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Shipping & Returns

Coronavirus Pandemic Update

All orders are now being delivered within 15 - 20 business days, so realistically 2 - 3 weeks, but it can take a bit longer depending on where you live. 
We have absolutely no control over how fast third party shipping companies such as USPS or Royal Mail delivers. 
We appreciate your patience during this difficult time. 🙏
Above all be safe and be happy. We'll get through this stronger 💪

SHIPPING

VVS Jewelry sources from many artists and manufacturers locally and worldwide, therefore shipping time will vary depending on what you order and where you live.

Due to high demand, please allow 3 - 5 business days to process your order and 2 - 3 weeks for delivery.  A tracking number will be provided once your order ships out from the warehouse. Processing time could take longer depending on order volume.

For International orders, please allow 4 - 7 weeks for delivery. You may or may not receive a tracking number, but please rest assured that your order is on its way.

Sometimes there will be delays due to production, port issues, logistics holdups and other external factors. Although these external factors are outside our control, its completely normal and should not be a cause for concern if your order is late.

An order may be cancelled within 24hrs or if it's not yet endorsed to the processing facility, however once your order processed & ships out, we cannot refund your order under any circumstances.

If you do not receive your order in about 8 weeks, please contact us at sales@vvsjewelry.com to reship your package. 

** Please note if we do not hear from you after 8 weeks and your order still has not arrived, we will assume you received your order and will not be able to assist you any further. It is therefore important to contact us within 8 weeks if your order is missing or late. **

 

EXPRESS SHIPPING

Express orders are delivered using the fastest available method.

 

WRONG ADDRESS

In the event you enter the wrong shipping address and your package ships out, we cannot change the address while its in transit and USPS or Fedex may not be able to deliver your order. If that happens, they will either send the package back to the warehouse or discard your entire order.

If you provide the wrong address upon checkout and do not update your order before it ships, unfortunately your order cannot be refunded because we shipped exactly what you ordered to the address you provided.

CANCELLATIONS

Orders may be cancelled within 24 hours. No cancellations if your order has processed and shipped after 24 hours. In some circumstances we may be able to cancel your order and retrieve it from the shipper, however we will have to charge a 30% restock fee. We charge a fee because we have to request a package return, open your package and place the jewelry back into inventory. Once your order has been processed, it can no longer be cancelled. 

Moissanite and Solid Gold orders cannot also be cancelled while being processed because these are high-value items which also requires a lot of production cost. 

CUSTOM ORDERS

Customized items, such as our Moissanite chains, Bubble or Baguette pendant  chains or any name and photo pendant cannot be cancelled during production. In state of emergency that you need to cancel the order, the absolute best we could do is offer a 30% cancellation fee just to cover our production costs. This is extremely rare and offered on a case by case basis. 

Once your order ships out we cannot cancel or refund. Because customized items are made just for you, all custom orders are final sale. 

 

DAMAGED/DEFECTIVE

We will 100% replace damaged or defective items as well as cover the cost of shipping.

RETURNS

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Additionally, we cannot offer a refund once  your order has shipped. Please contact us for a refund or exchange after receiving your item.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

A 30% restock fee + return shipping charge applies on all returns. Once your order is received and verified for damages, we will refund 70% less the cost of shipping.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error

The merchandise must be sent to either our head office in Canada or one of our warehouses overseas. We replace free of charge packages that go missing or damaged during transit and we will replace all incorrectly delivered items. If a product is exactly as described, then we require photos for QA inspection.

If a product is exactly as described then we do not under no circumstances accept remorse returns. 

Please note we do not accept returns on customized items, because customized items are made for the buyer only cannot be resold to someone else. 

LOST OR MISSING ORDERS

Please note we are not liable for lost or missing orders after carrier confirms successful delivery. If your tracking number shows its delivered on the shipper's website, whether its USPS or Royal Mail, 99% of the time the package is there and all you would have to do is search for the package - maybe its in the wrong mailbox or maybe someone picked it up for you. 

If in any event that you cannot find the item that was successfully delivered as per USPS or Royal Mail tracker, we can provide a courtesy discount to reship your order. Please contact support for details.

If you choose not to pay for your order again, unfortunately your order cannot be refunded because we shipped exactly what you ordered to the address you provided and the shipping company or tracker confirms the delivery of the items.

We would only reship or refund if the package is lost during transit. Also please note, once your order ships out we cannot cancel or refund. 

We therefore advise adding $5 package insurance to your order to fully insure your package in the event it is lost, missing or stolen after delivery. (by default, we are responsible for your package before and during transit. After its delivered its your responsibility). 

In the event your package is stolen, we will require a Police Report before reshipping your order. 

Please also note package insurance does not cover wrong addresses. Please ensure you provide the correct address during checkout. We can also update your shipping address as long as you contact us before we ship out your package. If your package has already shipped out, the address cannot be updated. 

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