Customer Care
Every bracelet is strung to your design, then sent on its way. Here is how shipping works, and what happens if something is not right.
Each Veyra bracelet is made to order. Nothing is pulled off a shelf — your sequence is strung bead by bead and hand-finished before it ships. We email you as soon as it leaves the studio, so you are never guessing whether the order was seen.
Orders ship with tracked cross-border delivery to every country we serve. Delivery estimates depend on your destination and the carrier's current service level, so the estimate shown at checkout is the one that applies to your order — we would rather quote you a real figure at the till than a flattering one on a policy page.
Currently shipping to: US · GB · CA · AU · MY · SG · NZ. Not on the list? Ask us — we add destinations as routes are confirmed.
Tracked shipping is a flat $7.90, and it is free on orders over $60.00. Your exact total, shipping included, is shown before you pay — there is no step after checkout where the number changes.
This is a launch rate. Country-specific rates will replace it before we scale, and any change will apply to new orders only.
Prices are in USD and do not include import duties or local taxes. Where your country charges them, they are collected by the carrier on delivery and are the customer's responsibility. This is standard for cross-border orders, and we flag it here rather than in a footnote after you have paid.
When your order ships we email a confirmation with a tracking link. Your confirmation email also carries a private order link, so you can check status yourself without waiting on a reply from us.
Eligible items can be returned within 30 days of delivery. Items must be unworn, undamaged, and in their original condition and packaging. Natural stone varies bead to bead in tone and banding — that variation is the material, not a fault, so it is not on its own grounds for a return.
Send us your order number and the reason through the contact form or by email at veyrabeads.support@gmail.com, and we will reply with return instructions. Return shipping is arranged and paid by the customer, unless the item arrived faulty or incorrect — in which case it is on us.
Once a return arrives and has been checked, the refund goes back to the original payment method. Original shipping charges are not refunded. Your bank or card issuer controls how quickly the credit appears on your statement after we release it.
We do not run direct exchanges. Because every piece is strung to a specific design, swapping one for another is really a new build — so return the eligible item for a refund and place a new order for the design you want.
If your order arrives damaged, or is not what you ordered, contact us within 7 days of delivery with a photo. We will arrange a replacement or a refund at no cost to you, including return postage.
Every bracelet here is custom by definition — you chose the beads and their order. Custom pieces are final sale and can be returned only if they arrive faulty or incorrect. That is the trade-off of made-to-order: nothing is pre-built, so nothing can be resold. If something is wrong with your piece, tell us and we will make it right.
This is also why the studio blocks an unwearable strand from reaching checkout, and why the Size Guide exists — a sizing mistake is the one return we can prevent together.
Possibly — if your order has not been strung yet. Message us with your order number straight away and we will tell you whether it is still open.
Same answer: it depends on whether stringing has started. Reach out with your order number as soon as you know and we will check.
Message us with your order number and your wrist measurement. Fit is the problem we are most willing to work on, because it is the one where a custom piece can still be adjusted. Measure first with the Size Guide to avoid it entirely.
We currently ship to US, GB, CA, AU, MY, SG, NZ. If yours is not listed, ask — the list grows as routes are confirmed.
Anything not covered here, or an order that needs a human: contact us.
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