REFUND & RETURNS POLICY
At Vivienne & Rose, we want you to absolutely love your handcrafted jewelry. If for any reason you’re not completely satisfied with your purchase, we’re here to make it right. Below you’ll find everything you need to know about our return and refund process.
Your Satisfaction is Our Priority
We offer a 15-day return policy from the date you receive your jewelry. This gives you plenty of time to try on your pieces and ensure they’re perfect for you. Returns must be initiated within this 30-day window to be eligible for a full refund or exchange.
Items must be unworn, undamaged, and in original condition with all original packaging, tags, and certificates. Jewelry should show no signs of wear, scratches, or damage. We understand you may need to try pieces on to check fit and style – this is perfectly fine as long as they remain in sellable condition.
Custom and personalized jewelry pieces are final sale and cannot be returned unless there’s a manufacturing defect. Earrings cannot be returned for hygiene reasons unless they arrive damaged or defective. Gift cards and digital gift certificates are non-refundable.
We provide free return shipping for all eligible returns within your country. For international returns, customers are responsible for return shipping costs unless the item arrived damaged or was sent incorrectly. We recommend using a tracked shipping service for your protection.
Contact our customer service team at returns@vivienneandrose.com or through our contact form. Include your order number, reason for return, and photos if the item is damaged. We’ll provide you with a prepaid return label and detailed instructions within 24 hours.
Once we receive your returned item, we’ll inspect it within 2-3 business days. Approved refunds are processed immediately and typically appear in your original payment method within 5-10 business days, depending on your bank or credit card company.
Absolutely! We’re happy to exchange your jewelry for a different size, style, or color. Exchanges follow the same 30-day timeframe and condition requirements as returns. If there’s a price difference, we’ll either refund the difference or send you a secure payment link for the additional amount.
We take full responsibility for any items that arrive damaged or with manufacturing defects. Contact us immediately with photos of the damage, and we’ll arrange for a replacement or full refund at no cost to you. This includes all shipping charges and any expedited shipping if needed.
Yes, jewelry purchased with discounts, promo codes, or during sales can be returned following our standard policy. Your refund will be for the amount you actually paid. If you received a free gift with purchase, the gift must also be returned in original condition.
Complimentary resizing: If we resized your ring for free, you can still return it within 30 days for a full refund. Paid resizing services: Resized jewelry can be returned, but resizing fees are non-refundable unless the sizing was our error.
Yes! If you prefer, we can issue store credit that never expires instead of a refund to your original payment method. Store credit can be used for any future purchases and makes a great option if you want to try a different style or save for a more expensive piece.
No problem! We can look up your order using your email address, phone number, or shipping address. Having your order number speeds up the process, but it’s not required. We keep detailed records of all purchases to make returns as easy as possible for you.
Need help with a return? Contact our customer service team at returns@vivienneandrose.com or call us during business hours. We’re here to ensure your Vivienne & Rose experience is as beautiful as our jewelry.
Your happiness matters to us. SHINE BRIGHT. STAY ELEGANT. – with confidence in every purchase.
