FAQs
Orders & Payment
How do I know if my order was successful?
Once your order has been placed, you will receive an order confirmation email. If you haven’t received it within a few hours, please check your spam folder or contact us at customercare@velinsol.com
Can I modify or cancel my order?
If you need to make changes or cancel your order, please contact us within 1 hour of placing it. Once processing has begun, we may not be able to modify or cancel.
Can I update my delivery address after checkout?
Yes, if your order has not yet been dispatched, we can update your delivery address. Please contact us within 2 days
What payment methods do you accept?
We accept Paypal and credit cards, including Visa, Mastercard and Amex.
Do you offer promotions or discount codes?
Yes, from time to time we may offer special promotions. Please ensure your discount code is entered at checkout before completing your purchase.
Delivery & Shipping
How long does delivery take?
Estimated delivery times to Australia are:
- Standard Shipping: 7–12 business days
Please note delivery times may vary depending on customs clearance, holidays, or courier delays.
Do you offer free shipping?
Yes. Free standard shipping is available on orders over AUD300.
How do I track my order?
Once your order has been shipped, you will receive a confirmation email with tracking details.
What happens if I miss my delivery?
If no one is available to receive your package, the courier will leave a collection notice with instructions for redelivery or pickup. Otherwise, please contact us at customercare@velinsol.com
Will I have to pay customs duties or taxes?
Orders to Australia may be subject to customs inspections. Any duties or taxes, including import duties or GST for orders over AUD $1,000, are the responsibility of the customer.
Returns & Exchanges
Can I return my order if I change my mind?
We do not accept returns or exchanges for change-of-mind purchases. Returns are only available in the case of faulty, damaged, or incorrect items.
Are earrings returnable?
For hygiene reasons, earrings cannot be returned unless they are faulty.
Can I return personalised or engraved items?
Personalised, custom, or engraved pieces cannot be returned unless they are faulty.
How do I initiate a return?
Please contact us at customercare@velinsol.com with your order number and details. We will provide return instructions.
Who pays for return shipping?
- If the item is faulty, incorrect, or damaged, we cover return shipping.
- If the return is due to customer error (for example, selecting the wrong size or placing the wrong item), return shipping will be the responsibility of the customer.
How long does it take to process a refund?
Once we receive and inspect the returned item, refunds are typically processed within 15 - 20 business days.
Can I exchange for another size?
Yes, exchanges are available for eligible items, subject to stock availability, and customers are responsible for return shipping costs.
Warranty & Repairs
Do you provide a warranty?
Yes. All jewellery comes with a 3-month warranty covering manufacturing defects.
What is not covered under warranty?
Our warranty does not cover misuse, accidents, normal wear and tear (e.g., scratches or plating fade), or lost/stolen items.
Can I request repairs or re-plating?
Yes, we do not offer repair and re-plating services.
Materials, Care & Sizing
What materials are your jewellery made from?
We use high-quality materials including:
- 18ct gold plating
- 925 sterling silver
- Natural gemstones & mother-of-pearl
- Brass and mixed metals with protective coatings
Is your jewellery hypoallergenic?
Yes. Our jewellery is crafted with high-quality materials and does not contain nickel. While our materials are carefully chosen to reduce the likelihood of irritation, it’s important to note that allergic reactions depend on individual skin sensitivities and may vary from person to person. If you have any concerns, please do not hesitate to contact our customer care team—we will be happy to assist you.
Will gold-plated jewellery tarnish?
With proper care, our plating is designed to last. However, over time, some natural fading may occur.
How should I care for my jewellery?
- Avoid contact with water, perfume, and chemicals.
- Remove jewellery before showering, swimming, or exercising.
- Store separately in a dry place, preferably in its original pouch or box.
- Wipe gently with a soft, lint-free cloth after wear.
How do I find my ring size?
- Method 1: Measure the inside diameter of a well-fitting ring.
- Method 2: Wrap a strip of paper/string around your finger, mark the point where it meets, measure in mm, and check our size chart.
Tip: Measure at the end of the day for the most accurate result.
For full information, please check our ring size chart
Do you offer ring resizing?
Currently, resizing is not available for all designs. Please check with our customer care team for assistance.
Gifts & Personalisation
Do you offer gift wrapping?
Yes. All orders come in our signature packaging, and complimentary gift wrapping is available on request.
Do you offer gift receipts?
Yes, we can provide gift receipts without pricing details upon request.
Do you sell gift cards?
No, digital gift cards are not available for purchase.
Sustainability
Do you use sustainable packaging?
Yes. All of our packaging is made from biodegradable and recyclable materials, designed to reduce environmental impact while maintaining a premium unboxing experience.
How does your brand approach sustainability?
We are committed to minimising our footprint by carefully selecting packaging and materials that are environmentally responsible. Our goal is to deliver beautiful jewellery in a way that is respectful to the planet.
Customer Support
How can I contact you?
You can reach us at customercare@velinsol.com.
Our customer service team is available Monday to Friday, 9:00–17:00 AEST.