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Refund policy

Refund & Return Policy

We accept returns and exchanges within 7 days of delivery on unworn items in their original packaging. If you’d like to initiate a return, please contact us at hello@vilanajewelry.com with your order number.

Order Issues 

Every order is carefully inspected before it is shipped out. If you receive the wrong item, a damaged piece, or are missing part of your order, please contact us within 48 hours of delivery at hello@vilanajewelry.com so we can resolve it right away.

How do I start a return or exchange?

  1. Email us at hello@vilanajewelry.com within 7 days of delivery.

  2. Include your order number and the reason for your return or exchange.

  3. Once approved, we’ll provide you with the return address. Customers are responsible for purchasing their own prepaid return shipping label.

  4. Items must be unworn, unused, and returned in their original packaging in good condition.

  5. After the item is received and inspected, we’ll process your exchange or issue a refund to your original payment method.

      Important Details

    • To ensure a smooth process, we ask that return packages be shipped back within 3 business days of receiving return instructions.

    • Customers are responsible for purchasing and properly shipping their return with the correct carrier.

    • Unauthorized returns (items sent back without prior approval) will not be accepted.


    If you have any questions about your return, please feel free to reach out to us at hello@vilanajewelry.com

     

    Exceptions / Non-Returnable items

     Please note that customized or personalized items are final sale. We do not accept returns or exchanges on any custom pieces, unless the item arrives damaged or incorrect.

    Unfortunately, we cannot accept returns on sale items or gift cards.

     

    European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.