Refund policy

Last updated: November 10, 2026

Every Vellamere & Co. piece is made to order in Salado, Texas. This policy explains returns, refunds, exchanges, remakes and cancellations.

Return window

You may return eligible items within 30 days of delivery.

Return eligibility

  • Non-personalized pieces: any piece without custom engraving or personalization may be returned within 30 days of delivery for a full refund to your original payment method. Items must be unworn, undamaged and returned with the original gift box and maple card.
  • Personalized and engraved pieces (custom name necklaces, engraved pieces and custom designs) are cut to the exact details you enter, so they cannot be returned for a refund unless they arrive defective or we made an error.

Non-returnable items

  • Personalized, engraved and custom-designed pieces (unless defective or made incorrectly by us)
  • The rush production fee once your order has shipped
  • Items that have been worn, damaged, altered or resized after delivery
  • Items returned more than 30 days after delivery

Custom and made-to-order items: free remake

If you made a typo in your personalization or want a different chain length, email concierge@vellamere.com within 30 days of delivery and we will remake and ship a corrected piece once, free of charge. If we made a mistake on your order, we will remake it at no cost or refund you in full, whichever you prefer.

Cancellations

  • How to cancel: email concierge@vellamere.com with your order number and the word "Cancel".
  • Deadline: within 12 hours of placing your order. You will receive a full refund.
  • After 12 hours: your piece may already be in production. Because personalized and custom pieces are made only for you, orders in production cannot be cancelled. Non-personalized items can still be returned under the 30-day policy above.
  • Rush orders may enter production sooner, so cancellation is not guaranteed.
  • Custom designs: you can cancel free of charge at any time before you approve your proof. Once you approve the proof and production starts, the 12-hour rule applies.
  • Cancellation refunds are issued to your original payment method within 2 business days of your request.

How to start a return

  1. Email concierge@vellamere.com within 30 days of delivery with your order number and the item you want to return.
  2. We will reply within 1 business day with a free prepaid return shipping label and instructions.
  3. Pack the item in its original gift box and send it to: Vellamere & Co. Returns, 2612 Howard Loop, Salado, Texas 76571, United States. Please do not send items to this address without contacting us first.

Return shipping

Return shipping is free for eligible returns. We provide a prepaid USPS return label.

Damaged or defective items

Please inspect your order when it arrives. If an item is defective, damaged in shipping, or not what you ordered, email concierge@vellamere.com with your order number and a photo within 30 days of delivery. We will send a free replacement or a full refund; you do not need to return the item unless we ask. After 30 days, our Free Replacement for Life covers chain breakage, clasp failure and finish wear under normal use.

Exchanges

To exchange a non-personalized piece for a different design, return it for a refund under this policy and place a new order. For personalized pieces, see "Free remake" above.

Refund processing time

We inspect returns and issue approved refunds within 5 business days of receiving the item, to your original payment method. We will email you when the refund is issued. Your bank or card issuer may take another 5–10 business days to post it.

This policy does not limit any rights you may have under applicable consumer protection laws.

Contact

Vellamere & Co.
2612 Howard Loop, Salado, Texas 76571, United States
Email: concierge@vellamere.com
Customer service hours: Monday–Friday, 9:00 a.m.–5:00 p.m. Central Time. We reply within 1 business day.