FAQ - VY Jewelry

FAQ

Where is your company located?

We live and manufacture in a beautiful town along the coast called Khanom in southern Thailand.

Do you have any retail locations?

We sell online only. You can find our online store also on eBay US and eBay UK.

Are all your products made of sterling silver?

All our jewelry made of 925 sterling silver and provided with a 925 stamp mark.

What kind of stone do you use?

All our Masterpiece designs are set with high-quality genuine stones, as they describe at the item specifics. Some of our jewelry set with cut Cubic Zirconia meets the high-quality standard definition of Cubic Zirconia stones.

How can I find out what is my size?

Follow these steps to find your perfect bracelet size: BRACELET SIZE GUIDE
Follow these steps to find your perfect ring size: RING SIZE GUIDE

What if I ordered the wrong size?

NO problem. Please contact us, and we will provide you with info about a return or replace your item. Buyer needs to pay the costs of shipping back and forth.

* Follow these steps to find your perfect bracelet size: BRACELET SIZE GUIDE
* Follow these steps to find your perfect ring size: RING SIZE GUIDE

How do you measure your bracelet size?

Bracelet length is measured from end to end, not include the length of the tab inside the lock.

The product size I interest is out of stock?

Please contact us, and you will get an update when your size arrived.

How do I make changes after my order was placed?

Since we're committed to shipping your order within two business days, We suggest that you update us for any change as quickly as possible. However, even if you have not provided the update and the shipment has already sent, you can always send the item back and get a full refund.

Which payment methods do you accept?

We accept PayPal and Credit Cards. Clearing of Credit Cards, powered and secured by PayPal. No PayPal account needed for clearance.

How do you secure my payment information?

We take security very seriously and do not process any of your payment information ourselves. PayPal handles all payment related matters.

Will I have to pay customs duties, taxes or other fees?

Usually, our customers don’t need to pay for duties, taxes or any other charges. However, We do not commit for any of our shipment to be free of taxes or duties according to each country’s levying rules.
* Please note, it is the responsibility of the buyer to pay the taxes prescribed by rules of each country, if they will ask to do so.

When will my order despatch?

After your payment verified, it takes up to 48 hours to process and ship your order. Not include weekends or holidays.

Why didn't I get a tracking info?

We update your order with the tracking number within 48h, not including Sunday and Public Holidays in Thailand. If there is a shipping delay of more than two days we update our customers.
* Please make sure to provide your correct email address.
You can always contact us, and We will provide with your tracking number again.

How can I track my shipping?

USA
We sent all orders three times a week to fulfillment warehouse in the US by DHL express, once the shipments arrive in the US, each order will be sent by USPS to our customers.
As soon as We order your shipping label you will get an email with your Tracking number but it will take about five more days from the time you get the Tracking number to the time you can track it at the USPS website.
All process shortens your waiting time for delivery for up to 10 business days.

Worldwide
You can track your shipment at Thailand Post Web Site.
Information about shipping appears in your country post website, as soon as your shipment released from the customs in your country.

What is your delivery time?

We pack and ship your order within 72 hours. Not include weekends or holidays.
Delivery to:
United States - up to 10 business days.
United Kingdom - up to 14 business days.
Europe, Canada, and Australia - 10 to 21 business days.
Middle East - 14 to 28 business days.
Far East - 10 to 18 business days.
Russia - 21 to 35 business days.
Express delivery - 5 to 14 business days.

Why my shipment is a delay?

Sometimes on Holidays or special occasions in Thailand or your country, there may be a load on shipping companies and customs that can lead to a delay in delivery. Unfortunately, We have no control over it!

What if my shipment does not arrive?

We always take full responsibility for your purchase, if your shipment does not arrive within a 14 days after the estimated time, you will receive a full refund and our sincere apology.

Why did I ask to pay for express shipping?

There are a few countries as Canada and most of the South American counters that from our experience with deliveries to these countries it takes almost twice the time for shipments to arrive by standard AIR mail. Paying for Express mail shortens the waiting time to 5 - 10 business days and make sure that you will be a happy customer.

What is your return policy?

We offer an easy, 30-day return policy. If you are not completely satisfied with your purchase, you can return it for a full refund within 30 days of the delivery date. Please contact us before returning your item so we can open a return request and track your shipping. A full refund will complete immediately as the item reaches us. Please note:
* Item must return in a new condition.
* Buyer needs to pay the return shipping fee.
* We do not take any responsibility for the return shipping and recommend you to send your shipment with a tracking number.

Are you also selling wholesale?

We do wholesale deals with a minimum order limit. For more information, You are welcome to contact us through our e-mail: vy@vyjewelry.shop

Still, have any questions?

Please contact us now using our contact page or email us vy@vyjewlry.shop. We will do our best to help.