Frequently Asked Questions

Have a question? Find quick answers about your Velqori order, shipping, and jewelry below.

Shipping & Delivery

Do you offer free shipping?

Yes! We offer free standard shipping worldwide to the destinations available at checkout.

Express shipping is available for an additional charge. Contact us before ordering to confirm the options, rates, and estimated delivery time for your destination.

When will my order ship?

We process and dispatch orders within 1 business day. Business days exclude weekends and public holidays.

How long does delivery take?

Most standard shipping orders arrive within 12 business days after dispatch, although delivery times vary by destination.

This estimate does not include order processing. Customs clearance, public holidays, and local carrier delays may affect delivery.

Where do you ship from?

Orders ship from our warehouses in Hong Kong or mainland China, depending on stock availability and your delivery destination.

How can I track my order?

Once your order ships, you will receive a shipping confirmation email containing your tracking information.

Tracking updates may take some time to appear while the carrier receives and scans your parcel.

Will I need to pay customs duties or taxes?

European Union: A separate tax policy applies to EU orders. Please review the tax information provided at checkout or contact us if you need clarification before ordering.

Other destinations: Velqori covers applicable import duties and customs taxes. If you receive a payment request from a carrier or customs authority, contact us with your order number and a copy of the notice.

What if my parcel is delayed or missing?

If your parcel has passed its estimated delivery window, contact info@velqorijewelry.com with your order number.

If tracking shows “Delivered” but you cannot find your parcel, please check your delivery location, building reception, and anyone who may have accepted it for you. If it is still missing, contact us so we can help investigate.

Orders & Payments

Can I change or cancel my order?

Please email info@velqorijewelry.com within 12 hours of placing your order, including your order number and the change or cancellation you are requesting.

We will check whether your order can still be updated or canceled. Orders may ship within this window, so requests cannot be guaranteed once dispatch has taken place.

This request window does not limit any statutory cancellation rights that apply to your purchase.

Which payment methods do you accept?

The payment methods available for your order are displayed at checkout. Available options may vary depending on your location and device.

What if I entered the wrong shipping address?

Contact us immediately with your order number and the correct address, preferably within 12 hours of ordering.

We will do our best to update the details before dispatch. Once your parcel has shipped, an address change may no longer be possible.

Refunds & Replacements

What if my item has a quality issue?

Please contact us within 14 days of receiving your order, providing your order number, a description of the issue, and clear photos or a video showing the item and the affected area.

Once a quality issue is confirmed, we will arrange a refund to your original payment method or a free replacement, as agreed with you.

No return is required, and Velqori covers all related handling and replacement shipping costs. Earrings and studs are included in this policy.

Our standard request window does not limit your statutory rights relating to faulty goods.

What if I receive the wrong item or a damaged item?

Please email us with your order number and photos or a video showing the problem. For transit damage, include packaging photos where possible.

We will review the issue and arrange an appropriate refund or replacement with you. Related handling costs are covered by Velqori.

What if I change my mind after my order has shipped?

For personal-preference concerns, such as choosing the wrong style or preferring another color, please contact us within 14 days of delivery.

Where no statutory return or refund right applies, we offer a goodwill discount code for a future purchase. You may keep the item, and no return is required. The discount amount, validity, and conditions will be provided when the code is issued.

This goodwill option is not a cash refund or post-dispatch exchange service. It does not replace any return or refund rights you have under applicable law.

When will my refund arrive?

We will process your refund within 3 business days after it is confirmed, using your original payment method.

Your bank or payment provider may require additional time for the funds to appear in your account.

Will my express shipping fee be refunded?

If the refund is due to a quality issue, an incorrect item, or another issue not caused by you, we will also refund the corresponding express shipping fee.

Express shipping fees are not refunded under our change-of-mind discount-code solution. Statutory refunds are handled according to applicable law.

Jewelry & Care

What materials are used in your jewelry?

Materials and finishes vary by design. Please check the individual product description for details about the piece you are considering.

If you need information about a specific component before purchasing, contact us with the product name.

Are earrings sold as a pair?

Our earrings are priced per pair unless the product description states otherwise. Please check the product listing for the quantity included.

How should I care for my jewelry?

Keep your jewelry dry and remove it before showering, swimming, exercising, or sleeping.

Avoid direct contact with perfume, lotions, and cleaning products. After wearing, gently wipe each piece with a soft, dry cloth and store it separately in a cool, dry place.

See our Jewelry Care page for more detailed guidance.

Still Need Help?

Email info@velqorijewelry.com with your question and order number, if available.

For more information, visit our Shipping & Orders, Returns & Exchanges, and Jewelry Care pages.