Refund policy

Starting a return

Returning an item couldn't be easier. Try your purchases in the comfort of your own home — if you need to send them back, we'll be happy to offer you an exchange or refund within 14 days of purchase. All returns must be accompanied by proof of purchase.Please ensure items are returned in new, unworn condition in their original packaging for us to process an exchange or refund.

Non-returnable items:

The following items are strictly non-refundable and non-returnable: Items in our Sale collection and personalised or customised products

Please note that introductory or promotional pricing applied to items outside of our Sale collection does not constitute final sale — those items remain eligible for return and exchange under our standard policy.

If you're unsure whether your item is eligible before purchasing, please reach out: → Email: hello@velorne.co → WhatsApp: wa.me/6588327368

Only orders made in Singapore, Malaysia, and Hong Kong are eligible for free return and refunds. All other cases will eligible for replacemements and refunds.

How to start a return

• Step 1 — Contact us to confirm eligibility:
  → Email: hello@velorne.co
  → WhatsApp: wa.me/6588327368
  
• Step 2 — Once confirmed, proceed via our returns portal:
  → returns.shippit.com/velorne
• In the portal: Log in and click on the order you want to return
  
• Select the items you want to return if your order has more than one item
  
• Select a return reason and add a note. Click Request Return
  
• If your return is approved and shipping is required, you'll receive an email with instructions shortly after submission
  
• Once your item is received, your refund will be processed

If you are returning earrings for a refund/repair, you must send back both pieces so that we can process this in a timely manner.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Return shipping costs

Return shipping is complimentary for orders shipped within Singapore. For all other countries, return shipping costs will be borne by the customer and deducted from your refund amount.

In cases where the item is defective, damaged, or incorrect, return shipping is complimentary regardless of country.

Processing your refunds

We'll notify you once we've received and inspected your return, and let you know if the refund is approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since your return was approved and you haven't received your refund, contact us at hello@velorne.co.

Processing your Exchange

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.