For all customer service, and any other questions please send us an email to:

Unfortunately, at this time, we are unable to issue refunds unless there is manufacturing fault present.
Velvet and Chain offers store credit within 14 days of purchase or within 30 days for international orders.  Items not received within this time frame will not be accepted. Customers will be responsible for all shipping & re-shipping charges for exchanges. Velvet and Chain must receive the product in the exact condition it was sent out in. Product must not have been worn. If you would like to make an exchange please email with your order number and we will provide exchange instructions.

All items are quality checked before they are sent out, however there may be a fault we didn’t find.
Claims for faulty goods must be made within 14 days of purchase.
Please note that the general wear and tear in the course of normal use is not considered a manufacturing fault.  Crystal or glass stones breaking from mishandling is not considered a manufacturing fault.
The jewelry is handmade and can be very fragile. If it is dropped on a hard surface it could break or stones could loosen. Velvet and Chain is not required to fix items that have been broken or replace stones, crystals or pendants.

Velvet and Chain is hand-crafted, so each and every piece is unique and requires delicate handling.  We recommend all jewelry be cleaned only with a polishing cloth. No detergents or cleaning solutions should be used.
Avoid your items from getting wet. Take jewelry off when washing hands, taking a shower/bath or swimming. Certain metals and plating can tarnish over time when exposed to chemicals in the pool, sea water, hair spray, perfume and lotions. Damage from careless wear is not the responsibility of Velvet and Chain.