Refund policy
We will do what we can to ensure you are satisfied with every purchase.
Please do not hesitate to reach out to info@shopviviangrace.com at any time if you have any issues with your order.
return policy (U.S. Orders)
We will do what we can to ensure you are satisfied with every purchase. Please do not hesitate to reach out to our Customer Service team at any time if you are unhappy with your order. You can reach them by clicking the "Message Us" icon at the bottom of your screen.
Orders placed online can be returned online online. Returns or exchanges must be initiated via the ‘Online Return Form’ within 30 days of receipt of order. Only unworn merchandise in its original packaging is eligible for return. Once your return is approved through the return center, you will be emailed a prepaid shipping label. Customer is responsible for prepaid return shipping fee label of $3.95.
Return Form: https://shopviviangrace.returnscenter.com
All international orders, sale items, items purchased with a coupon, and / or a discount code cannot be refunded or exchanged. All sale items are final sale.
returns
U.S. Orders: For returns, please use our online Returns Center. All returns must be sent to the address above within 30 days of the date you received the item in the same packaging (box & jewelry pouch) and condition. We ask that you add a note in your package stating your name, order number and that you'd like to return the item. Please allow 2-3 business days for processing after the package has been delivered back to us.
International Orders: International orders are final sale and are not able to be returned or exchanged or refused/return-to-sender due to non-payment of import fees/taxes levied by customs.
exchanges
For exchanges, please use our online Returns Center to initiate a return to store credit. All returns must be sent to the address above within 30 days of the date you received it in the same packaging (plastic bag & velvet pouch) and unworn, new condition. We ask that you add a note in your package stating your name and order number. Please allow 2-3 business days for processing your store credit after the package has been delivered back to us. Once you receive the store credit, please re-order the correct item and pay using store credit. Additional shipping fees will apply unless your order is above $100 USD.
custom fine jewelry policy
Due to the nature of custom pieces, custom fine jewelry is final sale and cannot be returned or exchanged. Please contact info@shopviviangrace.com if you have any issues or questions.
partial refunds / special circumstances
There are certain situations where only partial refunds are granted: items with obvious signs of use, any item not in its original condition and packaging, or any item that is damaged or missing parts for reasons not due to our error. If a product arrives broken or damaged, we are happy to send a replacement. However, a photograph as proof of the damage/defect is required and must be reported within 48 hours of order delivery. Only regular priced items may be refunded.
shipping costs
We will not be able to refund the shipping cost as it is directly paid to our providers. For international orders, if your package is unclaimed and is returned back to us, we may refund the amount of the products, but the shipping cost will not be refunded. Vivian Grace is not responsible for any additional shipping costs for returns and exchanges, and we do not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to Vivian Grace.
lost or stolen packages
If a package is lost or damaged in transit, it is the responsibility of the customer to request a claim via USPS, UPS or DHL for international, depending on the shipping method selected at checkout. Vivian Grace is not responsible for lost or stolen packages. Please reach out to us if you have any questions or problems.
shipping policy
Orders typically ship within 1-4 business days. Vivian Grace offers free shipping on orders over $75 for orders shipping within the continental USA. Allow 5-14 business days for all International orders.
All shipping costs are non-refundable.
We are not responsible for customs or import taxes. If a package is refused for reason of no customs payment, the customer is responsible for reaching out to us and attempt to have it delivered again. We will not refund a customer if their order is refused.
