faqs.

frequently asked questions.

Do you ship internationally?	We're only shipping within Canada at the moment.
What's the approximate turnaround time for pre-orders?	We aim to have all orders fulfilled and delivered within 8 weeks. However, it may take up to 11 weeks during holiday seasons.
Which cities do "Metro Vancouver" include?	Burnaby, Coquitlam, Delta, Langley, Maple Ridge, New Westminster, North Vancouver, Pitt Meadows, Port Coquitlam, Port Moody, Richmond, Surrey, Vancouver, West Vancouver, White Rock.
What is your return/exchange policy?	As a result of the personalized nature of our products, we do not facilitate returns. Please refer to our return/exchange policy page for more information.
Do you offer product warranty?	Yes, we do offer a limited warranty for all our products – this excludes basic wear and tear and accidental damages. For more detail information, please refer to our warranty page.
What's the best way to clean my jewellery at home?	Take a small soft brush and a small amount of glass cleaning solution or diluted dishwashing detergent and scrub it gently. Be sure to scrub the bottom of your diamonds and sapphires to get rid of all the gunk!
Can I cancel my order?	Unfortunately, orders are processed immediately and cannot be cancelled once it has been placed. If you require assistance, please contact us at hello@velajewelsco.com.
How do VELA Jewels Co. gift cards work?	At VELA Jewels Co., we strive to provide a smooth and enjoyable shopping experience. Please review the following terms regarding gift cards: Non-Refundable and Non-Exchangeable Gift cards cannot be exchanged or refunded for cash under any circumstances, except where required by law. Gift cards are intended for use on VELA Jewels Co. products and services only. Partial Use of Gift Cards If a gift card has been partially used, the remaining balance will remain on the card and can be used for future purchases. Any remaining balance cannot be redeemed for cash. Lost or Stolen Gift Cards VELA Jewels Co. is not responsible for lost or stolen gift cards. Please treat gift cards like cash, as they cannot be replaced if lost or stolen. Expiration and Fees Gift cards do not expire and are not subject to any fees. This policy is subject to change at the discretion of VELA Jewels Co. For any questions or assistance, please contact our customer service team at hello@velajewelsco.com. The warranty, as well as the return and exchange policy for items purchased with a VELA Jewels Co. gift card remains the same for any other purchase made using other forms of payment – To learn more please visit our warranty or return & exchange policy pages.