FREQUENTLY ASKED QUESTIONS
FAQ's
Find your answer in minutes rather than waiting as long as 48 hours for a reply.
To be helped as quickly as possible, we strongly suggest browsing the FAQs before writing to us—the most frequent questions, such as "Where is my order?", "When is my order being shipped?", "When will my order arrive?" and "Why did only part of my order arrive?", are already answered on this page. Emailing us about those topics returns the very same answer, so please reach out only for unusual or more complex situations.
Should your question not be answered in the FAQ, feel free to head over to our Contact Us page.
Shipping & Delivery
How long will it take for my jewelry to arrive?
Orders are usually dispatched within 3–5 business days. After dispatch, standard shipping normally arrives in 7–16 business days, and express shipping in 5–8 business days.
Pieces made to order — bespoke designs or birthstone inserts, for example — can take a little longer to leave our facility. Simpler pieces such as initials, charms or birthstones are not treated as made-to-order and follow the usual dispatch window.
We do everything we can to keep delays to a minimum, and we are grateful for your patience.
Where can I find my tracking number?
As soon as your parcel leaves us we email you the tracking number, so it will be waiting in your inbox. You can also sign in to your account on our site at any time to look up the tracking details.
How can I track my order after it's been shipped?
Once your order ships you will get an email containing a tracking number. Head to the ‘Track Order’ page on our website, which forwards you to ParcelsApp; you can also open ParcelsApp directly and type the number in yourself. We are not affiliated with ParcelsApp, but many of our customers find it follows our parcels reliably and makes the journey easy to watch. We try to point you to sites without intrusive advertising, though we cannot promise those platforms will never change. One thing is certain: tracking your order is always free — just avoid clicking ads or popups, and never pay anyone to trace your shipment. Services that charge for it have no connection to us and we earn nothing from them.
Why did I only receive part of my order?
To get your pieces to you as quickly as possible, items can leave from different warehouses. Best sellers, free gifts and a few other items often travel separately from the rest of the order. That usually means you have more than one tracking number, and the remaining pieces will show up in a later delivery — nothing to worry about.
For more on tracking, see the "How can I track my order after it's been shipped?" answer above. If you would like a hand, write to us at contact@veinciaccessories.com and include your order number, name, address or anything else that identifies the order so we can help you fast.
What should I do if my order shows as delivered but I never received it?
Start with a look around your home and the spots where a courier might leave a parcel. It is worth asking family, neighbours or anyone else who could have taken the delivery for you, and your local post office may have extra information as well.
Tracking is sometimes marked delivered a little early, and the package turns up a few days afterwards. If 5 days go by and it still has not reached you, get in touch at contact@veinciaccessories.com. Let us know you have already checked everywhere and include your order number, name, address or any other identifying detail so we can sort it out quickly.
Why is my order tracking not updating?
If the parcel has only just shipped, give the tracking up to 7 days to refresh. Now and then an item is misscanned, or it takes a while to leave the warehouse or be collected by the carrier.
If the package is already moving and the updates stop without explanation, contact us at contact@veinciaccessories.com once 7 days have passed. Include your order number, name, address or any other identifying detail so we can look into it quickly — and if it comes to that, we are glad to send a free replacement.
Can I cancel my order after it was shipped?
Once a parcel is on its way it can no longer be cancelled, unfortunately. We will gladly help you with an exchange or a return as soon as it arrives — just write to contact@veinciaccessories.com with your order number, name, address or any other identifying detail so we can assist you quickly.
Are there additional costs for international shipping?
We ship worldwide with our standard service, so our jewelry can reach you wherever you live. Shoppers everywhere unlock free shipping once the order reaches the threshold — $55 USD, or the equivalent shown in your cart. There are no extra hoops to jump through, whichever country you order from.
What if I provide an incorrect shipping address or my order is rejected upon delivery?
Please make sure your delivery details are correct when you check out. If we spot a mistake before the order leaves us, we will reach out so it can be fixed. Should the parcel be refused on delivery because the address was wrong, we can in some cases send a free replacement.
Double-checking everything before you place the order avoids most problems. If you need a hand, contact us at contact@veinciaccessories.com and include your order number, name, address or any other identifying detail so we can help you quickly.
What is Shipping Protection?
Shipping Protection is available on every order for an extra $3 USD. It covers your purchase if the parcel is lost in transit, damaged, stolen, fails a delivery attempt, or is marked delivered when it never reached you.
Without it we cannot guarantee a refund on orders that tracking shows as delivered but the buyer reports as missing. For complete peace of mind we strongly suggest adding it at checkout.
General Questions
How do I make sure my jewelry fits?
Getting the fit right matters to us. A good part of our pieces is adjustable, so they adapt to you. For the ones that aren't, the exact measurements are listed in the product description. Still not sure? Measure using our sizing guide or write to us and we'll help you pick the right size.
What if the piece I received isn't what I expected?
No problem at all — every order is covered by a 90-day money-back guarantee. Just send us your order number, a photo and a short note about what went wrong. We'll reply with everything you need to send the item back, and you choose between an exchange or a full refund. Your satisfaction comes first.
How does my order help animals in need?
Every purchase supports animal welfare across the world: each month a share of our profits goes to sanctuaries and rehabilitation centers. The more the brand grows, the bigger that contribution becomes — and the more animals receive care and support.
Can I change or cancel my order after checkout?
Plans change, we get it. If you need to edit or cancel an order, email us at contact@veinciaccessories.com within the first hour after placing it. We'll do our best, though our processing times are fast and changes aren't always possible. If the parcel already left, we can still help you with an exchange. Include your order number, name, address or anything else that identifies the order so we can find it quickly.
How can I remove items from my cart?
Just click the bin icon or the remove text at the top right of the item you want to take out. Free gifts unlocked by your cart total can't be removed — but they cost you nothing, so there's no reason to worry. The same goes for the eBook, another free bonus for our customers.
Why was my order marked as delivered right after I placed it?
That usually happens when the order includes a digital item, such as our free styling guide PDF or Shipping Protection. Those are virtual services fulfilled instantly, which can trigger a "delivered" notice by email or in the Shop App. It doesn't mean your physical items arrived — only the digital part is available right away, and it goes straight to your inbox.
Why didn't I get an order confirmation email?
A confirmation email goes out automatically after every purchase. Most of the time it simply landed in the spam or junk folder, so please check there first. It's also possible the address was typed incorrectly at checkout.
If you still can't find it, contact us at contact@veinciaccessories.com. Send your order number (if you have it), name, address or any other detail that identifies you, and we'll confirm the order for you.
What can I do if I'm having trouble placing an order?
If checkout isn't working for you, we can make it simple and send an invoice directly. Just write to contact@veinciaccessories.com with the details below:
- Currency (e.g., USD)
- Product title and variants (list the items, the quantity and the options you want for each one)
- Shipping Protection (tell us if you want it included. More than 70% of our customers add it — for the price, it's an easy call: it covers your order against damage, theft or loss.)
Example:
- Currency: USD
- Adjustable Letter Initial Bracelets
- 1x (White / A)
- 1x (Black / B)
- 1x (Pink / C)
- I want shipping protection.
What if I added a product to my order by accident (accepted upsell)?
It works the same way as editing or cancelling an order. Email us at contact@veinciaccessories.com within the first hour after checkout. We'll try our best, but our processing is fast and it isn't always possible. If the order already shipped, we'll gladly arrange an exchange for you.
Remember to include your order number, name, address or any other identifiable detail so we can sort it out quickly.
How do I use the Bundle app?
Some products come with exclusive offers through the Bundle app, like volume discounts — the more you take, the more you save. Pick how many units you want (1, 2, 3, 4 or more), choose the options for each one (bracelet style, for example) and hit Add to Cart. The discount is applied automatically.
Keep in mind the discounts stack in tiers: buying 6 items, for instance, the first 4 get the "Buy 4" rate and the remaining 2 get the "Buy 2" rate.
What should I do if I don't want the eBook?
The eBook is a free bonus, so if it isn't for you, simply ignore it. There's nothing to download and nothing to cancel — it has no effect on the rest of your order.
How does the lifetime warranty work?
Our lifetime warranty gives you peace of mind on every purchase: any item is replaced once, free of charge. A $10 USD fee applies only to cover shipping, handling, packaging and labor. To open a claim, use the following link: File Warranty Claim.
Why haven't I heard back from support yet?
We're a family-run brand, and our Customer Care team is a small group of people fully dedicated to supporting you. We answer as fast as we can. Sending the same email or form twice doesn't move you up the line — you'll hear from us within 24 to 48 hours. Thank you for your patience.
