Refund policy

VIIENNE RETURN & REFUND POLICY
These terms govern the use of this storefront and all digital transactions executed across viiennejewelry.com. Please review this legal framework meticulously prior to finalizing your order allocation. At VIIENNE, maintaining an elite standard of exceptional quality assurance and client satisfaction remains our absolute mandate.
Every custom piece undergoes multi-stage technical quality control evaluation and authentication by our inspection team prior to dispatch. Clients are required to verify all sizing selections, precious metal options, and legal delivery details accurately before processing their transaction.
1. ORDER CONFIRMATION & MODIFICATION
  • Final Authorization: All order allocations processed on this website are subject to final architectural approval and corporate acceptance by the VIIENNE Fulfillment Department.
  • Processing Windows: An automated confirmation invoice is transmitted directly to your secure email upon completion of checkout. Due to the high-velocity nature of our luxury supply chain, orders cannot be cancelled, altered, or modified once processing has commenced or tracking has been generated.
2. COMPLIANCE & ELIGIBILITY FOR RETURNS
We stand firmly behind the structural integrity of our certified fine jewelry designs. If you require a return, VIIENNE accepts return shipments within thirty (30) days of the verified carrier delivery date, subject strictly to the conditions detailed below:
  • Strict Finality Window: No return requests, claims, or refund allocations will be recognized or accepted under any circumstances after thirty (30) calendar days from the confirmed delivery date.
  • Condition Mandate: Items submitted for return must be in absolute pristine, un-worn, un-altered condition, complete with original premium packaging, custom boxes, display inserts, and matching trackable GRA Laboratory Authenticity Certificates. VIIENNE does not accept items that have been worn, damaged, scratched, or altered in any manner.
  • Prior Authorization: Unsolicited packages returned to our distribution centers without prior written corporate validation and a designated Return Merchandise Authorization (RMA) tracking file will be rejected and returned to sender at the purchaser's expense.
3. EXCLUSIONS FROM REFUND RESTRICTIONS
Refund allocations are strictly unavailable under the following operational circumstances:
  • Purchaser Logistics Errors: In the event that a shipment fails to arrive due to factors within the buyer's control (including, but not limited to, providing an inaccurate, incomplete, or un-forwardable shipping address at checkout).
  • Missing Carrier Allocations: An automated tracking confirmation notification is dispatched immediately upon secure courier delivery. If a parcel is marked as successfully delivered by the courier but is not physically present, the client must notify our support team within ten (10) calendar days. VIIENNE assumes zero legal liability for missing, lost, or misplaced parcels after ten (10) days post-delivery.
  • Transit Hold Constraints: Cancellations, chargebacks, and refund distributions are entirely unavailable while a parcel is actively being processed, held by global customs, or in transit via our secure insured courier network.
4. THE LUXURY LOGISTICS PROCESS
To initiate an authorized luxury return file, follow this precise corporate protocol:
  1. Contact our private support network directly via email at support@viiennejewelry.com. State your custom invoice number, specific item details, and formal reason for the request. Our administrative team will respond with a verified update within twenty-four (24) business hours.
  2. Upon receiving authorized shipping documentation and return depot routing instructions from our office, package the un-worn item securely in its complete, original protective architecture.
  3. Dispatch the parcel through your local postal provider or insured carrier. VIIENNE does not offer Freight-To-Collect (FTC) logistics. All return transport freight handling fees, carrier surcharges, and secondary tracking insurance costs are the sole financial responsibility of the client.
  4. The original premium shipping fees and transit courier insurance allocations paid during initial checkout are strictly non-refundable.
5. DISTRIBUTION LOGISTICS & ROUTING
  • Unauthorized Addresses: Do not send your return parcel to the origin address printed on your receiving shipping label. That location represents a secure third-party fulfillment point and cannot process consumer returns. Doing so will permanently void your claim eligibility.
  • Receiver Refusal Surcharges: In accordance with luxury asset asset management guidelines, if a purchaser flatly refuses to accept a secure parcel delivery from the carrier for any reason, VIIENNE is legally entitled to a fifty percent (50%) corporate handling and restocking fee deducted directly from the total gross purchase invoice amount.
6. EXCHANGE SPECIFICATIONS
VIIENNE operates on an exclusive, low-volume release cadence and does not facilitate standard product exchange services. If you require a different width, alternative length, or separate precious metal allocation, please complete an authorized return for a credit return and process a fresh transaction through our active direct-to-product showroom.
For all active logistical inquiries, please contact our support department directly via email at support@viiennejewelry.com.