FAQ: Jewellery Care & Warranty

This page answers common questions about caring for Velanci jewellery and how our lifetime warranty works. For full details, please refer to our Care Instructions and Warranty and Quality Care pages.

What does the lifetime warranty cover
Our lifetime warranty covers manufacturing faults in materials or workmanship under normal wear and proper care, for as long as the original purchaser owns the item. It is assessed case by case based on photos and the item condition.

What is not covered by the lifetime warranty
General wear and tear, scratches, dents, accidental damage, loss, theft, impact damage, snagging damage, stretching from force, third-party repairs or alterations, and damage caused by water, sweat build-up, chemicals, perfumes, lotions, cleaning products, chlorine, or saltwater are not covered. Natural plating wear or finish changes over time are not manufacturing faults.

How do I submit a warranty claim
Use our Repairs & Warranty Claim Form page. Include your order number or proof of purchase, a clear description of the issue, and well-lit photos of the full item plus close-ups of the affected area. If helpful, include a short video.

Do I need to return the item
Sometimes. We may be able to assess from photos, but in some cases we will request the item to be returned for inspection before confirming the outcome. If a manufacturing fault is verified, we will offer an appropriate remedy such as repair or replacement, or another fair resolution depending on availability.

How long do claims take
We aim to respond as quickly as possible once we receive complete information. If an inspection return is required, timing depends on shipping and assessment.

Can I wear my jewellery in the shower or while swimming
We recommend removing jewellery before showering, bathing, swimming, and using hot tubs. Water, soap, chlorine, and saltwater can affect finishes and may accelerate dullness or discolouration, especially on plated jewellery.

What should I avoid to keep the finish looking its best
Avoid contact with perfumes, deodorants, lotions, hair products, sunscreen, cleaning chemicals, and harsh soaps. Avoid rubbing jewellery against hard or rough surfaces, and remove jewellery before sleep to reduce snagging.

How do I clean my jewellery safely
For most pieces, gently wipe with a soft microfibre cloth after wear. If needed, use lukewarm water with a small amount of mild soap, wipe gently, rinse, and dry completely. Avoid abrasive cloths, chemical dips, polishing pastes, and ultrasonic cleaners unless your product page specifically states they are suitable.

My chain is tangled, what’s the best way to fix it
Lay it flat on a smooth surface and use clean fingers or a soft pin to gently loosen knots. Avoid pulling. Storing chains fastened and separately helps prevent tangling.

Will plated jewellery fade over time
Plated finishes can naturally show wear over time, especially on high-contact areas. This is normal with regular use. Keeping jewellery dry, avoiding chemicals, and storing pieces separately will help extend the life of the finish.

My item looks dull, is it faulty
Not usually. Dullness is often caused by residue from skincare, fragrance, sweat, or soap. A gentle clean and thorough drying typically restores shine. If an item arrived with a defect or quickly developed a functional issue under normal wear, submit a claim for assessment.

How should I store my jewellery
Store each piece separately in a pouch or soft-lined box in a dry place, away from humidity and direct sunlight. Ensure jewellery is completely dry before storing.

Do stones need special care
Yes. Avoid knocks, impacts, and harsh cleaners. Wipe gently with a soft cloth. If you notice a loose setting, stop wearing the item and submit a repair request.

Where can I read the full policy details
Care Instructions: /pages/jewellery-care-instructions
Warranty and Quality Care: /pages/warranty-quality-care
Repairs & Warranty Claim Form: /pages/repairs-warranty-claim-form

📋Contact Us
📩Email: support@velanci.com

📞Phone: +441133508615

Business Hours:
Monday to Friday: 9:00 AM - 5:00 PM (GMT)
Saturday: Closed
Sunday: Closed

✅We aim to respond to all messages within 24 hours.