RETURNS & EXCHANGES
WHAT SHOULD I DO TO MAKE AN EXCHANGE OR RETURN?
Be sure to check our returns policy to see if your item is eligible for a return!
The term to return any item is 30 (thirty) days after receiving the order.
To make an exchange or return, please, send an email to web@velatti.com.
Your request will be processed within 24-48 business hours. You will receive instructions on all the steps to follow by email.
WHAT FEES WILL APPLY IF I REQUEST A FULL REFUND OF MY ORDER OR REQUEST AN EXCHANGE OF ITEM?
Return or exchange options in the European Union:
1. Drop off your package at a branch of our transport company near your location (cost of €5 that will be deducted from the amount to be reimbursed), along with the label that we will create and the instructions to follow.
2. Send your package with the transport company you want (Shipping costs are borne by the customer).
Return or exchange options outside the European Union:
While there are no handling fees for returning or exchanging jewelry, you must send it back, bearing the shipping costs and any customs fees associated with the exchange or return. Otherwise, the package will be automatically returned and the request will be rejected.
* If you are responsible for the shipment, VELATTI will not be responsible for any loss the package may suffer during shipping, and it will be the customer's responsibility to ensure that the package arrives at our facilities in perfect condition.
WHAT IS OUR RETURN AND EXCHANGE POLICY?
Before you begin, please check below to see if your item is eligible for a return.
All returns must be:
- Without using.
- Have no signs of wear or damage.
- In its original condition with tags still attached (if applicable).
- In all original packaging (box and bag included).
Packaging that does not meet the above specifications is not permitted for return. If this occurs, VELATTI may charge the cost of any diminished value resulting from handling.
Together with the returned item we need you to include proof of purchase specifying that it is a return as well as your name and surname, address and telephone number.
Note: Please note that we cannot accept returns or exchanges for products purchased in physical stores, department stores, or official distributors. (Outside of VELATTI.com, returns must be made through the company from which they were purchased.)
In the event that the order contains promotional products, these must be returned if, as a result of the return, the order does not meet the conditions of the promotion.
WHEN WILL I RECEIVE MY REFUND?
Once we've verified that they're in perfect condition, we'll process the refund using the same method you used to make your purchase. The refund will be processed as quickly as possible and, in any case, within 14 calendar days of receiving the package at our warehouse.
Once processed, we'll send you an email confirmation! Please note that shipping costs for the initial order are excluded from the payment amount. For more details, see our Payment FAQs. here.