Returns & exchanges

We want you to be happy with the bracelet. If you are not, this policy explains what you can do. It is written to be read once, not to be worked around.

The 14-day return window

You may ask to return an item within 14 days of receiving it. To be accepted, the bracelet must be unworn and in its original packaging, with the gift box intact.

To start a return, email velvetore@mail.grokbot.com within the 14 days with your PayPal receipt or transaction number. We will confirm the return address and any instructions. Please do not send an item back before you hear from us — an unannounced parcel can be refused or lost.

Who pays to send it back

You pay the cost of returning the item. Because orders ship from China, return postage from the United States or Europe typically costs $15 or more, and that cost is yours. It is not refunded, and it is not deducted from your refund — it is simply something you pay to the carrier.

Please use a trackable service and keep the receipt. We cannot refund an item that never reaches us, and without tracking neither of us can prove where it went. If you would rather not pay for tracked postage, that is your choice, but the risk of loss in transit is then yours.

Custom and personalised items

Custom or personalised pieces cannot be returned, because they were made for you and cannot be resold. This does not affect your rights if such an item arrives damaged or is not what you ordered — see below.

When you get your money back

Once the item reaches us we inspect it. If it is in acceptable condition, we refund within 5 business days of that inspection, to the original payment method — that means the money goes back to the PayPal account or card you paid with. We cannot refund to a different account or card.

Your bank or card issuer may take a few more days to show the credit. That timing is outside our control. Shipping is free, so there is no delivery charge to refund or deduct — you get back the full price you paid.

If the item comes back worn, damaged, or without its packaging, we may decline the return or offer a partial refund, and we will tell you why before doing either.

Damaged, faulty, or wrong item

If your bracelet arrives damaged, faulty, or is not what you ordered, this is on us.

• Tell us within 48 hours of delivery, with photographs or a short video of the item and the packaging as it arrived. This is what lets us claim against the carrier, so please do not skip it.
• We will cover all costs — return postage, replacement postage, everything — and either send a replacement or refund you in full, including the original shipping.
• You do not need the original packaging intact for a damage claim, but please keep it until the claim is settled.

Do not send a damaged item back before contacting us; we may not need it returned, and we will tell you which it is.

Sale and discounted items

If an item was bought at a reduced price, the same 14-day window applies. The refund is the amount you actually paid.

Your statutory rights

This policy does not affect any right you have under the law of the country where you live. Consumers in the EU and UK, for example, have a statutory right to cancel an online purchase within 14 days of delivery, and consumers in many other countries have similar protections. Where the law gives you a stronger right than this policy, the law applies. Nothing here is intended to exclude or limit a right that cannot be excluded.

If you think your situation is covered by a legal right rather than by this policy, say so when you write to us and we will handle it on that basis.

Contact

Returns and damage claims: velvetore@mail.grokbot.com. Include your order number so we can find the payment quickly.