Frequently Asked Questions
Find answers to your questions about manufacturing, dropshipping, shipping, and more.
Frequently Asked Questions
Product & Materials
What materials are your jewelry made from? Is it hypoallergenic?
What materials are your jewelry made from? Is it hypoallergenic?
Our jewelry is crafted from high-quality, skin-friendly materials, including 316L stainless steel, 18K gold plating, premium zirconia, and natural pearls. Each piece is nickel-free, lead-free, and designed with hypoallergenic comfort in mind, making it suitable for sensitive skin.
Our stainless steel collections offer excellent durability, corrosion resistance, and everyday comfort, while our gold-plated designs feature a protective anti-tarnish finish for long-lasting shine. For those with extremely sensitive skin, we recommend a simple patch test before extended wear.
What size options are available for necklaces and bracelets? Are they adjustable?
What size options are available for necklaces and bracelets? Are they adjustable?
Our standard necklace length is 16–18 inches, with a 2-inch extender for a comfortable and versatile fit. Bracelet lengths are typically 6–7 inches, featuring a 1-inch extender for easy adjustment and everyday comfort.
Ring sizes follow US standard measurements. Please refer to the product page for a detailed size chart and measuring guide. If you need assistance, our team is always available to help you choose the right fit.
Will the actual jewelry match the product photos?
Will the actual jewelry match the product photos?
All VIVA VORA product photos are captured in natural lighting with minimal editing to accurately showcase the true colors, details, and shine of each piece. Slight variations may occur due to different screen settings, brightness, or display conditions, which is normal for online purchases.
Every jewelry piece is carefully crafted to deliver the quality and appearance represented in our product images.
Will the jewelry tarnish or fade over time?
Will the jewelry tarnish or fade over time?
For gold-plated and stainless steel jewelry, our advanced plating process helps maintain long-lasting color and shine. To further extend the lifespan of your pieces, we recommend storing them in a sealed bag or protective pouch when not in use.
Is it in stock, and when will it ship?
Is it in stock, and when will it ship?
Items marked “Add to Cart” are in stock and typically ship within 48 business hours. Please note that weekends and holidays may extend processing time by approximately one additional day.
Pre-order items will display the estimated shipping date clearly on the product page. Stock availability can be checked anytime through the product page or your order details.
Order & Shipping
What shipping methods are available, and what is the delivery time?
What shipping methods are available, and what is the delivery time?
US domestic orders are shipped via trusted carriers such as USPS or UPS. Standard orders are assigned the most suitable carrier based on efficiency and reliability. A tracking number will be sent to your email once your order has been shipped.
Estimated delivery times:
- US & UK: 6–10 business days after shipment
- Europe: 8–12 business days after shipment
- International B2B orders: 15–30 business days (excluding customs clearance time)
If any shipping delays occur, please provide your order number and our team will promptly assist with tracking and resolution.
Tracking updates are typically available within 24 hours after shipment through your Shopify account under “Orders.”
Can I update my address or cancel an order?
Can I update my address or cancel an order?
You may update your shipping address or cancel your order free of charge as long as it has not been shipped. Changes can be made directly through the “My Orders” section in your Shopify account.
Once an order has been marked as “Shipped,” we are unable to modify the address or process cancellations. If a delivered package is refused, any return shipping costs will be the customer’s responsibility.
What should I do if my order arrives damaged or incomplete?
What should I do if my order arrives damaged or incomplete?
We’re sorry for the inconvenience. If your order arrives damaged or with missing items, please contact us within 24 hours of delivery and provide your order number, clear photos of the package and items, and the shipping label.
Our team will review your request promptly and provide a suitable solution, including a free replacement or full refund when applicable. Please note that requests submitted after 24 hours may not be eligible for guaranteed resolution.
Returns & Warranty
What is your return and refund policy?
What is your return and refund policy?
We offer a 7-day free return policy for unused and resellable items. Returned products must be unworn, in original condition, with tags, packaging, and no scratches or signs of wear.
Custom, engraved, and personalized jewelry items are non-returnable unless a manufacturing defect is confirmed. Quality-related issues are covered under our warranty, and we will cover return shipping costs for eligible defective items.
How do I return an item? Who covers return shipping?
How do I return an item? Who covers return shipping?
Return process:
Submit a return request through your Shopify account → Wait for approval → Ship the item back using the provided return label → Once our warehouse completes the inspection, we will process your refund or exchange.
Return shipping responsibility:
- Defective or quality-related issues: We cover 100% of eligible return shipping costs. If you pay upfront, we will reimburse the approved shipping expenses.
- Change of mind, incorrect size, or personal preference: Return shipping costs are the customer’s responsibility.
When will I receive my refund?
When will I receive my refund?
We process refunds within 24 hours after the returned item is received and inspected by our warehouse. Refunds will be issued to the original payment method.
- Credit Card / PayPal: 1–3 business days
- Other payment methods: 3–7 business days (depending on your bank’s processing time)
What should I do if my jewelry breaks or has a quality issue?
What should I do if my jewelry breaks or has a quality issue?
We cover manufacturing defects for 30 days after delivery, including issues such as broken chains, missing stones, or peeling plating. This coverage does not apply to accidental damage or improper use.
To request support, please provide your order number and clear photos of the issue. Our team will review your case and provide a suitable solution, including a free repair, replacement, or full refund when applicable.
Damage caused by improper wear, exposure to water or chemicals, or accidental drops is not covered under warranty. However, we are happy to offer affordable repair options when available.
Payment & Discounts
What payment options are available for wholesale orders?
What payment options are available for wholesale orders?
We accept major payment methods, including Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. All transactions are securely processed through Shopify’s protected checkout with encryption technology to keep your payment information safe.
Do you offer wholesale discounts or special promotions?
Do you offer wholesale discounts or special promotions?
New customers can enjoy a welcome discount of [10% off / $5 off] by signing up through our homepage. We also offer seasonal promotions, sitewide sales, and bundle discounts throughout the year.
Please note that discount codes cannot be combined, and most promotions exclude clearance items. Any eligible automatic discounts will be applied at checkout.
Do you provide receipts or invoices?
Do you provide receipts or invoices?
Yes. A digital order receipt or invoice is automatically sent to your email after purchase.
For detailed business invoices, please contact our support team with your order details. We will prepare and send the invoice within 24 hours.
Jewelry Care & Extra
How do I care for my jewelry to extend its lifespan?
How do I care for my jewelry to extend its lifespan?
Simple care tips to maintain long-lasting shine:
1、Remove your jewelry before showering, swimming, exercising, or sleeping.
2、Avoid direct contact with perfumes, hairsprays, lotions, and household cleaning products.
3、Gently wipe each piece with a soft polishing cloth before storage.
4、Store jewelry in a sealed pouch or jewelry box to prevent scratches and maintain its finish.
5、Avoid using harsh chemicals or abrasive cleaners, especially on sterling silver and plated jewelry.
Do you offer custom jewelry and engraving services?
Do you offer custom jewelry and engraving services?
We offer custom engraving and select custom design options for eligible styles. Custom orders typically require 12–30 business days for production, depending on the design and order requirements.
Please contact our support team to discuss design details, pricing, and customization options. As custom-made pieces are produced specifically for each order, they are non-returnable unless a manufacturing defect is confirmed. Please review and confirm all details before production begins.
How can I quickly reach your support team?
How can I quickly reach your support team?
Click the “Talk to Live Agent” button in the quick menu, or type “agent,” “live help,” or “human” in the chat window to connect with our support team during business hours.
If we’re offline, simply leave your order number and email address, and we’ll get back to you within 24 hours.
