Frequently Asked Questions
We've put together answers to some of the questions we hear most often. If you still need help, we're always happy to assist through Shopify chat or email.
Shipping & Delivery
Where do you ship?
We ship worldwide, so you can shop Velnova Jewels from almost anywhere.
Is shipping free?
Yes. We offer free shipping worldwide.
How long will my order take to arrive?
For orders shipping to the United States, delivery typically takes around 7–15 days.
For orders shipping to Europe, delivery typically takes around 7–20 days.
Delivery times are estimates and may vary depending on the destination, carrier, customs processing, and other circumstances outside our control.
Will I receive tracking information?
Yes. Every order includes tracking. Once your order has been shipped, you'll receive tracking information so you can follow its journey.
Jewelry
What are your jewelry pieces made from?
Our jewelry features 925 sterling silver (S925) and a variety of gemstones.
For specific material and gemstone information, please refer to the individual product description.
How should I care for my jewelry?
To keep your jewelry looking its best, we recommend avoiding prolonged contact with water, perfumes, lotions, and harsh chemicals. Store your pieces in a dry, safe place when you're not wearing them.
For more detailed care information, visit our Jewelry Care page.
Returns & Exchanges
What is your return policy?
We accept returns within 14 days of delivery, provided the item meets our return conditions.
Are returns free?
Yes. Returns are free. If you need to return an eligible item, please contact us and we'll guide you through the process.
Do you offer exchanges?
We generally don't offer exchanges.
However, if there's a sizing issue, please contact us and we'll be happy to help find a suitable solution.
Orders & Support
How can I contact you?
The easiest way to reach us is through Shopify chat on our website.
You can also contact us by email if you prefer.
What if I have another question?
No problem. If your question isn't answered here, reach out to us through Shopify chat or email and our team will be happy to help.