Refund policy
Every Verse & Vellum necklace is personalized with the name and message you give us. Because it is made for one person, it cannot be resold. We therefore do not accept returns for a change of mind. Instead, every order is covered by the Love-It Promise below.
1. The Love-It Promise
If she doesn’t love it, or you made a typo, tell us within 30 days of delivery. We remake it once, with the name and message you want, or we refund your order. Your choice, once per order.
- The 30 days count from the delivery date shown in the carrier’s tracking.
- The promise applies once per order: either one remake or one refund, not both. An order with two necklaces is covered once.
- You do not need to send the necklace back.
- A remake is printed as you send the replacement text to us. Please check it before you send it.
- A refund goes to the payment method you used. It usually appears within 5 to 10 business days after we confirm it.
2. Damaged, defective or wrong items
If your necklace arrives damaged, is defective, or the card does not match what you ordered, email us a photo within 30 days of delivery. We make it again at no cost to you. This does not use up your Love-It Promise.
3. Changes and cancellations
Production starts shortly after you order. If you need to change the name or the message, or cancel the order, email us right away with your order number. If the necklace is not in production yet, we change or cancel it and refund any cancelled item in full. Once it is in production, the order cannot be cancelled, and the Love-It Promise applies instead.
4. Lost or undelivered packages
If your tracking stops moving, email us and we will sort it out. If the package is marked delivered and you cannot find it, email us within 7 days. We check with the carrier and then remake the necklace or refund the order.
5. How to reach us
Email hello@vestraloft.com with your order number. We answer within 24 hours, Monday to Friday.