Frequently Asked Questions (FAQ)

Feel free to browse all of our questions and answers, if you can't find what you're looking for contact us at support@vigveg.com Our customer support team is happy to help! 

Orders & Shipping

How much does shipping cost?

All personal orders are shipped free of charge worldwide and are tracked. For all business purchases, you are responsible for paying the international shipping charges charged by the carrier according to weight (air freight) or space occupied (sea freight), and these are also trackable.

How to buy for business?

Buying for business is very simple:

1. Add to cart and pay for everything you want to buy. 
2. Within 72 hours, we process, pack, and weigh your order.
   
3. We send you a photo of the weight and air freight of the package or sea freight if you prefer.
   
4. Pay for international shipping.
   
5. We will send you your order and the tracking code to your email address when it is made available to us by the carrier.

Will I be charged customs duties and taxes?

With our free worldwide shipping on personal orders, all duties and taxes are covered! We can guarantee that there are no additional fees. However, for all business purchases, depending on your country's customs laws, you may be charged taxes by the customs agency in charge. 

What are the estimated delivery times?

You can find our estimated delivery times here!

Where do you ship to?

We currently ship to the United Kingdom, United States, Australia, Canada, Europe, and most of the world. At this time, we are unable to ship to Russia, French Polynesia, and China.

What is your ordering and shipping process?

Shipping for business orders is calculated based on your location and the weight of the items in your order. You will always know the shipping price after we pack and weigh your products. Shipping for personal orders is free worldwide.

How can I track the status of my order?

You can track the status of your order as soon as you place it on our tracking page by entering your order number and email address. You can find the order number in your account and/or in the order confirmation email. After entering the details, you will see the following: Ordered > Processing > Order ready > In transit > Delivering > Delivered.

Track the status of your order here.

Can I cancel or change my order?

Our team works very efficiently and quickly to process orders. We cannot guarantee any cancellations or changes to your order once it has been placed. If you have an incorrect delivery address, please contact us at support@vigveg.com.

I am having trouble placing an order

The first useful tip is to check that your connection is optimized. If it is not, waiting a little longer for your cart/page to load and process your order may be the solution.

If that doesn't work, we recommend trying the following steps:

• Use another browser or device.
  
• Make sure your card is enabled for international payments.
  
• Try another payment method or contact your bank.
  

Don't hesitate to contact us at support@vigveg.com if you are still experiencing problems.

My order is late, when will I receive it?

Although we can assure you that this does not happen often, we are very sorry for the delay! Although we trust our shipping partners to provide the most efficient services, unforeseen circumstances may arise.

If your order is considered delayed: Please consider possible shipping delays. VIGVEG is not responsible for packages lost or stolen due to customer error or negligence. To begin with, we suggest you check that your delivery address is correct. We have found that small details such as house/door number, street, and zip code can sometimes be overlooked.

After confirming your address, if your order is more than 30 days old, please contact us at support@vigveg.com and we will do our best to assist you in any way we can.

My order is marked as delivered, but I can't find it.

We sincerely apologize for this inconvenience! Although we rely on our shipping partners to provide the best delivery services, on rare occasions, unforeseen circumstances may occur.

If your order is marked as “Delivered”: We recommend that you search the areas surrounding the delivery address and contact your neighbors. After waiting a minimum of three business days for any developments, we suggest that you file a complaint directly with your local public postal service, as it may have been delivered there. If you still haven't received your order, please contact us within 7 business days at support@vigveg.com and we will assist you through every step of the process. 

There is a missing or incorrect item in my order.

If you have received the wrong item or if an item is missing from your order, please contact us at support@vigveg.com to file a complaint within 3 business days of receiving your order, including the order number, a photo of the items you received, and the shipping label. Our team will investigate the case with our packaging team and our shipping partners. 

I did not receive confirmation of my order.

We are sorry to hear that! In this case, it is likely that an incorrect email address was entered. Please contact us at support@vigveg.com and we will help you locate your order. Be sure to include your full name, shipping address, and phone number associated with your order.

Returns & Exchanges

What is your return and exchange policy?

You can find our return and exchange policy here!

How can I initiate a return?

If you are eligible after reviewing our return and exchange policy, please contact us at support@vigveg.com with the information below and we will assist you with the necessary steps.

• Order number;
  
• Item(s) you wish to return or exchange.

How can I return a gift?

Gifts can be exchanged for store credit. If you are eligible after reviewing our return and exchange policy, please contact us at support@vigveg.com with the information below and we will assist you with the necessary steps:

• Customer email;
  
• Order number;
  
• Item(s) you wish to exchange.

How much does return shipping cost?

Please note that while we are happy to refund or exchange for store credit, we do not cover the cost of return shipping. You will be responsible for the return shipping costs and for providing a tracking number as proof of return. The return shipping fee is based on the courier service you use (local post office, DHL, etc.) that best suits your needs.

Warranties

Do your products come with warranties?

Here is everything you need to know about your coverage with our product warranty:

If you receive a defective product, you can file a claim at any time within 30 days of the exact date of receipt. Once approved, you will be entitled to a replacement or store credit. 

Jewelry items are only eligible for store credit. Store credit will be calculated based on the promotional discount applied to the item. Be sure to keep all previously damaged items with you for future warranty claims. Your item must have been purchased from vigveg.com. Mystery products and gifts are not covered by our warranty. VIGVEG reserves the right to refuse any warranty claim.

Coverage includes:

• Significant problems with gold or silver color

Does not include:

• Lost jewelry;
  
• Discoloration of pearls;
  
• Normal wear and tear, including minor damage;
• Damage caused by misuse of jewelry or improper storage.

If you are eligible and wish to submit a claim, please contact us at support@vigveg.com with the following information:

• Current shipping address;
  
• Your order number;
  
• Which item is damaged;
  
• A description of the problem;
  
• Clear photographic evidence.

What does the warranty cover for damaged/defective items?

Here is everything you need to know about our warranty for damaged/defective items:

If you have received a defective item or a piece of jewelry has broken due to a manufacturing defect, you have 30 days from the date of delivery of the item(s) to file a claim. Once approved, you will be entitled to a replacement or store credit. Gifted jewelry is only eligible for store credit. Store credit will be calculated according to the promotional discount applied to the item. Please ensure you keep all previously damaged items for future warranty claims. Your item must have been purchased from atoleajewelry.com. Mystery products and gifts are not covered by our warranty. VIGVEG reserves the right to refuse any warranty claim.

Coverage includes:

• Manufacturing defects.

Does not include:

• Lost jewelry;
  
• Normal wear and tear, including minor damage;
  
• Damage caused by misuse of jewelry or improper storage.

If you are eligible and wish to submit a claim, please contact support@vigveg.com with the following information:

• Current shipping address;
  
• Your order number;
  
• Which item is damaged;
  
• A description of the problem;
  
• Photographic evidence plus a video, if necessary (e.g., earring clasps)

Promotions

How does the “Buy 2 Get 1 Free” promotion work?

To take advantage of the “Buy 2 Get 1 Free” promotion, you must add at least 3 products to your cart. There is no minimum purchase required.

It is important to note that bundles count as one (1) item. Any gifts you unlock in your cart are not included in the 3 items.

A limit of one (1) discount may be applied to each order. If a second discount code is applied, our system will select the best offer and the other discount will not be applied.

Don't forget to enter your coupon in the discount box when checking out! You should see that the cheapest item will automatically be zeroed out.

Can I apply multiple promo codes?

A limit of one (1) discount may be applied to each order. If a second discount code is applied, our system will automatically select the best offer and the other discount will not be applied, but in some cases, it will be applied automatically.

How can I receive a free gift?

To ensure you receive our free gifts, a minimum purchase is required. 

Payments

What payment methods do you accept?

We accept payments with Visa, MasterCard, and American Express cards. In addition to major credit cards, we also accept PayPal, Apple Pay, Google Pay, and Shop Pay.

When you select PayPal as your payment option at checkout, you will be directed to the PayPal website to log in and verify the amount before clicking “Pay Now.” Once the transaction is complete, you will be redirected back to vigveg.com.

How can I change the currency?

In the upper left or lower left corner of the website, you have the option to convert the currency, and everything is converted from our main currency, which is the US Dollar ($), since our headquarters are located in the United States. A pop-up window should also appear allowing you to easily change the currency, or it will be changed automatically when you access our store.

My payment was not accepted!

In this case, we recommend that you try the following actions:

• Use another browser or device;
  
• Make sure your card is enabled for international payments;
  
• Try another payment method or contact your bank.

If you have already tried these options, it may be best to try again in a few hours, in case it is an isolated error.

How are refunds processeds?

1. Credit Card 

From the day the return is processed by our customer support team, depending on your bank, it will take around 2-7 business days for the refund amount to appear on your end. 

2. Debit Visa Card

Online purchases made with a Debit Visa Card will be processed as a credit card, and it will take around 2-7 business days for the refund amount to appear on your end. 

3. Paypal

Once a refund has been made back to your PayPal account, you will receive a notification from PayPal. It will take around 2-7 business days for the refund amount to appear on your end. 

Account

I can't log in to my account

It's best to try our forgot password option on the login page. You will need to enter your email and a set of instructions will be sent to your inbox. Follow the password reset instructions to create a new password.

If you didn't receive the password reset instructions, it might help to check your spam.

If you don't recall the email associated with your account, please reach out to us at support@vigveg.com with your full name and shipping address. We can you assist in locating your account.