Returns & right of withdrawal

Return process:

If items purchased from VEYNOU do not fit, you can return them free of charge under our return policy within 30 days, provided they are not Made for You orders or personalized pieces.

The withdrawal period begins on the day you or a person designated by you received the goods. If an order with multiple items was placed, the withdrawal period begins with the receipt of all goods if they were delivered together, or with the receipt of the last item delivered if delivery was made in multiple shipments.

How do I return my order?

To initiate your return, please notify us by email at service@veynou.com or by post that you wish to withdraw from the contract, and let us know the reason for the return.

Contact details:

VEYNOU GmbH

Markt 36

60311 Frankfurt am Main

Email: service@veynou.com

Phone: +49 69 943 23230

Returns of domestic shipments

Within Germany, returns are made via UPS Express.

  1. Send a request by email to service@veynou.com or by post to our address.
  2. You will receive an individual link from our service team to our return portal, which you can use to initiate the return. You will then receive the return label at the email address used for your order.
  3. Pack the jewelry securely in the original packaging by placing the certificate of authenticity, including the jewelry case and all enclosures, with the item in the package.
  4. Please send the return only with the shipping label provided by us, as only this provides full insurance coverage.

After receipt and inspection of the shipment, the refund will be issued to the originally used payment method.

Returns of international shipments

International returns are processed via DHL Express.

  1. Send a request by email to service@veynou.com or by post to our address.
  2. You will receive a return label from our service team by email. Using the QR code below, you can request a DHL Express pick-up.
  3. Pack the jewelry securely in the original packaging by placing the certificate of authenticity, including the jewelry case, with the item in the package.
  4. Please send the return only with the shipping label provided by us, as only this provides full insurance coverage.
  5. Request the free pick-up from DHL Express (a 90-minute pick-up window will be set):

DHL Express QR-Code

QR-Code scannen, um die DHL-Abholung zu beauftragen.

*Mo.–Fr. 7.00 bis 20.00 Uhr, Sa. 7.00 bis 16.00 Uhr, 20 ct je Anruf aus den dt. Festnetzen, max. 60 ct je Anruf aus den dt. Mobilfunknetzen
**Die hierfür benötigte Sendungsnummer finden Sie auf dem Rücksendeetikett.

Conditions for returns

A return is only possible if the item is in its original condition. This requires the jewelry to be unworn, undamaged, and in like-new condition, and that all tags, seals, certificates, and the original packaging are fully present. Worn or damaged jewelry is excluded from the refund.

Returns for which there is no right of withdrawal can be sent back to the customer at the customer's expense. Hygiene items, where applicable, are excluded from exchange.

Excluded from the right of withdrawal are custom-made pieces, engraved or personalized items, and special items made to customer specifications.

All returns are carefully inspected upon receipt.

Refund

After successful inspection of the return, the refund will be processed within 7–10 business days via the originally used payment method.

Damaged or faulty delivery

If your piece arrives damaged or faulty, please contact us immediately within 48 hours of receipt at: service@veynou.com.