Refund policy

(Aligned with UAE luxury retail standards | Version 1.07 | Effective October 2025)

At Vello D’Oro, we take great pride in the craftsmanship and quality of our creations.
Each piece undergoes meticulous control before it reaches you.
However, if you are not entirely satisfied with your purchase, we will gladly assist you in accordance with the following conditions.

1. Return & Exchange Period

Clients may request a return or exchange within 30 calendar days from the date of delivery.
The item must meet the eligibility requirements listed below.

2. Conditions for Return

To qualify for a return or exchange:

The item must be new, unused, and in perfect condition.

All original packaging, including jewelry box, certificates, guarantee cards, and accessories, must be included.

The product must show no signs of wear, damage, or alteration.

Personalized, engraved, resized, or custom-made pieces are not eligible for return or exchange.

3. Return Authorization & Procedure

  1. Contact our customer care team at support@vellodoro.com to request a Return Authorization Number (RAN).
  2. 2. Once approved, you will receive detailed return instructions and a prepaid return label (where applicable).
  3. From the date of authorization, you have 14 days to return the item.
  4.  Returns must be shipped using authorized, insured couriers arranged by Vello D’Oro.

4. Inspection & Quality Control

Upon receipt, each returned item undergoes a thorough quality inspection to ensure it meets the conditions of our return policy.
If the item passes inspection, the refund or exchange will be approved.
This process may take up to 7 business days.

5. Refund Method

Approved refunds will be issued to the original method of payment used at the time of purchase.

Purchases made in-store may be refunded as Vello D’Oro store credit, at the client’s request.

Please note: shipping, engraving, or resizing fees are non-refundable.

6. Return Collection & Shipping Fees

Within the UAE, Vello D’Oro offers complimentary return collection via our authorized logistics partner.

For international returns, clients are responsible for shipping unless otherwise stated.

All returned items remain insured until they reach our facility.

7. Exclusions & Limitations

Returns are not accepted for items showing signs of wear, modification, or damage.

Made-to-order and limited-edition items may be excluded.

Returns must originate from the same country or region where the order was placed (in accordance with UAE retail regulations).

8. Customer Assistance

For further support or personalized assistance, please contact:
Vello D’Oro Customer Care – support@vellodoro.com
Our concierge team will be pleased to organize courier collection, guide you through the process, and ensure a seamless experience.