How can we help?

Right after you place your order you'll receive an order confirmation by email. If you can't find it, check your spam or junk folder.

Still nothing? Email us at info@velvilo.com with your full name and the email address you used at checkout, and we'll look it up for you.

Contact us as soon as possible at info@velvilo.com with your order number and the change you'd like to make. As long as your order hasn't been shipped yet, we'll do our best to update or cancel it.

If your order has already shipped, you can return it once it arrives. See our return policy.

Orders are typically processed and handed over for shipping within 1–3 business days. Orders placed on weekends or public holidays are processed the next business day.

Sorry about that, we'll make it right. Email us at info@velvilo.com and include:

• Your order number and full name
• A photo of what you received, including the packaging
• The item that is wrong or missing

You won't pay anything to have a wrong or missing item sorted out.

We currently ship to Sweden and to countries in the European Union. Prices are shown in SEK in Sweden and in EUR in the rest of the EU.

• Sweden: 59 SEK. Free shipping on orders from 499 SEK.
• EU: €5. Free shipping on orders from €50.

The final shipping cost is always shown at checkout before you pay. Read more in our Shipping policy.

After your order has been processed (typically 1–3 business days), delivery usually takes:

• Sweden: 1–4 days
• EU: 3–8 days

Delivery times are estimates and can be longer during peak seasons and holidays.

When your order ships, you'll receive a shipping confirmation by email. If your shipment has tracking, the tracking link is included in that email. We ship with [edit: carrier].

Can't find it? Email info@velvilo.com with your order number.

You can return your order within 30 days of delivery. This is on top of your 14-day legal right of withdrawal under EU and Swedish law.

Items should be returned in the condition you received them. Read the full terms in our Refund policy.

Email us at info@velvilo.com with:

• Your order number
• The item(s) you want to return

We'll reply with the return address and next steps. Please don't send anything back before you've heard from us.

You pay for return shipping, unless the item is faulty or we sent you the wrong item. In that case we cover it.

We refund you within 14 days of receiving your return notice, to the payment method you used. We may wait until the item has arrived back with us, or until you've shown us that it's on its way, before the refund is sent.

The quickest way to get a different piece or size is to return the item you have and place a new order for the one you want.

Email us at info@velvilo.com with your order number, a description of the problem and a photo. Under the Swedish Consumer Sales Act you can make a complaint about a defect for up to 3 years after you received the item. Please let us know within a reasonable time after you notice the problem; within 2 months is always considered reasonable.

If the item is faulty, we cover the return shipping.

[edit: material, e.g. what the bracelets, chains and rings are made of and whether they are plated]

You'll also find the material on each product page.

[edit: water resistance — can the pieces be worn in the shower, at the gym or when swimming?]

As a general rule, take your jewelry off before swimming in pools or the sea, since chlorine and salt water can affect metal over time.

[edit: sizing — ring sizes, bracelet lengths and chain lengths, and how to measure]

Not sure which size to choose? Email us and we'll help you.

• Put your jewelry on last, after perfume, cologne, lotion and hair products.
• Take it off before swimming, saunas, cleaning and heavy workouts. Avoid chlorine and harsh chemicals.
• Wipe it with a soft, dry cloth after wearing to remove sweat and skin oils.
• Store each piece dry and separately, ideally in a pouch or box, so it doesn't scratch or tangle.

[edit: warranty — does Velvilo offer its own warranty, and for how long?]

Regardless of any warranty, you always have the right to complain about defects for up to 3 years under Swedish law.

[edit: payment methods, e.g. card, Apple Pay, Google Pay, Klarna, PayPal]

All available payment methods are shown at checkout.

Customers in Sweden pay in SEK, and customers in other EU countries pay in EUR. The total, including shipping and any applicable taxes, is shown at checkout before you pay.

Yes. Payments are handled by Shopify's secure, encrypted checkout, and we never see or store your full card details. Read more in our Privacy policy and Terms of service.

Email us at info@velvilo.com or use our contact form. We usually reply within [edit: response time, e.g. 1–2 business days].