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Frequently Asked Questions

the answers you need

  • Do you offer promotion codes?
    When you’re skint, you’ve gotta get the most out of your money, right? We know that even we can be a bit out of budget on the wrong side of the month but Viva Valeria promo codes mean you can stock up on all your favourite pieces without breaking the bank. Wanna know our latest delivery offers and promo codes? Well, you’ve come to the right place and with brand new pieces hitting the site every single day, you can add swag to bag for a bit less cash money. ​ Keep checkin’ back on our instagram page or subscribe to the website and we will keep you up-to-date with the newest promo codes so you can get the jewellery you need even when you’re broke AF.
  • Do you offer wholesale?
    Yes we do! Please email to discuss your requirements.
  • PR List/Can I be a Viva influencer?
    We are always looking to work with influencers and collabs. Viva Valeria is actively looking for 3-5 influential women who can share our enthusiasm for the Viva Valeria brand. We’re in the hunt for passionate individuals or businesses that connect with our brand. Please get in touch with us if you are interested, check out our brand ambassador link and apply!
  • How do I know my ring size?
    Check out our ring size page to find out your ring size. Even if you have carefully tried to work out what size ring you need, there's still a chance the ring won't fit exactly as you want it to. If this happens, don't panic. You can easily return within 90 days of purchase and exchange the ring for a different size.
  • Terms of Service
    By disclosing your personal information, including payment information, shipping and billing address, creating an account, and/or clicking "Checkout" or other similar button, you acknowledge that you have read these terms, understand these terms and accept and agree to be bound by them. Eligible items may be returned to us in accordance with the return policy posted on this website. Certain countries may apply tariffs after the package is accepted. We suggest checking with your local post office to find out if that applies to you as Viva Valeria does not cover additional customs fee charges. Viva Valeria is not responsible for errors made by your local post of the delivery company in accordance with our terms and conditions. We do not accept cancellations on personalised items even if they arrive to you after the estimated delivery date. We are not responsible for spelling mistakes made on your behalf, we advise to double check spelling before purchase.
  • Are the stones real diamonds?
    Our main stone type is Cubic Zirconia Stones, which is an excellent alternative to natural gemstones because it is more scratch-resistant for everyday wear. Unlike natural gemstones that are mined from the earth using large machinery, explosives, and unsafe working conditions, lab-created sapphire was developed to be more durable with better optical characteristics than of a diamond while maintaining an ethical standard to protect our environment.
  • How do you secure my payment information?
    This site has a valid certificate, issued by a trusted authority. This means information (such as passwords or credit cards) will be securely sent to this site and cannot be intercepted. We take security very seriously and do not process any of your payment information ourselves. All payment related matters on Viva Valeria are handled by your chosen payment method i.e. PayPal, credit card company, klarna.
  • Can I cancel or amend my order?
    Once your order has been placed, amendments and cancellations cannot be guaranteed. You can request a cancellation via our contact form or send us a dm on our instagram or facebook page, we will attempt to cancel the order before it is dispatched. The sooner the better, we cannot always guarantee to cancel your order, but you can return unworn items within 90 days of delivery for a full refund. ​ If you have entered the incorrect delivery address at checkout, you may not need to cancel your order. Get in touch via our websites contact form or dm us through instagram or facebook with the correct address ASAP and we will do our best to change this for you. Address changes cannot be guaranteed however will be attempted.
  • When will I get my refund?
    We will issue your refund for returned items ASAP. We’ll send you an email as soon as your return has been processed and the funds will take 3-5 working days to reach your account.
  • What are the payment options?
    We have made it easier to pay, we accept credit/debit cards, PayPal, klarna and clearpay. We understand the importance of being able to have options to spend your coins as you wish. In these unprecedented times we have decided to add clearpay and klarna as part of our payment method to ensure you don't miss out on all the latest looks! We offer payments in 4 easy to pay off instalments that are interest free!
  • What is your return policy?
    We want you to feel comfortable and confident when shopping at Viva Valeria, that’s why we offer an easy 30-day return policy. If for any reason you're not satisfied with your purchase, you may return or exchange the unused item in its original packaging. We are so confident in the quality of our product that we have extended our warranty policy from 30 days to 90 days from your delivery date. 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 is personalised or otherwise can’t 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. Please check our returns & refunds page for more information and common questions.
  • Can I return earrings?
    Due to sanitary reasons we do not offer refunds or exchanges on earrings unless faulty.
  • How long do I have to wait for my delivery?
    We aim to deliver parcels 1-3 days from the day its ordered. Depending on your chosen shipping method, most items will take 7-12 days to reach you. A tracking number will be provided with all parcels sent out. Please check our shipping's page for further details on international delivery times.
  • What if my order is lost or stolen in transit?
    In the rare occasion that your parcel is lost or stolen please email us direct to Your order is fully protected, if you do not receive your order, we will issue a full refund back to your payment method. This covers all jewellery including earrings and personalised jewellery.
  • Do I have to pay custom fees?
    You do not pay any customs fees if you are based in the UK. Please check our shipping information if you are based outside of the UK. ​ Personalised jewellery is imported from our manufacturers abroad, we handle all import fees so you don't have to. This way we can guarantee high quality items at an affordable price.
  • My item arrived but it is faulty
    In the unfortunate case that your purchase arrived faulty or defective, please contact us within 48 hours. We aim to make the returns and repair process as swift and painless as possible. If the fault occurs within 90 days of purchase (or delivery) we will always offer you either a repair, exchange or refund. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
  • What's a Pre Order?
    Pre order items gives everyone a chance to purchase our items. We release items for pre order which means you secure your purchase. You pay for your item and then it is dispatched around 3/4weeks of you placing your order. If you order other items that are not on pre order they will all be dispatched together. Please do not place a PRE order if you cannot wait for your item to arrive as once the order has been placed for that item it cannot be cancelled.
  • Are you still open due to COVID19?
    Yes! we are still taking and dispatching orders following recent government guidelines. Please be aware that orders can take 5 working days to dispatch at the moment. We hope you are keeping well and safe during this worrying and challenging time. Please note once dispatched deliveries can take up to 7 working days (excluding weekends) to reach you as shipping services are having delays.
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