FREQUENTLY ASKED QUESTIONS
ORDERS
How do I know if my order has been confirmed?
Once your order has been successfully placed, you will receive an order confirmation at the email address provided during checkout.
If you cannot find your confirmation email, please check your spam or junk folder before contacting us.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at support.velunelux@gmail.com.
We will do our best to accommodate your request. However, once your order has entered processing or has been dispatched, changes or cancellations may no longer be possible.
SHIPPING & DELIVERY
Do you offer free UK delivery?
Yes. Velune Lux offers Free Standard Delivery on eligible UK orders.
Our current delivery options are:
Free Standard Delivery — 3–8 business days
DHL Express Delivery — 2–5 business days — £4.00
Available delivery options will be displayed at checkout.
How can I track my order?
Once tracking information becomes available, you will receive it by email.
Please allow some time for tracking updates to appear after your parcel has been handed to the carrier.
My order is taking longer than expected. What should I do?
Delivery times are estimates and occasional delays may occur.
If your order is taking longer than expected, please contact support.velunelux@gmail.com with your order number and we will be happy to assist you.
Can my order arrive in more than one parcel?
Yes. In some cases, items within the same order may be dispatched separately.
If this happens, you may receive multiple parcels or tracking numbers at no additional delivery charge.
RETURNS & REFUNDS
What is your return policy?
We offer eligible returns within 30 days of receiving your order.
Items should meet the eligibility requirements described in our Returns & Refunds Policy.
How do I request a return?
Please email support.velunelux@gmail.com with your order number and reason for the return.
Please contact us before sending an item back so that we can provide the appropriate return instructions.
Do I have to pay for return shipping?
For eligible change-of-mind returns, incorrect size selections or other returns not caused by an error on our part, the customer is responsible for return shipping costs.
If your item arrives damaged, defective or incorrect, please contact us so we can review the issue and provide an appropriate resolution.
Can I return earrings?
For hygiene reasons, earrings that have been unsealed or worn may not be eligible for change-of-mind returns.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
When will I receive my refund?
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to your original payment method. Your bank or payment provider may require additional time for the funds to appear in your account.
JEWELLERY & MATERIALS
What materials are used in Velune Lux jewellery?
Materials vary by design.
Depending on the piece, our jewellery may feature stainless steel, cubic zirconia, pearls, crystals, plated finishes and other decorative materials.
Please check the Details section on each product page for information specific to that piece.
Is Velune Lux jewellery waterproof?
Unless a particular product is specifically described as waterproof, we recommend avoiding prolonged contact with water.
To help preserve your jewellery, remove it before showering, swimming or exercising and avoid direct contact with perfume, creams and household chemicals.
Will my jewellery tarnish?
The durability of a jewellery finish depends on its materials, frequency of wear, storage and exposure to moisture, cosmetics and chemicals.
We do not describe a product as tarnish-proof unless its specifications support that claim.
Following our Jewellery Care recommendations can help maintain the appearance of your pieces for longer.
Is your jewellery hypoallergenic?
Materials vary between products, so we do not make a universal hypoallergenic claim across the Velune Lux collection.
If you have known metal sensitivities, please review the materials listed on the individual product page before purchasing.
RINGS & SIZING
What ring sizes do you use?
Our ring product pages may display US numerical sizing, depending on the design.
For customers in the UK, our Ring Size Guide provides corresponding UK sizes and measurements.
When a product uses US sizing, this will be indicated near the size selector.
How do I find my ring size?
Use our Ring Size Guide to compare the inner diameter or circumference of a ring that already fits you.
For the most accurate result, measure carefully before ordering.
What does “Adjustable” mean?
An adjustable ring features an open design that allows a degree of flexibility in fit.
The adjustment range varies depending on the design, so adjustable rings should be handled gently and should not be repeatedly bent or forced.
PRODUCT CARE
How should I care for my jewellery?
To help keep your Velune Lux pieces looking their best:
- Avoid direct contact with perfume, lotions and harsh chemicals.
- Remove jewellery before showering, swimming or exercising.
- Store pieces separately in a clean, dry place.
- Avoid exposing jewellery to excessive moisture.
- Clean gently with a soft, dry cloth after wear.
For more information, please visit our Jewellery Care page.
PAYMENTS
What payment methods do you accept?
Available payment methods are displayed securely at checkout and may vary depending on your location and device.
Please select your preferred available payment method when completing your purchase.
Is payment secure?
Our online store is powered by Shopify and payments are processed through the secure payment options available at checkout.
Velune Lux does not require customers to send payment card details by email.
CONTACT US
How can I contact Velune Lux?
For questions about products, orders, delivery or returns, contact our Customer Care team:
We aim to respond within 1–2 business days.