Returns & Exchanges

We want to make sure you love what you buy! We offer free returns and exchanges for 30 days on all eligible items. Please make sure that your return or exchange meets the following conditions:

▹ The security tag has not been removed if your creation was sent with one.
▹ The creation is in perfect condition in its original packaging, with all provided documents included.
▹ Creations with signs of wear, damage, or alteration (engraved, embossed, resized...) cannot be returned or exchanged. If you suspect that the damage was caused by a defect in manufacturing, please contact our customer care team.

You can access the complete return policy and terms of sale here.

You may return your creation within 30 days of its delivery date.

To initiate your return, please contact our Customer Care team at foryou@veronikarochester.com. Once we receive your request, our team will guide you through the next steps of returning your item. 

Yes, to accommodate holiday gifting, we offer an extended return period for purchases made during the holiday season. Please refer to our Return Policy or contact our customer care team for details on specific dates and conditions.

To exchange an item, contact our customer care team to initiate the process. We will guide you through selecting a new piece and completing the exchange.

Please note that exchanges are subject to product availability, and in case of exchanging for an item of a greater value, an additional payment must be made to cover the difference in price.

Most items can be exchanged online. However, some bespoke or limited-edition creations may not be eligible for exchanges. For clarification, please contact our customer care team.

All of our creations go through a rigorous quality check before being packed for your order. In the rare case that we missed a product defect or misplaced your creation, we sincerely apologize for any inconvenience and will do our best to make sure you have the best possible experience nonetheless.

If your product is damaged or incorrect, please contact our customer care team at foryou@veronikarochester.com immediately. We will arrange for a replacement or refund and provide a prepaid return label* for your convenience.

*For orders outside of the EU, we may accept your return without the need to send the item back and/or provide you with a store credit for your next order.

GERMANY: We offer complimentary returns from Germany regardless of the order value. Your item's journey back to us is completely covered, and we will handle the rest.

EUROPEAN UNION: For the returns within the EU, we offer complimentary returns if the total value of kept items is €150 or more. For orders below this value, a subsidized return shipping cost of €10 will apply.

INTERNATIONAL: At this moment, we do not cover the return shipping costs for orders made internationally. Please note that you are responsible for any associated costs and ensuring the package arrives safely back to us. If the total value of kept items falls below the free delivery order amount (€350), the initial shipping charges will be deducted from your refund*.

*Initial shipping charges will not be deducted from the refund for orders shipped to Monaco, Norway, Switzerland or the UK.

In case of a return or exchange of products purchased within the EU, you will be refunded for the returned products, as well as the standard shipping charges if you were charged any (not applicable to premium or express shipping).

For orders made internationally, only the cost of the returned products will be refunded. Please note that if the total value of kept items falls below the free delivery amount for orders outside of the EU (€350), the initial order shipping charges will be deducted from your refund*.

*Initial shipping charges will not be deducted from the refund for orders shipped to Monaco, Norway, Switzerland or the UK.

For security reasons, refunds can only be issued to the original payment method used during the purchase.

Refunds are processed within 3-5 business days of receiving your return. Depending on your payment provider, it may take additional time for the funds to appear in your account.

Please note that all returns pass a quality assurance inspection.

Absolutely! All of our gifts can be exchanged or returned. To process a return or exchange, you will need the original receipt or order confirmation. For refunds, please note the original payment method will be credited.

Please note that the original purchaser will be notified of any changes to their order.

Refunds are issued to the original payment method used by the purchaser. For exchanges, the gift recipient may select a new item of equal or greater value by paying the difference.

Yes, returns for orders placed through Klarna are accepted. Refunds will be processed directly through Klarna, and any outstanding payments will be adjusted accordingly.

While we recommend using the prepaid return label provided for eligible orders, you may opt to use your preferred return service. Please note that you are responsible for any associated costs and ensuring the package arrives securely at our returns center.

We are delighted that you decided to keep your purchase. You do not have to do anything, and there is no need to contact us. If you wish to do so anyway, we will be happy to assist you in canceling your return request. Your decision to keep your VERONIKA ROCHESTER creation is a pleasure to us!

A receipt is required for returns and exchanges to ensure a smooth process. If you do not have the receipt, please contact our customer care team for assistance.

You will receive a confirmation email as soon as your return has been processed. Additionally, you may track the status of your return by logging into your account or contacting our customer care team.