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Company Name: VERAÉ Atelier Ltd trading as VERAÉ
Registered in: England & Wales
Company Number: 16545528
Effective Date: 20/12/2025
These Terms & Conditions (“Terms”) apply to all users of the VERAÈ website and all purchases made from VERAÈ.
By accessing our website or purchasing from us, you agree to be bound by these Terms.
We offer returns or exchanges within thirty (30) days from the date you receive your item, provided the item is unused, unworn, and returned in its original condition and packaging. Where applicable, certain items may be supplied with security seals, hygiene seals, or tamper indicators. If these are removed, damaged, or altered, we may not be able to accept the return. We require a receipt or proof of purchase to process any return or exchange.
Because VERAÈ specialises in made-to-order and personalised fine jewellery, not all items are eligible for return. Jewellery that is made specifically to your selections, including ring size, metal type, stone choice, setting specifications, or any other personalised configuration, may be excluded from voluntary returns once production has begun. Engraved items are not eligible for return. Rings that have been resized, even where resizing has been performed by VERAÈ, are not eligible for return or exchange. Items that have been altered, adjusted, repaired, or serviced by a third-party jeweller are not eligible for return and are also excluded from any manufacturing warranty offered by VERAÈ. Bespoke commissions and custom-designed jewellery are not eligible for return or exchange once the bespoke process has commenced, as these items are created to your specifications and are not suitable for resale.
To initiate a return or exchange request, you must contact our Concierge team within the thirty-day period at concierge@verae.co.uk. Our team will advise you on the return process based on your location and the nature of your order. Unless your item is confirmed faulty, return postage and any associated insurance costs are the responsibility of the customer. We strongly recommend that you return jewellery using a tracked and fully insured service and ensure it is packaged securely, as you remain responsible for the item until it is received by us.
You should inspect your item immediately upon delivery and notify us promptly if there is any issue. If your item is faulty, please contact us and provide proof of the issue, such as clear photos and/or a video showing the defect. For clarity, “faults” do not include the natural characteristics of diamonds or gemstones such as inclusions, colour variation, tone, or fluorescence, nor do they include minor variations that arise from handcrafted production or finishing. Loss of pavé or small accent stones can occur through everyday wear and tear and is generally treated as wear and tear rather than a manufacturing defect. Depending on the nature of the issue, such matters may be eligible for paid repair or maintenance support under our aftercare services rather than a refund. Please refer to the Jewellery-Specific Product Disclaimers below for additional detail on natural stone characteristics and reasonable expectations of fine jewellery.
Please note that the contents of this Refund and Return Policy do not affect any rights you may have at law, which are summarised below.
For more information, please contact our Concierge team at concierge@verae.co.uk.