We aim to provide excellent customer service and we carefully inspect every item before shipping out to our customers to ensure the best quality possible. However, if in any way you are not satisfied with your purchase, we will happily issue you a refund or exchange.

Returning items for refunds

  • To start a refund, please notify us first at hello@viannejewellery.com
  • You can return any item you are not completely happy with for a refund, exchange or store credit within 30 days of receiving it.
  • The items sent back to us must be in new, unworn, undamaged condition and in the original packaging.
  • Please note that if the item was sent back in a used or damaged condition or without its original jewellery box, we reserve the right to deduct the cost of restoring the item to its original condition and the cost of the jewellery box, off your refund amount.
  • Please note that custom/bespoke items are not eligible for returns.
  • Shipping & handling charges (including gift wraps) are non-refundable.
  • Refunds can take approximately 72 hours or less to be processed once we receive the returned item(s). The refunded amount will take 5-7 business days to be processed back to your original payment method.
  • Unfortunately we do not cover the return postage of items returned for an exchange or refund. 
  • We recommend using a trackable or signed for service when sending back your item.
  • Please also retain a proof of postage in case that the item goes missing on its return. Unfortunately, we are unable to issue you a refund unless the item is returned back to us. You can, however, submit a claim to your courier using the proof of postage in order to receive compensation.

 

Exchanging items to different sizes or different items

  • To start an exchange, please contact us first at hello@viannejewellery.com so that we can check if your requested item is available in stock. We normally reply within 2 business days.
  • You can exchange your item to a different size or a different item or the same item but with a different metal colour. You must return your item to us for an exchange within 30 days of receiving it. 
  • If the new item is more expensive, you will receive an email notifying you to make the additional payment.
  • If the item you choose has a lower price, we will refund the difference to your original payment method.
  • Please note that if you would like to exchange the item more than once, there will be a postage fee for the second exchange onwards.

If you have any questions regarding returns or exchanges, please feel free to contact us at hello@viannejewellery.com.