Online Yoga

returns & refunds

Received your Viva Valeria gems but aren’t 100% in love? No worries! Find all the deets you need to know.

what is your return policy?

We are so confident in the quality of our product that we have extended our return policy from 30 days to 90 days from your delivery date. 

Items must be returned within 90 days from the day you receive your items in its original packaging. Returns received outside of the above stated timelines are accepted at the discretion of Viva Valeria. All refunds of undamaged and unworn products that have been correctly return, will be credited to the customer via the original method of purchase. 

Unfortunately some items are non returnable. We're unable to accept returns for any pierced jewellery due to hygiene reasons.

Jewellery from the Personalised Edit collection cannot be refunded or exchanged as these are made to order, bespoke products which are made as per specific requirements and cannot be resold due to personalisation.

To avoid disappointment, please check whether an item is returnable or not under the return section of each of the product. For any questions please feel free to contact us.

how do I return?

Received your Viva Valeria gems but aren’t 100% in love? No worries! Here’s what you’ve gotta do:

  • Securely package your item/s in it's original box.

  • Attach a note inside box providing your name, email address used to make the purchase, order number and what items you will be returning.

  • Viva Valeria does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer.​

Send returned goods to address;

 

Office 86940, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK.

 

This address is for returns only, any letters, promotional leaflets, postcards sent here will be rejected.

can I exchange an item?

Unfortunately we are unable to offer an exchange of your order. However you can return an unwanted item to us for a full refund and place a new order for an alternative item.

what do I do if my item is faulty?

In the rare event that goods are delivered faulty or damaged please contact Viva Valeria as soon as possible at vivavaleria@outlook.com so we can arrange a replacement or a refund. 

Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within 90 days after delivery. All items that are returned as faulty will be assessed by Viva Valeria, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. 

what do I do if my personalised jewellery is faulty?

Personalised jewellery that is faulty is also eligible for a full refund. 

In the rare event that goods are delivered faulty or damaged please contact us as soon as possible at vivavaleria@outlook.com so we can arrange a replacement or a full refund. 

Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within 90 days after delivery. All items that are returned as faulty will be assessed by Viva Valeria, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. 

how can I track the status of my return?

We will assess all returns as soon as received it. Once we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.

international returns

When returning an item from overseas, please still make sure to follow the above steps.

Viva Valeria does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer. Therefore we strongly recommend using a secure and tracked service to return the goods to Viva Valeria.

Please take care if a customs declaration form is required, to correctly mark the goods as a 'Returned Item'. This will ensure that no additional customs fees are incurred. In the instance that a item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.

If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant customs or post department before returning the item.