Refund Policy

Vellero Returns & Refunds Policy

We want you to feel confident in your purchase. If for any reason your Vellero piece isn’t right for you, we offer a clear and fair returns process.

Returns Eligibility

We accept returns within 30 days of delivery.

To be eligible for a return, your item must:

  • Be unworn and unused

  • Be in the same condition as received

  • Include all original packaging, protective materials, and tags

  • Be accompanied by proof of purchase

Returns that do not meet these conditions may not be accepted.

How to Start a Return

To request a return, please contact us at info@vellero.com.
Once approved, we’ll provide next steps.

Items sent back without prior approval cannot be accepted.

If you have any questions at any stage, you’re always welcome to contact us.

Damaged or Incorrect Items

Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, contact us immediately so we can assess the issue and arrange a suitable resolution.

Non-Returnable Items

Certain items are not eligible for return, including:

  • Custom or personalised products

  • Special-order items

If you’re unsure whether your item qualifies, please contact us before initiating a return.

Exchanges

We do not offer direct exchanges.
If you’d like a different item, the fastest way is to return your original purchase for a refund and place a new order once your return is approved.

European Union Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your purchase within 14 days of delivery, without providing a reason.

Returned items must still meet the eligibility requirements outlined above, including condition and original packaging.

Refunds

Once your return is received and inspected, we’ll notify you of the outcome.

If approved:

  • Refunds are issued to your original payment method

  • Processing typically takes up to 10 business days

  • Your bank or card provider may require additional time to post the refund

If more than 15 business days have passed since your return was approved, please contact us at info@vellero.co.uk

Our Commitment

We design our watches and jewellery to be worn and enjoyed for years. This policy exists to ensure fairness, clarity, and confidence for every customer, without unnecessary friction.