Contact Us
Vellurejewelry · Customer Care
We're here
to help.
Whether you have a question about an order, need help choosing a piece, or simply want to know more about Vellurejewelry, our customer care team is ready to assist.
Customer Care Studio
For order questions, returns, product information, and general support.
We aim to respond to customer inquiries as quickly as possible.
Please include your order number whenever your message concerns an existing purchase.
Providing accurate order information helps us resolve your request more efficiently.
Send a Message
We'd love to hear from youFrom your first question to the final delivery.
Order Assistance
Questions about an existing order, order details, or changes.
Shipping Support
Help with delivery updates, tracking information, and shipping questions.
Returns & Refunds
Guidance regarding eligible returns, refunds, and exchange requests.
Product Questions
Learn more about jewelry designs, materials, sizing, and care.
Jewelry should feel personal.
That's why our customer care is designed to be thoughtful, straightforward, and human. We're happy to help you find the right piece or solve an issue after your order arrives.
Before
You Write
A few common questions may already have the answer you're looking for. If not, simply send us a message and we'll be happy to help.
How quickly will I receive a response?
Our customer care team generally responds within 1–2 business days. Response times may be longer during holidays, promotions, or periods of unusually high inquiry volume.
What information should I include about my order?
Please include your order number, the email address used at checkout, and a clear description of the issue or question. Photos can also be helpful when reporting a damaged or incorrect item.
Can I change or cancel my order?
Please contact us as soon as possible. We can review whether a change or cancellation is still possible, depending on the current status of your order.
What if I received a damaged item?
Please contact us promptly with your order number and photographs of the item and packaging. Our team will review the situation and help determine the appropriate next step.
Can I ask about a product before purchasing?
Absolutely. If you have questions about a product, materials, styling, dimensions, or general product details, send us a message and we'll do our best to assist.
A question is always welcome.
For direct assistance, email us at service@vellurejewelry.shop. Please allow 1–2 business days for a response.