FAQs

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BUY ON THE WEB

MY ACCOUNT

At Velatti.com you can make a purchase as a GUEST or as a REGISTERED customer.

Signing up is very simple. We will only ask for the essential information to speed up the purchase process.

Within the registration form you will find format examples that can help you when entering some data such as the telephone number.

You will always have your order information at your disposal by entering my account if you are a registered customer or through the link that we send you in the confirmation email, if you are a guest customer.

HOW TO RECOVER PASSWORD

If you have forgotten your password, you can retrieve it in the My account.

Provide your email address and we will send you an email with the instructions to follow.

SHOPPING CART

From the shopping cart you can view the content of your purchase and modify or delete the number of units in your order.  

Keep in mind that we cannot guarantee the stock of the items you have in the shopping basket. For this reason, if any of them runs out, we will inform you in that section.

PURCHASE CONDITIONS

VELATTI provides, in a clear and understandable way, accurate and sufficient information about the characteristics of its products.

That is why the products put up for sale offer the maximum guarantee, both from a technical and legal point of view.

The online purchase service through this portal is regulated in these Particular Conditions, subjecting the purchase of products to the following particularities:

- Contracting users must be over 18 years of age.

- The orders of the portal will be previously requested by the client, to the owner of the website, by accessing the shopping cart.

- Once the purchase request has been made by the customer, it will be confirmed in writing by digital means and in an email account provided by the customer.

- Once the order is confirmed, the price to be paid by the client will be indicated on the order form together with the corresponding taxes and postage.

- Once the order confirmation has been sent by the seller, the contract will be understood to have been concluded and it will be executed in accordance with the general contracting conditions specified in point one.

NEWSLETTER

Subscribe to stay up to date with the latest trends! Sign up here

Is it possible to receive periodic information in my email with the latest news and offers from Velatti?

Yes. Simply by accessing "Newsletter" and entering your e-mail, you will receive information about the latest news and promotions from VELATTI

 

Can I unsubscribe from the Newslatter?

In any newsletter you receive, you can unsubscribe by clicking "I don't want to receive any more emails" or "Unsubscribe from this list".

HOW TO BUY

It is a very simple process. Buying in our online store is easy and intuitive.

1) You should create an account at Velatti.com.

2) Once your user has been created, you must browse the store. Velatti.com is organized into categories where you can search for the products you like.

3) Once you find what you want, you just have to hit the button “add to cart”.

4) Once you have all the products you want in your shopping basket, you must “Process order”.

During the purchase process you will be asked for the shipping and billing address.

Later you will have to select the payment method.

 

If you have questions during the process, do not hesitate to contact us.

PRODUCT

WILL THE PRODUCT I BUY BE THE SAME AS THE ONE I SEE IN THE PHOTO?

The photographs that appear on the Web faithfully correspond to the products, but it must be taken into account that they are made in high quality with the aim of reflecting each jewel in maximum detail.

In some cases, the client could find differences in those products in which the raw material itself and its manufacturing process influence the final result, such as handcrafted products. Sometimes there may be differences in colors and details depending on the monitor from which you are viewing our website.

HOW AND WHERE IS IT MANUFACTURED?

The entire process from design to manufacturing is 100% Made in Spain and artisanal techniques are used.

DOES THE JEWELRY CONTAIN NICKEL?

No, no VELATTI jewelery contains nickel.

WHAT DO I DO IF MY JEWELRY IS DEFECTIVE OR I RECEIVED AN WRONG ORDER?

First of all, our apologies!

Send your order number and a photo of the defective or incorrect part to web@velatti.com.

Our customer satisfaction team will be happy to help you resolve this issue!

GIFT CARD

WHAT IS IT?

A gift card is a voucher that you can buy and give to whoever you want so that this person can choose what they want to buy at Velatti.

HOW IT WORKS?

Our gift card is virtual and we will share it by email to the address you indicate.

When buying it, you will be asked to indicate the amount of money you want to deposit in it.

Useful information about the Gift Card:

- It is a bearer document. VELATTI will not replace the Card if it is stolen, lost, misplaced or damaged.

- The validity of the reaglo card is 365 days, from the moment of purchase.

- To check the balance of the gift card, you must save the email that you will receive with the card itself or write down the number. Once you make a purchase with the card, the order confirmation email will show the balance you have left on the card.

- The term to return it is the same as for any other item as long as the Card has not been used. The refund will be made to the original payment method used for the purchase.

RETURNS WITH GIFT CARD

Returns of purchases that you have paid with a gift card will be refunded to the same Gift Card.

If at the time of purchase you have used more than one payment method and you make a partial return of your order, the refund will first go to the alternative payment method to the Gift Card.

PAYMENT

PAYMENT METHODS

You can pay for your order using a variety of payment methods!
The selected payment method is charged at the time the order is placed, including items that are shipped later. This will ensure that your order is placed in the queue to be processed and shipped as quickly as possible.

Please note that once the order has been placed, we cannot change the payment method and/or currency. Once the payment is complete, you will receive an order confirmation email (we recommend that you check your spam folder if you do not receive this email).

To guarantee the security of your purchases and offer you the best of services, we work with the main payment platforms on the internet.

 

Credit or debit card Visa / Mastercard and American Express

If you have a Velatti account, your default billing information will appear at checkout. Otherwise, you can manually enter your payment details at the time of ordering. Please note that depending on your card restrictions, the bank may decline the transaction.

Velatti reserves the right to detect and check the validity of the card used and may reject transactions based on the results of these checks.

 

PayPal

Simply click on the PayPal option during checkout, where it will ask you to log in to your PayPal account. Once the order is completed, you will be redirected to the Velatti site.

SAFE BUY

The security of the information that clients delegate to Velatti.com is one of our top priorities.

At Velatti.com, we invest a great deal of resources and use the latest technologies available so that your payment details are processed in secure environments. Our payment methods are 100% secure, you have nothing to fear. All card payments are processed by BBVA's integral gateway, which guarantees payment security at all times.

CUSTOMS EXPENSES

There may be additional duties and taxes on shipments to countries outside the European Union, which in any case will be the responsibility of the buyer.

You must bear in mind that VELATTI has no control over these rates and we cannot advise what the costs are, since they vary according to the country.

VELATTI undertakes to carry out the procedures and prepare the necessary documentation for the corresponding customs procedure.

For more information, contact your local customs office. Please note that we cannot refund duties and taxes paid at the time of delivery.

DISCOUNT COUPONS

Just write the discount code using the button Do you have a promotional code? You will find the button in the cart.

A limit of one (1) discount may be applied to each order! If a second discount code is applied, our system will automatically select the best offer and the other discount will not be applied.

Discount codes cannot be used in conjunction with free shipping discount codes, referral credit, referral codes, or any other type of discount.

Velatti has the right to hold and/or cancel orders that use more than one discount code.

SHIPPING

WHERE DO WE SHIP? COST AND DELIVERY TIME?

- Peninsular Spain and Portugal:

Standard | 2-4 days | 3,95 € | Free from 65€

Express | 1-2 days | 5,95 €

- Balearic Islands, Ceuta and Melilla, Canary Islands:

Standard | 3-5 days | 9,95 € | Free from 100€

Express | 1-2 days | 14,95 €

- European Union:

Express | 2-5 days | 12.95 € | Free from 100€

- UK:

Express | 1-3 days | 16,95 € | Free from 100€

- USA:

Express | 1-2 days | 14,95 € | Free from 0

- Rest of the world:

Express | 1-2 days | 18,95€ | Free from 150€

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*Estimated shipping date depending on the destination.

 

Your order will be shipped within 24 business hours of receiving your order confirmation email. This may vary during sales or promotional seasons. Saturdays, holidays and local holidays are excluded for the shipment of orders.

- For orders not available in stock, the term will be a maximum of 30 days; If it is higher, we will inform the client of the new estimated term.

- The Payment confirmation will start the commitment of the delivery service.

 

If you think your order is running late, you can contact our customer service team. We are not responsible for those factors external to VELATTI that may delay or prevent a delivery and are not covered by our logistics partners.

- VELATTI reserves the right to vary the type of shipment and the company through which the merchandise is transported, as long as it does not cause obvious damage to the customer.

 

- The user is informed that, at the time of delivery of the merchandise, if he is absent, an attempt will be made to make a subsequent delivery, but if a third delivery has to be made at the customer's address, the postage will be his responsibility. account and exclusive charge, or you must go to the delegation of the delivery company that corresponds to you by proximity, to proceed with the collection of the order.

 

TARIFFS AND TAX

Shipments outside the European Union are exempt from VAT (value added tax) but are subject to import duties and taxes. Payment of import fees is the sole responsibility of the customer.

As established by customs regulations, they are accompanied by the official invoice where the value of each item is declared.

- Canary Islands: Orders are subject to the payment of the tax corresponding to the Canary Islands.

 

- Countries belonging to the European Union: The orders do not contain an invoice or any documentation related to the value of the product.

  

- Countries outside the European Union: All shipments, as established by customs regulations, are accompanied by the official invoice where the value of each item is declared.

 

- Orders to the United States: VELATTI does not have offices in the United States and cannot collect or pay Sales Tax on behalf of the customer.

State authorities in the United States may require US citizens to pay these taxes for purchases made online at the end of the tax year. In no case will these charges be considered the responsibility of VELATTI.

 

 

Please note that Velatti has no control over these fees and we cannot advise what the costs will be as they vary by country. For more information, contact your local customs office.

Please note that we cannot refund duties and taxes paid at the time of delivery. If you decide to refuse the shipment due to customs duties and other fees, the package will be returned to us and the order will be refunded after deducting the return shipping fee.

 

VELATTI reserves the right to modify, temporarily suspend or cancel the service at any time. Likewise, you will have the right to reject those purchases that do not pass the security controls established in your electronic commerce systems, and in the security systems of the payment service providers, that you have contracted for the management of payments on this Portal. .

COUNTRIES WHERE WE DO NOT SHIP

Currently, we deliver to all countries except a few for logistics reasons. The countries to which we do not deliver are the following:

 

Russia, North Korea, Azerbaijan, Cuba, French Guiana, Guernsey, Bouvet Island, Norfolk Island, Isle of Man, Christmas Island, Åland Islands, Cayman Islands, Cocos Islands, Cook Islands, Faroe Islands, South Georgia and South Sandwich Islands South, Heard and McDonald Islands, Falkland Islands, Pitcairn Islands, Solomon Islands Turks and Caicos Islands, British Virgin Islands, US Minor Outlying Islands, Mauritius, French Polynesia, Réunion, French Southern Territories.

 

* Please note that we do not ship to PO Boxes.

REQUEST

STATUS OF MY REQUEST

Do you already have an account?

First, log in to your Velatti account and select "My Orders" to check your order status. Once your order is packaged and ready to ship, you will receive your tracking number by email so you can track it.

Status:

- Processing | Your order has been handed over to our operations team for completion. If all items in your order are in stock, the processing time is 2 business days!

- Submitted | Hurray! Your order has been packed and is on its way. Please note that the tracking may take some time to scan into the courier's system to reflect any activity or movement.

You do not have an account?

Don't worry! You can still create an account with the same email address you used to place the order and it will appear under "My Orders".

 

Tracking numbers are sent automatically as soon as the order is packed! Once the courier picks up the package and scans it into the system, the tracking number can be used to view information about your order. This can take a couple of hours and if the order was fulfilled on the weekend it will be updated on the next available business day!

HOW LONG DOES AN ORDER TAKE?

All orders are prepared within 48 business hours from the date of order confirmation. This may vary during sales or promotional seasons.

If you think your order is running late, you can contact our customer service team via email web@velatti.com.

We are not responsible for those factors external to VELATTI that may delay or prevent a delivery and are not covered by our logistics partners. Keep in mind that some orders are made on demand, so they need some time to create and customize them to your liking.

Therefore, the processing time for those products is usually 1 week to 15 days. When the status of your order changes to "Shipped" it only takes 1-3 business days to reach your home. If the order is in stock, we will send it within less than 72 hours. Delivery times may be affected when promotions, sales and in times of high sales volume are carried out.

CHANGE MY DELIVERY ADDRESS

Please feel free to contact us within an hour of placing your order and we will do our best to make the change before the order is processed.

Please note that as our team works hard to get your order shipped as quickly as possible, we cannot guarantee the exchange.

If your order has already been shipped, we will not be able to make any address changes. In this case we can make the new delivery with an additional cost of €6 to be paid by PayPal or credit card.

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!

To make an exchange or return, please send an email to web@velatti.com.

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

RETURN AND EXCHANGE POLICY

You can make changes and returns within 30 days after receiving your order. During this period you can return any item as long as it meets our conditions.

Conditions:

It is essential that the products you return arrive at our warehouse in perfect condition; in its original packaging, with the label and without obvious signs of use. Otherwise, VELATTI can charge the cost of the decrease in the value of the product, as a result of its manipulation.

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.

 

VELATTI will not accept returns or exchanges of products purchased in physical stores, department stores or official distributors. (Must be returned through the company it was purchased from.)

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.

If the items are received in poor condition, VELATTI will proceed to contact the customer and the customer will have the right to request that said products be returned within the next 7 calendar days from the communication by VELATTI, fulfilling the following conditions:

- The shipping cost will be €10 within Europe and €15 for the rest of the world.

- Only the jewels will be sent to the original address of the order or another within the same territory of the country.

- Any customs expenses derived from the shipment will be assumed by the client.

Be sure to check our returns policy to see if your item is eligible for a return!

To make an exchange or return, please send an email to web@velatti.com.

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

WHAT CHARGES WILL APPLY IF I ASK FOR A RETURN OF MY ORDER OR REQUEST AN ITEM EXCHANGE?

Return or exchange options in the European Union:

- Send your package with the transport company you want (shipping costs are borne by the customer).

We will send you the label that we will create so that you can make the shipment, and also the instructions to follow.

Return or exchange options outside the European Union:

Although there are no management fees for returning or exchanging the jewels, you must send them bearing the transport costs and possible customs expenses derived from the exchange or return. Otherwise the package will be automatically returned and the request will be rejected.

 

IMPORTANT:

Don't forget to save your shipping receipt and tracking number so we can
track the package.

In the event that you are responsible for the shipment, VELATTI will not be responsible for any loss that the package may suffer during shipment, and it will be the customer's responsibility to ensure that said package arrives at our facilities in perfect condition.

WHEN WILL I RECEIVE MY REFUND?

Once verified that they are in perfect condition, the corresponding amount will be paid in the same way in which you made your purchase.

The return will be made as soon as possible and, in any case, within 14 calendar days of receipt of the package in our warehouse. Once processed, we will send you an email confirmation! Keep in mind that the shipping costs of the initial order are excluded from the amount to be paid. For more details, see our Payment FAQ.

WHAT SHOULD BE DONE IF I RECEIVE A DEFECTIVE PRODUCT OR A DIFFERENT PRODUCT FROM THE REQUESTED?

Velatti only sells items in perfect condition.

If, exceptionally, the product presents any damage or is not the one requested, please send us an email to web@velatti.com Or if you prefer, you can call us at 93594011 (hours: Monday to Friday from 10:00 a.m. to 2:00 p.m.).

We will contact you in the shortest possible time. 

IS IT POSSIBLE TO MODIFY OR CANCEL MY ORDER?

No problem, your order can always be canceled and modified before it leaves our facilities, contact us by sending us an email to web@velatti.com notifying the cancellation of your order and the reason for cancellation, and we will gladly make the changes you want.

Once the order leaves the warehouse we will notify you by e-mail so that you are informed at all times. From that moment it will no longer be possible to modify or cancel it.

GUARANTEE

GUARANTEE

At VELATTI we create and develop our own designs. Each piece is handmade and has a 12-month warranty from the time of purchase against manufacturing defects or hidden defects. This means that, for 12 months from the date of purchase, we will take care of your jewelery if there is any damage to it. Just contact us and we will find a solution together.

The warranty does not cover lost items, scratches that come with use, and defects caused by consumer misuse (such as a bent ring or broken chain), improper use or storage of your product, and any modifications to your product made by a third party. external of VELATTI.

Important: Items purchased through a third-party vendor (outside of VELATTI.com will not be covered by VELATTI's warranty. Please contact the store from which the items were purchased).

To make this guarantee effective, you must present proof of purchase (purchase receipt, gift receipt or invoice). Jewelry with defects will only be reimbursed during the first 30 days after the delivery of the order.

Products made with natural materials may present inconsistencies due to their natural origin that cannot be considered as defects.

Defects caused by misuse by the consumer are not covered by warranty.

REPAIR OF A JEWELRY

In the event that your piece has suffered some type of damage, you have lost a trinket or needs any type of repair, please send us an email to web@velatti.co explaining the reason and so that we can assess its repair, but keep in mind that we cannot repair damage resulting from misuse by the customer.

To learn more about the correct use of our pieces, see our section "Tips for taking care of your jewelry".

To carry out the repair of your part, you must send us the product together with your purchase receipt, name and surname, address and a contact telephone number.

PROMOTIONS

10% ON YOUR BIRTHDAY

You have a 10% discount on your birthday just for joining our family.

The validity of this promotion is one month from the date of the birthday, the day on which a confirmation email will be sent. Valid for purchases made at VELATTI.COM

Promotion limited to a single purchase per customer and Not combinable with other offers and promotions. 

10% ON YOUR FIRST PURCHASE

You have a 10% discount for subscribing to our newsletter.

STORES

SEARCH STORES

Find the point of sale closest to you. Look for

I WANT TO SELL YOUR BRAND

If you are a distributor or store and you are interested in selling our products fill out this form.

PACKAGING

PACKAGING

Every detail counts for us, for this reason we want the whole process to be special for you. Our packaging includes:

- Classic white gift box

- Velatti gray dust bag

- Polish

- Care guide

- Velatti tote bag

IT'S A GIFT

Wraps for a gift?

We include more than one item per Velatti box so we can offer you free shipping options. If you want to receive each item individually packaged, add the special gift option that you will find in the shopping cart before proceeding to complete your order.

Our packaging includes a classic white gift box, a gray Velatti dust bag and a tote bag. Also, you can add a personalized message which will be sent with a card. 

You can personalize your card from the shopping basket before paying for your order. It will be done exactly as you type it, so make sure there are no mistakes and don't use emojis! We want the unboxing to be special for everyone, even when it's a gift to yourself! That said, we will combine items in one box if it is not indicated as a gift.

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Gift Ticket

During checkout, be sure to indicate that the jewelry is a gift and we'll be sure to include a gift receipt.

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