Return Policy

24 hs CANCELLATION & 30 DAYS RETURN POLICY

How To Cancel

Please note that the customer will bear all shipping costs returned.
The general order will be fully refunded before the order is shipped out. For personalized/engraved/special order items, any cancellations after 12 hours will incur a corresponding material and processing fee. Please refer to the below details:

  • Less than 12 hours, no fee.
  • Between 12 to 24 hours, a $10 cancellation fee.
  • After 24 hours, a $20 cancellation fee.

Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund.
Please note that on all canceled or changed orders (after 12 hours) of personalized items there is a 30% restocking fee.
Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

 

How To Return

Please note that the customer will bear all shipping costs returned.
We want you to feel comfortable and confident when shopping at ViviRoco, that’s why we offer a 30-day return & exchange policy. If for any reason you're not satisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 30 days from the delivery date. Please inform the customer service team of the reason for your return, and follow the customer service process to return the goods.

 

Returns & Exchanges Address：
Address：Room 408A, Building 3, Xintang Cross-border E-commerce Industrial Park, 1221 Gongxiu Road, Xintang Street, Xiaoshan District, Hangzhou, 311201
杭州市萧山区新塘街道拱秀路1221号新塘跨境电子商务园区3号楼408A室
1.Email Us:  support@viviroco.com
2.Call Us:  1-202-629-9156  
Wroking Time：1AM-10:00AM & 6PM - 12PM, Sun. -Sat. EST

 

Return & Exchange Conditions

  • The customer will bear all shipping costs returned.
  • Items returned without authorization will not be accepted.
  • The time frame for return must not exceed 30 days from when the original order was received.
  • All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
  • When returning items, customers must use a shipping method that has to track it. Return with no tracking will not be processed.
  • "Design your own" items, the stone color, metal, and chain length, etc. chosen based on your personal preference are non-refundable. ViviRocowill charge a 30% restocking fee for the exchange of these items.

  

In which case is the full refund?
(ViviRoco Jewelry is responsible for return postage fees, and replacement fees)
  • If quality problems, please notify us immediately via e-mails and you will receive either a refund of your purchase or an exchange within 30 days. (We will only exchange the item(s) for the same product, or for item(s) of equal or lesser value.)
  • If we sent the wrong order or item(s), you received any broken items, the personalized info is different from what you provided to ViviRoco, or the quality of the products you received is defective. Please contact us via email immediately within 48 hours of signing for the package. You will receive a reply to the purchase refund or exchange and the specific operation process within 24 hours. Otherwise,no returns or exchanges will be accepted after the deadline.

     

    In which case is the partial refund?
    (Customer is responsible for return postage fees, and replacement postage fees.ViviRoco Jewelry does not refund any shipping fees. If customer doesn't arrange the package with the original packaging,will be deducted 20% fee from the refund amount.)
    • The customer ordered the wrong size.
    • If personal reasons due to changed mind, personal taste, ordering numerous personalized items for the purposes of comparison or sizing, or you do not see the detailed description, etc.
    • Personalized items are one-of-a-kind, those returns will incur a 30%restocking fee.

     

    Return Service Procedure:
    To request a return, please contact our customer service. One of our reps will follow up with you via email with instructions. If you require assistance, please email us at： support@viviroco.com
    • If it is a quality issue, please provide an order# and attach clear photos of the items that represent the issue.
    • After we receive the returned order, our Quality Assurance department will inspect and verify the condition of the item.Upon acceptance of your return, a refund will be issued to the original form of payment within 3-7 business days.
    • Any promotional gifts must also be returned with your returned item.
    • The returned item should be kept in its original condition in which you received them in.
    • Return address (Please contact customer service for the return address).
    • Please make sure you provide us the tracking# and receipt after you return.

     

      ViviRoco reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our Customer Service Representatives.
       
      *For further information, you can contact Our Customer Services on:
      Address：Room 408A, Building 3, Xintang Cross-border E-commerce Industrial Park, 1221 Gongxiu Road, Xintang Street, Xiaoshan District, Hangzhou, 311201
      杭州市萧山区新塘街道拱秀路1221号新塘跨境电子商务园区3号楼408A室
      1.Email Us: support@viviroco.com
      2.Call Us:  1-202-629-9156  
      Working Time：1AM-10:00AM & 6PM - 12PM, Sun. -Sat. EST