Velvet Ore
Get in touch
One email address, answered within two business days.
Email us
The fastest way to reach Velvet Ore is email. One address covers everything — orders, sizing questions, returns, and press.
We answer within two business days. If your message is about an order, please include the PayPal transaction number or the email address you paid with — it lets us find your payment without asking you twice.
Before you write
- Bead size. The bracelet is made in two bead sizes, 11 mm and 16 mm. The 11 mm is the more everyday width; the 16 mm is a visibly chunkier, statement strand. Bead size is a question of look rather than fit, so there is nothing to measure. Both sizes and their prices are stated on the product page and again at checkout.
- Where is my order? Orders are dispatched within 2–3 business days and tracking goes to the email address on your PayPal payment. If that email says nothing after five business days, write to us.
- Returns and damage. The returns policy covers the 14-day window, who pays return postage, and what to do if something arrives damaged.
- Size, materials, care. The product page lists the stones, the antiqued gold-finish bow, the elastic fastening and the care notes.
What we do not have
There is no phone line and no live chat. This is a small studio, and email is how it is run — it also means there is a written record of whatever we agree, which is better for both of us on a return or a damage claim.
Accessibility
If any part of this site is difficult to use — text that will not scale, a page that does not work with your screen reader, a form you cannot complete — please tell us at the same address and say what you were trying to do. We will fix it, and where an order is affected we will take it over email instead.
Where we are
Velvet Ore ships from China. Orders are made and dispatched from here; there is no walk-in shop and no showroom.