RETURNS & EXCHANGES

WHAT SHOULD I DO TO CHANGE OR RETURN AN ITEM?

Make sure you have consulted our returns policy to see if your article is eligible for return!
 

To change or return an item, please send an email to web@velatti.com.

Your request will be processed in 24-48 hours. You will receive instructions about the steps to follow by email.

WHAT ARE THE CHARGES IF I REQUEST A TOTAL OF MY ORDER OR REQUEST AN ARTICLE CHANGE?

Options for returning or changing an article in the European Union:

1. Leave your parcel in the nearest delegation of our courier company (cost: 5 € to be deducted from the amount reimbursed).

2. Send your parcel by the courier company of your choice (the customer will pay the delivery costs em>).

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Options for returning or changing an article from outside the European Union:

Although there are no processing charges when you return or change the jewels, you must send them and pay for the delivery costs and other possible customs charges; otherwise, the parcel will be returned automatically, and the request will be refused.

* * If you organise the delivery, VELATTI will not be liable for loss of the parcel, and it will be the customer’s responsibility to ensure that the parcel reaches our installations in perfect condition.

WHAT IS OUR RETURN AND EXCHANGE POLICY?

Before you begin, check that your article is eligible for retuning according to the conditions below.

All returns must be:

- Unused.

- With no signs of wear or damage.

- In their original state, with all labels attached (if applicable).

- In the original packaging (Including the box and the bag).

Please return your order in its original packaging (or smaller); we will not accept large boxes as they increase delivery costs. VELATTI will not be liable for increased costs due to large packaging and reserves the right to deduct any additional delivery charges from the total reimbursed, when applicable. If the article does not comply with the conditions detailed above, VELATTI is entitled to refuse the return and send the article back to the customer.

You must include a copy of the receipt with the returned article, specifying that it is a return, as well as your name, surname/s, address and phone number.

Note: We inform you that we will not accept returns or changes of products purchased in physical shops, department stores or official distributors. (For purchases outside VELATTI.com, they must be returned to the company they were bought from)

If the order contains promotional products, these must be returned, if due to the return, the order does not comply with the conditions of the promotion.

WHEN WILL I RECEIVE MY REFUND?

Once we have checked that the returned goods are in perfect state, the refund will be made by the same method as used for payment. This will be done as soon as possible and, in any case, within 14 calendar days of receiving the parcel in our warehouse.

Once processed, we will send you a confirmation by email! Please bear in mind that the postage and packaging charges of the original order will not be included in the refund. For more information, please consult our FAQs on payment.

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