returns & refunds
Received your Viva Valeria gems but aren’t 100% in love? No worries! Find all the deets you need to know.
what is your return policy?
We want you to feel comfortable and confident when shopping at Viva Valeria, that’s why we offer an easy 30-day return policy. If for any reason you're not satisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 30 days from the delivery date.
All refunds of undamaged and unworn products that have been correctly return, will be credited to the customer via the original method of purchase.
Unfortunately some items are non returnable. We're unable to accept returns for any pierced jewellery due to hygiene reasons.
Jewellery from the Personalised Edit collection such as names and special engraving cannot be refunded or exchanged as these are made to order, bespoke products which are made as per specific requirements and cannot be resold due to personalisation.
To avoid disappointment, please check whether an item is returnable or not under the return section of each of the product. For any questions please feel free to contact us.
refunds
Refund & Exchange will be processed within 7 working days once get the return package. The refund will be issued to your original payment account.
Please Note:
The shipping rate before the discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.
how do I return?
Received your Viva Valeria gems but aren’t 100% in love? No worries! Here’s what you’ve gotta do:
-
Securely package your item/s in it's original box.
-
Attach a note inside box providing your name, email address used to make the purchase, order number and what items you will be returning.
-
Viva Valeria does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer.
Send returned goods to address;
Office 86940, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK.
This address is for returns only, any letters, promotional leaflets, postcards sent here will be rejected.
can I exchange an item?
Unfortunately we are unable to offer an exchange of your order. However you can return an unwanted item to us for a full refund and place a new order for an alternative item.
what do I do if my item is faulty?
In the rare event that goods are delivered faulty or damaged please contact Viva Valeria as soon as possible at vivavaleria@outlook.com so we can arrange a replacement or a refund.
Viva Valeria will resend a new product under the following circumstances.
1. Customer received the wrong item.
2. The item is broken, defective, or has an incorrect engraving. (For broken or defective items, customers must contact Viva Valeria customer service within 48 hours of receiving their order.)
Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within 90 days after delivery. All items that are returned as faulty will be assessed by Viva Valeria, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty.
what do I do if my personalised jewellery is faulty?
Personalised jewellery that is faulty is also eligible for a full refund.
In the rare event that goods are delivered faulty or damaged please contact us as soon as possible at vivavaleria@outlook.com so we can arrange a replacement or a full refund.
Viva Valeria will resend a new product under the following circumstances.
1. Customer received the wrong item.
2. The item is broken, defective, or has an incorrect engraving. (For broken or defective items, customers must contact Viva Valeria customer service within 48 hours of receiving their order.)
Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within 90 days after delivery. All items that are returned as faulty will be assessed by Viva Valeria, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty.
how can I track the status of my return?
We will assess all returns as soon as received it. Refund will be processed within 7 working days once get the return package. Once we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.
international returns
When returning an item from overseas, please still make sure to follow the above steps.
Viva Valeria does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer. Therefore we strongly recommend using a secure and tracked service to return the goods to Viva Valeria.
Please take care if a customs declaration form is required, to correctly mark the goods as a 'Returned Item'. This will ensure that no additional customs fees are incurred. In the instance that a item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.
If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant customs or post department before returning the item.
what is your warranty policy?
Every Viva Valeria piece is covered by 90 days warranty. We are so confident in the quality of our product that we have extended our warranty policy from 30 days to 90 days starting from the day when the original order was received. We will replace any piece that has suffered a break or tarnish due to manufacturing defects if you send it back to us in under 90 days of receipt.
Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within 90 days after delivery. All items that are returned as faulty will be assessed by Viva Valeria, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty.
Items must be returned within 90 days from the day you receive your items in its original packaging.
To keep your pieces looking cute AF please follow all of our product care guidelines. Click here for more info Jewellery Care