Return & Refund Policy
At Valeora, your satisfaction matters to us. Please read our Return & Refund Policy carefully to understand your rights and the process for returns and refunds.
1. Return Window
We accept returns within 7 days of the delivery date. To be eligible for a return, please ensure that:
The item is unused, unworn, and in the same condition that you received it
The item is returned with its original packaging, tags, authenticity/purity card, and any hallmarking or gemstone certificate provided at the time of purchase
The tamper-evident seal on the jewellery box (if provided) is intact
You have proof of purchase (order confirmation or invoice)
Returns requested after 7 days from delivery, or missing any of the above, will not be accepted, as we are unable to verify or resell such items.
2. Non-Returnable Items
Certain items are exempt from returns, including:
Earrings and other pierced jewellery, for hygiene reasons, unless defective or damaged on arrival
Customized, engraved, or resized jewellery made to your specifications
Sale, clearance, or items marked "final sale" at checkout (unless defective)
Any item returned without its original box, tags, or authenticity/hallmarking certificate
3. How to Initiate a Return
To start a return, please contact us at valeora.shop@gmail.com with your order number and reason for return. Our team will guide you through the next steps, including return shipping instructions.
Do not send your purchase back without first contacting us, as unauthorized returns may not be accepted.
4. Return Shipping
If the return is due to our error (wrong/defective/damaged item), we will cover the return shipping cost and recommend using an insured, trackable courier for jewellery items.
If the return is due to a change of mind, the customer is responsible for return shipping charges, unless otherwise stated. We recommend insured, trackable shipping given the value of jewellery items; Valeora is not responsible for items lost or damaged in transit back to us.
5. Inspection & Approval
Once we receive your returned item, we will inspect it — including verifying weight, purity markings, and condition against our original records — and notify you of the approval or rejection of your return within 3–5 business days.
6. Refunds
Approved refunds will be processed to your original method of payment within 5–7 business days of approval.
Please note that your bank or card issuer may take additional time to reflect the refund in your account.
If offered, you may also choose store credit in lieu of a refund to your original payment method.
7. Exchanges
We are happy to offer exchanges for a different size or design, subject to availability, within the same 7-day window and subject to the same condition requirements as returns (Section 1). Please contact our support team to arrange an exchange.
8. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos/videos of the product and packaging (an unboxing video is strongly recommended for jewellery orders and will help expedite your claim). We will offer a free replacement, exchange, or full refund at no additional cost to you.
9. Late or Missing Refunds
If you haven't received a refund within the stated timeframe, please first check your bank account again, then contact your card issuer or bank, as processing times can vary. If you've done this and still have not received your refund, please contact us at valeora.shop@gmail.com.
10. Contact Us
For any questions related to returns or refunds, please contact us:
Email: valeora.shop@gmail.com