Refund Policy

Because Veloura East collections are produced in limited editions, we assess return requests individually. In general, an item is eligible for return when:

• The request is made within 14 days of delivery
• The item is unused, unworn, and in its original condition
• All original packaging, certificates, and accessories are included
• The item is not a bespoke, personalised, or made-to-order piece

Certain items cannot be returned, including personalised or engraved pieces, gift cards, items marked as final sale, and products where the authenticity seal or certificate has been removed or damaged.

To begin a return, sign in to your account and open the relevant order under My Orders, or contact our Customer Care team with your order number. We will confirm eligibility and provide return instructions.

Once your return is received, our team inspects the item to confirm it meets the conditions above. This typically takes 3–5 business days. We will notify you by email once inspection is complete.

Approved refunds are issued to the original payment method. Depending on your bank or payment provider, funds typically appear within 5–10 business days of approval. Shipping charges are non-refundable except where the return is due to our error.

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a replacement or full refund, including shipping costs, at no charge to you.

Corporate, hospitality, and bulk gifting orders are governed by the terms agreed at the time of quotation, which may include different return conditions. Please refer to your order confirmation or contact your Corporate account manager.

Questions about a return or refund can be directed to our Customer Care team via the Contact page.