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
When can I expect my jewelry to be delivered?
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.
Our team works hard to hold waiting times down, and your understanding means a lot to us.
Where do I look up the number for tracking my parcel?
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.
Where do I follow my package once it has left your warehouse?
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 has just a portion of my order reached me?
In order to deliver faster, we may dispatch your items from several warehouses. Free gifts, best sellers and some other products frequently ship on their own, apart from everything else you ordered. So you might see multiple tracking numbers, and whatever is still missing will come in a separate parcel later — there is no cause for concern.
Tracking is explained in the answer just above. Still need help? Our team is happy to assist at contact@veinciaccessories.com and include your order number, name, address or anything else that identifies the order so we can help you fast.
My tracking says delivered, yet nothing has arrived. What now?
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 does the status of my parcel stay unchanged?
For a package that left very recently, allow as long as 7 days for tracking details to update. Occasionally a scan gets missed, or the item lingers before it departs our warehouse or gets picked up by the courier.
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.
Is it possible to call off an order that has already 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.
Do overseas deliveries come with any extra charges?
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 happens when I enter the wrong delivery address, or the parcel is refused at the door?
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?
That is completely fine — a 90-day money-back guarantee protects each order. Share your order number along with a picture and a brief description of the issue. Our reply will include all the steps for returning the piece, and you can pick either a swap or a complete refund. We put your happiness first.
In what way does my purchase support animals that need help?
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.
What is the way to take products out of my cart?
Simply press the trash icon or the remove link found in the upper right corner of the product you wish to delete. Complimentary gifts that unlock based on your cart value are locked in — yet since you pay nothing for them, you need not be concerned. Our eBook, also a free extra for shoppers, works the same way.
Why does my order appear as delivered moments after checkout?
This typically occurs if your purchase contains a digital product, like the complimentary styling guide PDF or Shipping Protection. Such virtual items are completed on the spot, and that may send a "delivered" alert through email or the Shop App. Your physical jewelry has not yet arrived; only the digital portion is ready immediately, and it is sent directly to your inbox.
Why didn't I get an order confirmation email?
Every purchase triggers an automatic confirmation email. In most cases it ended up in your junk or spam folder, so take a look there first. Another possibility is that a typo slipped into the email address during 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 are my options when I can't complete 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 name and variants (name each item, how many you need and the choices wanted per item)
- Shipping Protection (let us know when you'd like it added. Over 70% of our customers pick it — given the cost, a simple choice: your order is safeguarded from damage, theft or loss.)
Example:
- Currency: USD
- Adjustable Letter Initial Bracelets
- 1x (White / A)
- 1x (Black / B)
- 1x (Pink / C)
- Please include shipping protection.
What happens when an item landed in my cart by mistake (an upsell I accepted)?
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.
Please give us your order number, name, address or other identifying information, which helps us resolve things fast.
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.
How do I proceed if the eBook isn't something I want?
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?
Each purchase comes with lifetime warranty protection, so you can shop calmly: one replacement of any item is provided at no charge. The only cost is a $10 USD fee, which pays for shipping, handling, packaging and labor. Start a claim through this link: File Warranty Claim.
Why has no reply come from the support team so far?
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.
