HELP CENTER
Before you get in touch, checkout our FAQs, you might find the answer to your question there!
FAQs
SHIPPING
How long will it take for my order to arrive?
Most orders are shipped within 1-4 business days and will take 7-14 business days after fulfilment to be delivered. Please note that this time frame may vary depending on the availability of the items you have ordered and your shipping location.
Where can I find my tracking number?
You will receive a tracking number via email once your order has shipped. You can use this number to track the status of your delivery on the carrier's website.
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My order is delayed, what should I do?
Some orders may be delayed due to interruptions along the way, so we ask you be patient with them and us. We know this can get frustrating so if you have any questions, don't be afraid to get in touch!
FAULTY ITEM
I received my items but they are faulty, what should I do?
If your order arrives damaged, please contact our customer service team at contact@velmafleur.com as soon as possible. We will work with you to resolve the issue and get you a replacement product as quickly as possible.
AMEND OR CANCEL ORDER
Can I cancel my order, I no longer want it?
If your order has not been dispatched we can cancel it. Get in touch with our Team to arrange this for you.
Can I change an item I ordered, I changed my mind?
If your order has not been dispatched we can change it. Get in touch with our Team to arrange this for you.
I need to change my delivery address.
If your order has not been dispatched, you may be able to change your delivery address. Please get in touch with our Team as soon as possible with your order number and the new address.
- Jewellery maintenance -
How do I care care for my jewellery?
To keep your jewellery looking its best, store it in a cool, dry place away from direct sunlight and moisture. Avoid exposing your jewellery to harsh chemicals, such as household cleaners or chlorine.
To clean your jewellery, use a soft, lint-free cloth to gently wipe away any dirt or fingerprints. Avoid using harsh cleaning agents, as they may damage the finish or cause stones to become loose.
For more delicate pieces, such as those with intricate designs or gemstones, it is best to have them professionally cleaned and maintained.
Can I wear my jewellery all the time?
It is generally safe to wear most types of jewellery on a daily basis. However, some pieces may be more delicate and prone to wear and tear, such as those with thin chains or multiple small stones. These types of pieces may be best saved for special occasions.
It is also important to consider the type of work or activities you will be doing while wearing your jewellery. Some jobs or hobbies, such as manual labor or sports, may put your jewellery at risk of being damaged or lost. In these cases, it may be best to remove your jewellery before starting.
What is the best way to store my jewellery?
The best way to store your jewellery is to keep it in a cool, dry place away from direct sunlight and moisture. This will help prevent tarnishing and damage to the finish.
If you have a large collection of jewellery, it is a good idea to use individual jewellery boxes or pouches for each piece. This will help prevent your jewellery from getting scratched or tangled with other pieces.
NEED MORE HELP?
Uh oh, question not answered?
For all enquiries, including questions relating to your order, please contact our Customer Care Team via the CHAT WITH US button on the bottom right of the screen.