FAQs

We're here to help! Find answers to the most common questions below. If you can't find what you're looking for, feel free to contact us at maison.velzaro@gmail.com.

📦 Orders & Shipping

How long does shipping take?
Belgium & Netherlands: 1–3 business days. Rest of Europe: 2–5 business days. Personalized items require 15–20 business days from the date of order.

Do you offer free shipping?
Yes! We offer free shipping on all orders above €40. For orders under €40: Belgium & Netherlands €4,95 | Rest of Europe €7,50.

Can I change or cancel my order after placing it?
Please contact us as soon as possible at maison.velzaro@gmail.com. We'll do our best to help, but once an order is in production or shipped, changes may not be possible.

How do I track my order?
Once your order is shipped, you'll receive a confirmation email with a tracking number.

💎 Personalization & Engraving

How do I add a name for engraving?
Simply enter the name you'd like engraved in the personalization field on the product page before adding to cart.

Are personalized items refundable?
Personalized and engraved items are non-refundable unless there is a defect or error on our part.

Can I see a preview before ordering?
We are working on adding live previews. In the meantime, feel free to contact us if you have any questions about your personalized item.

🔄 Returns & Refunds

What is your return policy?
We accept returns within 14 days of delivery for unused, unworn items in original packaging.

How do I start a return?
Contact us at maison.velzaro@gmail.com with your order number and reason for return.

When will I receive my refund?
Refunds are processed within 5–7 business days after we receive the returned item.

✨ Jewellery Care

How do I care for my jewellery?
Avoid contact with water, perfume, and chemicals. Store in a dry place. Check our Jewellery Care Guide for full details.

Is the jewellery waterproof?
Our jewellery is made from 18K stainless steel which is highly resistant, but we recommend removing it before swimming or showering to maintain its shine.

What material is used?
Our jewellery is made from high-quality 18K stainless steel, designed to be durable and long-lasting.