Refund policy
verve & velvetis committed to providing high-standard jewelry. We truly hope you enjoyverve & velvetjewelry. But if you're not completely happy with what you ordered, we gladly accept returns/exchanges for items in unworn brand-new condition, within the first 14 days after receipt of your order.
* There will be a shipping fee and restocking fee of $15 charged for the returns. The price difference will be calculated if you need an exchange.
*In the unusual event that you receive a Product that arrives damaged/broken/missing/wrong, Such notice must be sent no later than 48 hours.
after you receive the delivery. And must include your name, email address, and a picture and written description of the damaged/broken/wrong Product. You must also return the damaged Product to us after we receive your damage notice. You will be charged a shipping fee of $10 if you contact us over 48 hours of the delivery; We are unable to deal with the package anymore if you contact us over 7days of the delivery as we think you accept the damaged/broken/missing/wrong package you got by default.
*Each order is only allowed to be returned once.
Return Exceptions
Just a heads up, we're unable to accept returns on Solid Gold Products and Custom/Made-to-order Products because each piece is made to order. Once the products go into production, there will be NO cancellations.
*Mystery Boxes, Sale/Clearance Items, and Gifts are final sale and cannot be returned.
*Earrings and Premade Grillz cannot be accepted to be returned due to hygiene reasons. Shipping paid on Returned Items is non-refundable.
*For Custom jewelry: There is a non-refundable $100-$300 deposit as a design fee that will apply towards the total purchase amount. (if design is completed).
If you choose to cancel your order during the production, there is a 20% cancellation fee deducted from your refund.
How do I start the return process?
To allow us to arrange a refund/exchange for you as quickly as possible, we’ve implemented a quick & simple returns process online. Follow the steps below to start your return process.
1. To start your return, head to our returns portal (you’ll need your order number and email to hand).
2. Select what items you’d like to return and why. This helps us improve to make sure you love your purchase next time.
3. Our sales will review your application needs and contact you to provide solutions.
4. Pay for your return and fill in the tracking number – unfortunately we’re currently unable to offer free returns for our customers.
5. After we receive your returned parcel, we will exchange the item and ship to you; or process your refund.
When will I receive my refund or exchanged product?
Once your return is received and inspected, we will process your refund within 2 working days from receipt to our warehouse. After we have sent your refund, you will receive an email notification.
Please note it can take a further 2-10 business days for the funds to clear into your account. This processing time depends on your bank so please contact them directly if 10 business days have passed and you have not received the funds.