Refund policy

 

At Vierra, we are proud to create jewelry with a message, designed to last. If something is wrong with your order, our support team is happy to help.

30-Day Return Period

We accept return requests within 30 days from the date of delivery.

To be eligible for a return:

  • The product must be unused, unworn, and in its original packaging
  • The product must be in resalable condition
  • Proof of purchase (order number or receipt) must be provided

To start a return, contact our support team with:

  • Your order number
  • The product(s) you wish to return
  • Your reason for return
  • Photos of the product (if damaged or defective)

Returns sent without prior approval may not be accepted.

Non-Returnable Items

The following items are non-refundable unless they arrive defective or incorrect:

  • Personalized jewelry (engraving, names, initials, birthstones)
  • Custom-made products
  • Items showing signs of use or damage after delivery
  • Items returned without original packaging

If your personalized item arrives damaged or incorrect, we will replace it at no cost.

Exchanges

We offer a 30-day exchange on eligible items. To exchange:

  1. Contact us to obtain a Return Authorization
  2. Ship the original item back
  3. Place a new order once your return is confirmed

Refunds

Once we receive and inspect your return, we will notify you of the decision.

If approved:

  • The refund will be credited to your original payment method
  • Processing may take 5–10 business days, depending on your bank or card issuer

If the item does not meet return conditions, we may decline or offer a partial refund.

For low-value items, we may issue a refund without requiring the item to be returned.

Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with:

  • Your order number
  • A description of the issue
  • Clear photos or video of the problem

Depending on the situation, we will offer a replacement, full refund, or partial refund. Minor cosmetic defects that do not affect functionality may only qualify for a partial refund.

Wrong Item Shipped

If we ship the wrong product, color, or size, or if an item is missing, we will send a replacement or issue a refund after verification — at no additional cost to you.

Delivery Issues

We will work with you to resolve any delivery problems, including:

  • Lost packages in transit
  • No tracking updates for an extended period
  • Significant delivery delays

If tracking shows "Delivered," we may not be able to process a refund.

Customers are responsible for providing a correct shipping address at checkout. Orders returned due to an incorrect address or refused delivery may incur additional reshipping costs.

Delays caused by customs, import regulations, weather events, or other circumstances outside our control are not eligible for compensation.

Return Shipping Costs

Unless the return is due to a defective item or our error, return shipping costs are the responsibility of the customer.

We strongly recommend using a trackable shipping method. Without a tracking number, we cannot guarantee receipt of your returned item.

2-Year Quality Warranty

All Vierra jewelry comes with a 2-year quality warranty from the date of purchase.

If your jewelry is damaged due to a manufacturing defect during normal use, we will replace it free of charge, including covering the return shipping cost.

To file a warranty claim, please provide:

  • Your order number
  • Photos of the product
  • A description of the issue

The warranty covers manufacturing defects only and does not include:

  • Accidental damage
  • Improper storage
  • Lost or stolen items
  • Normal wear and tear (e.g. minor surface scratches)

Chargebacks & Fraud Protection

All refund requests must follow the procedure outlined in this policy. Customers may be asked for additional documentation. Submitting false claims may result in refusal of the return and restriction of future purchases.

Contact

To start a return or file a claim:

support@vierra-atelier.com
Our team responds Monday to Friday, 9:00 AM – 6:00 PM CET.

Company Information

Vierra is a trading name operated by:

RJ Trading
Pernambucolaan 15, Overveen, Noord-Holland, 2051LV, The Netherlands
Company registration number: 95303790
VAT number: NL867079666B01
Website: www.vierra-atelier.com
Email: support@vierra-atelier.com