Shipping and Returns
Please note that each piece of jewellery is handcrafted with love and made to order specifically for you. Therefore, please allow 3-5 business days for product to be made before it can be shipped. All pieces are made by hand and are shipped from Switzerland. Pieces may appear differently from the items shown online as all pieces are unique.
Domestic Switzerland Shipping : All shipments are sent through Swiss Post.
International Shipping : Important Notes Duties and taxes are NOT included in the total at check out.
Please ensure your delivery address is correct and secure: We are not responsible for items not received due to an incorrect or an incomplete shipping address. Items marked undelivered due to an incorrect shipping address will be reissued if and when they are received back and will incur a re-shipping fee.
Lost Packages : If your package gets lost in transit, we will do everything we possibly can to assist you. We are not responsible for packages once proof of delivery is generated.
Due to our made to order approach and one of a kind nature of the materials we use to create our pieces, all of our jewellery pieces are final sale. We do not accept returns.
VIVINOU jewellery is delicate and fragile. We are happy to repair most manufacturing faults. If this is the case, please get in contact with us first through email. Manufacturing faults do not include; general wear and tear, including items which have been bent out of shape, snapped, twisted, oxidised, fading of metal plating.
To ensure your jewellery lasts for as long as possible, please follow our care guide.
If you are shipping a faulty item, a refund will be given upon inspection of the item and outgoing postage will be refunded. If you are returning an item for repair, the item MUST be returned in either the original packaging or in a hard case to prevent crushing whilst in the post. Items that are incorrectly packaged and subsequently crushed in postage cannot be replaced. Items that have clearly been worn and damaged either deliberately or by accident are not considered faulty and will not be accepted.
Please note that original shipping charges/ customs fees are non-refundable.
Customised pieces are non returnable and earrings will not be refunded due to hygiene reasons.
Please allow 7 days from the date of your return being processed for the refund to credit your original method of payment. VIVINOU reserves the right to refuse any returns which do not meet our return policy requirements.
My jewellery is faulty, what should I do?
All jewellery sold by VIVINOU is created and checked carefully before shipment.
We can offer a refund or exchange your item within 7 days of purchase if your jewellery is faulty. We need to be notified as soon as you receive the package. Please email firstname.lastname@example.org with details.