At Vianora, we want you to love every piece you receive. Each order is carefully inspected and packed before dispatch. However, if you receive an incorrect or damaged product, we’re here to help.
Please read the following policy carefully before requesting a return or refund.
We accept return requests only in the following situations:
You received a damaged or defective product.
You received a wrong product that does not match your order.
Your order is missing an item.
Return requests must be raised within 48 hours of delivery.
To help us verify the issue, you must provide clear photographs and/or an unboxing video showing the package, shipping label, packaging, and the product received.
If your jewellery arrives damaged, please:
Take clear photographs of the outer packaging and the damaged product.
If possible, provide an unboxing video showing the condition of the package when opened.
Contact Vianora within 48 hours of delivery with your order number and supporting photos/videos.
Once the issue is reviewed and approved, Vianora may provide a replacement or refund, depending on product availability and the nature of the issue.
Please do not discard the original packaging until your claim has been resolved.
If you receive a product different from the one you ordered, please contact us within 48 hours of delivery.
After verification, we will arrange the appropriate resolution, which may include a replacement with the correct product or a refund.
Vianora will bear the applicable return shipping cost for products incorrectly sent by us.
For hygiene and quality-control reasons, jewellery that has been worn, used, altered, damaged, or exposed to water, perfume, cosmetics, chemicals, or other substances is not eligible for return or refund.
Products must be returned in their original, unused condition with all original packaging intact.
Simply changing your mind about a purchase, choosing the wrong size, or no longer wanting the product does not qualify for a return unless otherwise approved by Vianora.
For an eligible return, the product must be returned with:
Original jewellery packaging
Original tags, if applicable
Any cards or accessories included with the order
The product in unused and resalable condition
Returns received without the original packaging or with signs of use or damage may be rejected.
The following are not eligible for return or refund:
Jewellery that has been worn or used
Products damaged after delivery due to improper handling or use
Products exposed to chemicals, perfumes, cosmetics, chlorine, or other substances
Products that have been altered, resized, repaired, or modified
Products returned without their original packaging
Products showing signs of wear, scratches, tarnishing, or damage caused after delivery
Returns requested after 48 hours of delivery
Orders where the customer simply changes their mind
Products purchased during a sale or special promotion, unless the product is received damaged, defective, or incorrect
Once your return request is approved and the product has been received and inspected, we will initiate the applicable refund.
Approved refunds will generally be processed within 5–7 business days after the returned product passes our quality inspection.
The refund will be made to the original payment method, subject to the payment provider's processing timelines.
Original shipping charges, where applicable, may not be refundable unless the return is due to an error on Vianora's part or the product was received damaged/incorrect.
Where applicable, Vianora may offer a replacement instead of a refund.
Replacement requests are subject to product availability. If the same product is unavailable, we may offer an alternative resolution or refund.
If the return is due to a product being received damaged, defective, or incorrect, Vianora will arrange or reimburse the applicable return shipping, subject to verification.
For issues caused by customer handling or requests that do not qualify under this policy, return shipping will not be covered by Vianora.
All returned products are inspected before a refund or replacement is approved.
If the returned product does not meet the eligibility requirements stated in this policy, Vianora reserves the right to reject the return and send the product back to the customer.
To request a return or report an issue with your order, please contact us within 48 hours of delivery with:
Order number
Name used for the order
Description of the issue
Clear photographs of the product
Photographs of the packaging and shipping label
Unboxing video, if available
Our team will review the request and respond with the next steps.
Please inspect your order as soon as it is delivered. Claims raised after the 48-hour return window may not be accepted.
Vianora reserves the right to determine the eligibility of a return or refund based on the condition of the product and the information provided.
Thank you for choosing Vianora. ♡