Refund policy
RETURNS & EXCHANGES
At Velora Curated, we want you to love your order. If something isn't quite right, we're here to help.
As a small New Zealand business, we currently do not offer free returns for change of mind purchases. However, we'll always work with you to resolve any genuine issues with your order fairly and in line with New Zealand consumer law.
CHANGE OF MIND RETURNS
We accept change of mind returns on eligible items within 14 days of delivery.
To be eligible for a return:
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items must be unused and unworn
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all original packaging must be included
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items must be in original condition
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return requests must be submitted within 14 days of receiving your order
Customers are responsible for return shipping costs for all change of mind returns.
Original shipping costs are non-refundable.
Approved change of mind returns may be issued as store credit.
For hygiene reasons, earrings cannot be returned or exchanged unless deemed faulty.
SALE ITEMS
Sale, promotional and clearance items are final sale and cannot be returned for change of mind unless required under New Zealand consumer law.
FAULTY OR INCORRECT ITEMS
If you receive an item that is damaged, incorrect, or appears faulty on arrival, please contact us within 5 days of delivery at:
Please include:
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your order number
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a description of the issue
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clear photos where applicable
Where required under the New Zealand Consumer Guarantees Act, we'll provide an appropriate remedy, which may include a replacement, repair, store credit or refund.
RETURN PROCESS
To request a return, please email hello@veloracurated.com before sending your item back.
Once your return is approved, we'll provide return instructions.
Please do not send returns without contacting us first.
We recommend using tracked shipping, as Velora Curated is not responsible for returns lost in transit.
REFUNDS
Once your return has been received and inspected, we'll notify you of the outcome.
Approved refunds will be processed back to your original payment method within 3–7 business days.
Depending on your payment provider, processing times may vary.
STORE CREDIT & EXCHANGES
Where suitable, we may offer store credit or exchanges instead of refunds for eligible returns.
Store credits are valid for 12 months from the date issued.
NEW ZEALAND CONSUMER LAW
Nothing in this policy excludes or limits your rights under the New Zealand Consumer Guarantees Act or Fair Trading Act.