Questions, answered

Yes. You have 30 days from delivery, and a piece you have opened, tried on or worn counts the same as one still wrapped. We do not ask for it to be unused, unworn or kept in its original packaging. Email us your order number and we send back a return number and the address.

Once your return arrives and we have matched it to the order, the money goes back to the card or account you paid with within 5–10 business days. Your bank can add a few days before it shows.

Yes, for a piece at the same price or less. Tell us which one you want when you ask for the return, and we send it as soon as yours reaches us, with no extra charge.

We pack and send orders within 1 to 3 business days. Standard shipping to any US address is free, and the parcel then takes an estimated 5 to 10 business days to reach you.

A tracking number comes by email on the day your order leaves us. Give it a day or so to start updating. Lost the email? The Where is my order page sends it to you again.

USPS, UPS, FedEx or DHL. Which one depends on the size of the parcel and where it is going, and your tracking email names it.

Before it ships, yes. Send the order number and the corrected address to support straight away. After the carrier collects it, the address is out of our hands.

Give it one more week past the estimated date, then email us your order number and tracking number. We raise a claim with the carrier and send you a replacement or a full refund.

Look for VELVARA. Each order appears on your statement as VELVARA, as one charge for the order total.

No. You pay once for the order in front of you. There is no subscription or membership attached, and your card is only charged again if you place a new order yourself.

Yes, up to the moment it ships. Fill in the cancellation form, or send the order number to our support address, and a reply follows within one business day.

Pages on this site load over an encrypted connection, and the card number goes directly to our payment processor. We never keep the full number.

Every listing names the material exactly. If a stone is dyed or stabilised, if a metal is plated, or if a bead is an imitation, the page says so. Scarves and bags list their fabric content.

Take jewelry off before a shower, a swim or hand cream, and keep each piece in its own pouch so nothing scratches. Scarves and bags have their care notes on the product page.

Monday – Friday, 9:00 AM – 6:00 PM EST. A message that arrives outside those hours is picked up the next business day.

The support inbox, support@velvaraliving.com, or the phone line, +1 888 601 7172. Both get a reply within one business day.