Refund policy
Return & Exchange Policy
We offer returns on most items within 14 days of delivery.
What’s eligible:
- Full-priced items in new, unworn condition
- Returned in original packaging
What’s not eligible:
- Earrings (for hygiene reasons)
- Customised or engraved items
- Sale items
- Items bought using discount codes (except welcome code)
Returns & Credit:
- All approved returns are issued as store credit (unless faulty)
- Shipping fees are non-refundable
- You are responsible for returning the item safely (tracked shipping recommended)
- We are not liable for lost or damaged parcels
Exchanges (Size Only):
- One free size exchange per order
- You pay to return the item
- We cover the reshipment to you
Faulty Items
- If your item arrives faulty or damaged, we’ll cover both return and replacement shipping
- Contact us within 14 days of receiving your order
- Include your order number, short description of the issue, and clear photos
- Tarnishing from water, perfumes, or chemicals is not considered a fault — see our Care Guide for details
Return Conditions
- Items must be unworn and in original packaging
- Must be returned within 7 days of approval
- Include your order number or invoice
- We reserve the right to refuse returns that do not meet these conditions
How to Start a Return
Email info@verlo.com.au with:
- Your order number
- Your reason for return or exchange
- Photos (if item is faulty)
We'll reply with next steps and a return form.