jewellery for years to come.

If for any reason you are not entirely satisfied, we are here to help.

Standard Returns

We accept returns on eligible items within 30 days of delivery.

To qualify for a return, the item must be:

Unworn and unused
In its original condition
Returned with all original packaging and documentation
Accompanied by proof of purchase

To initiate a return, please contact us at velluto.stone@gmail.com. Once your request has been approved, we will provide detailed return instructions.

Items returned without prior authorisation may not be accepted.

Made-to-Order & Bespoke Jewellery

Velluto & Stone creations which are crafted specifically for individual clients are non-refundable.

The following are not eligible for return unless faulty:

Bespoke commissions
Personalised or engraved pieces
Rings made to custom finger sizes
Special orders sourced specifically for a client

We encourage clients to review all details carefully before placing an order. If you have any questions regarding sizing, gemstones, or design specifications, we are always happy to assist.

Digital Render Disclaimer

Product images displayed on our website are high-quality digital renderings intended to represent the final design as accurately as possible.

Because every gemstone is unique and each piece is individually handcrafted, slight variations in colour, inclusions, and fine details are to be expected. These natural differences are part of what makes each Velluto & Stone creation truly one of a kind and do not constitute defects.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon arrival.

If your piece arrives damaged, defective, or if you receive an incorrect item, contact us within 48 hours of delivery with photographs and a description of the issue. We will assess the matter promptly and arrange an appropriate resolution.

Exchanges

If you would like a different size or design, please contact us and we will advise on the options available.

As each item is individually produced, exchanges are handled on a case-by-case basis.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to your original payment method within 10 business days. Depending on your payment provider, processing times may vary.

Shipping costs are non-refundable unless the return is due to our error or a confirmed manufacturing fault.

Return Shipping

Clients are responsible for return shipping costs unless the item is faulty or we have made an error with your order.

We strongly recommend using a fully insured and trackable shipping service, as Velluto & Stone cannot accept responsibility for items lost or damaged in transit.