Returns & Exchanges

We want you to love every piece you receive from Veloura. If for any reason you are not completely satisfied, we offer a 14-day return window from the date of delivery.

Eligibility

• Items must be unworn, undamaged, and returned in their original packaging.
• Personalised or custom-made pieces are final sale and cannot be returned or exchanged unless faulty.
• Earrings are non-returnable for hygiene reasons unless the item is defective.

Process

• Contact our support team with your order number and reason for return.
• We will issue a Return Authorisation within 2 business days.
• Return postage is the customer's responsibility unless the item is faulty or incorrectly sent.
• Refunds are processed to the original payment method within 5–7 business days of receiving the return.

Exchanges

We are happy to exchange eligible items for a different piece of equal or lesser value. If the replacement item is of greater value, the difference must be paid prior to dispatch.

Shipping Policy

Veloura ships Australia-wide and to selected international destinations. All orders are carefully packaged to protect your pieces in transit.

Domestic (Australia)

• Standard Shipping: 3–7 business days — $9.95 flat rate. Free on orders over $150.
• Express Shipping: 1–3 business days — $16.95 flat rate.

International

• Shipping rates and timeframes are calculated at checkout based on destination.
• International customers are responsible for any customs duties, taxes, or import fees.
• Veloura is not liable for delays caused by customs processing.

Dispatch Times

Orders are dispatched within 2 business days. During peak periods (sale events, holidays) dispatch may take up to 4 business days. You will receive a tracking number once your order has shipped.

Lost or Damaged Parcels

If your parcel arrives damaged or does not arrive within the expected timeframe, please contact us and we will liaise with the carrier on your behalf.

Privacy Policy

Veloura Jewels respects your privacy and is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Information We Collect

• Name, email address, phone number, and delivery address when you place an order or create an account.
• Payment details processed securely through our payment provider — we do not store card numbers.
• Browsing data and cookies to improve your shopping experience.

How We Use Your Information

• To process and fulfil your orders.
• To send order confirmations, shipping updates, and customer service communications.
• To send marketing emails if you have opted in — you may unsubscribe at any time.
• To improve our website and product offerings.

Disclosure

We do not sell or share your personal information with third parties except where necessary to fulfil your order (e.g., shipping carriers, payment processors) or where required by law.

Your Rights

You may request access to, correction of, or deletion of your personal data by contacting our support team.

Payment Terms

All prices on the Veloura website are listed in Australian Dollars (AUD) and are inclusive of GST where applicable.

Accepted Payment Methods

• Visa, Mastercard, and American Express
• PayPal
• Afterpay (for eligible orders)
• Apple Pay and Google Pay

Order Confirmation

Payment is taken in full at the time of purchase. You will receive an order confirmation email immediately after a successful transaction. If payment is declined, your order will not be placed.

Pricing & Availability

Veloura reserves the right to amend prices at any time without prior notice. In the unlikely event that an item is listed at an incorrect price, we reserve the right to cancel the order and issue a full refund.

Promotional Codes

One promotional code may be applied per order. Codes cannot be combined with other offers unless otherwise stated, and are not redeemable for cash.

Intellectual Property

All content on the Veloura Jewels website — including, but not limited to:

• text
• photography
• video
• graphics
• logos
• design elements
• product descriptions

Permitted Use

• You may view and print pages for your personal, non-commercial use.
• You may share links to our website on social media.

Prohibited Use

• Reproducing, distributing, or commercially exploiting any content without written permission.
• Using our brand name, logo, or imagery in any way that implies endorsement or affiliation.
• Scraping, copying, or republishing product descriptions or photography.

Trademarks

"Veloura" and the Veloura logo are trademarks of Veloura Jewels and Home Decor. Unauthorised use is strictly prohibited.

Permissions

To request permission for any use of our content beyond the above, please contact our support team.