We ask that you return any items within 30 days of receiving them.
To return an order, please contact us with your order details and shipping address. From there, we will send you a return label to attach to your package, as well as detailed instructions on what to do next.
We proudly stand by the quality of our products. However, if for any reason you are dissatisfied with your jewellery, please contact us within 30 days of your purchase. Our team will be in touch shortly thereafter. For more information, please look at our terms and conditions.
Exchanges and returns are accepted on items received in their original condition (unworn, unused and unaltered) within 30 days of receiving the item.
For returns we offer a full refund or a store credit. We ask that you return the jewellery in the same packing it arrived in to avoid any damage on the return journey.
Items that have been purchased on sale or on promotion cannot be returned or exchanged unless faulty.
When the returned item is received, we will issue a store credit or refund within two business days. The processing time for the amount to be reflected in your account will vary by bank (approx. 3 -10 business days).
Yes we do. As per our return policy above, we are happy to provide a full refund or exchange, as long as the item returned is unworn and in original condition.
Yes. You will receive an email with your tracking number once your order has been shipped. You can track your item with the link provided.
Orders placed before 12pm are eligible for next business day delivery in most metro areas across Australia.
Shipping may take up to 3 days for regional areas.
Please contact us immediately if your package arrives damaged.
Please get in touch with our team with your order number and a photo of the incorrect piece and our team will resolve the issue as quickly as possible.
If your package has not arrived please get in touch with our support team and we can assist in filing a lost package claim. Unfortunately, we are not responsible for lost or stolen packages once they have left our warehouse.
We rely on Startrack for orders within Australia.
At this moment in time we are not shipping internationally through our site. However, you can reach out to us directly on our contact us page. We can work with you directly to figure out best shipment method to your home at this time.
If you refuse the delivery of your order, or if you have a change of heart, you will be responsible for the return shipping fee charged to us. Keep in mind that this amount is dependent on your country. If you want to make any adjustments to your address, please email us before your order is dispatched.
Yes, we are able to ship to a PO Box.
All of our materials are sourced right here in Australia. Head to our Materials page to learn more.
Yes. We use nickel free sterling silver, making our jewellery suitable for those who may have allergies.
All of our silver is nickel free sterling silver.
Don't worry, most people don't. We have you covered. To learn more about sizing read more here.
If your Vela piece doesn't fit, you can return it within 30 days of purchase and exchange for a different size.
All our Australian South Sea Pearls will have a natural variation in shape and colour. We like to celebrate these differences.
Vela jewellery is made to last when properly cared for. Fortunately, it's very easy to care for your pieces. Head to our Materials page to learn more.
Due to the limited supply of our materials, once a piece is sold out it may not be restocked. The best way to find out about upcoming collections or stock levels is to sign up for our newsletter or follow us on social media.
Yes, there is time to edit or cancel your order once it has been placed. However, once you receive an email update from us that your order is on its way, you'll have to get in touch with our support team.
Quality is extremely important to us. Your Vela piece is under warranty for any manufacturing defects (in material or workmanship) for a period of 12 months from the date of purchase. This does not cover scratches, damages caused by accident, abuse, neglect, improper use or storage of the product, unauthorised modifications or normal wear and tear, theft, or loss.
As all of our jewellery is made from natural materials, it must be noted that there will almost always be small irregularities and/or slight variations in the materials. These characteristics are unique to your Vela piece and are not considered defects. If there is a major defect with the product, you are entitled to replacement of the faulty goods with identical new goods or a full refund of the cost of the goods.
Warranty will be voided if the jewellery is taken to be altered or repaired by a third party not approved by Vela.
We do not make custom orders at this time.
You can redeem a gift card or voucher by typing your code into the designated area at checkout.
We accept all major credit cards, as well as PayPal, Google Pay, and Apple Pay.
We currently do not accept Afterpay.
Your personal data is safe with us, and all financial information is encrypted and safeguarded. For more information, please check our Terms of Service.
Please feel free to get in touch as our support team is always happy to assist.