Customer Care

We want every part of your Viviana D'Ontañón experience to feel clear and considered. Below you will find information about shipping, in-store pickup, returns, final-sale items, warranties, repairs, and jewelry care.

Last updated: September 6, 2026

Shipping

When will my order ship?

Orders are processed Monday through Friday. Please allow 1–3 business days for processing before shipment. During sales, holidays, or periods of high order volume, processing may take 7–14 business days. Orders placed after 12:00 PM on Friday begin processing on the next business day.

How will I receive tracking information?

Domestic orders are shipped through USPS. Once your order has been processed for shipment, you will receive an email with tracking information. Shipping charges are calculated at checkout.

Can I change my shipping address?

Please review your shipping address carefully before placing your order. If you need to request a correction, contact us as soon as possible at customerservice@vivianadontanon.com. We cannot guarantee that an address can be changed after an order has entered processing or has shipped.

What if my package is delayed, lost, stolen, or damaged in transit?

If your tracking information shows a delay or delivery issue, contact the carrier and email us at customerservice@vivianadontanon.com with your order number. We will review the available tracking information and assist with the next appropriate step. Nothing in this section limits any rights or remedies available under applicable law.

In-Store Pickup

When will my order be ready?

Please allow 1–2 business days for processing. We will email you as soon as your order is ready. Please wait for your Ready for Pickup email before visiting the store.

Where and when can I pick up my order?

Pickup is available at 418 Avenida José De Diego, San Juan, PR 00920, Tuesday through Saturday from 10:00 AM to 6:00 PM. Please bring your Ready for Pickup email or order confirmation.

How long will you hold my order?

We will hold your order for 7 calendar days beginning on the date your Ready for Pickup email is sent. The email will include your exact pickup deadline. If the deadline falls on a day the store is closed, it will be extended through the next regular pickup day.

What happens if I do not pick up my order?

If your order is not picked up by the deadline, it will be automatically cancelled. The full amount paid will be issued as store credit to your VDO account, which you can use online or in store.

What happens to final-sale items that are not picked up?

Final-sale items follow the same pickup deadline. If a final-sale item is not picked up by the deadline, the order is cancelled and no store credit or refund is issued for that item, except as required by applicable law. Once picked up, final-sale items cannot be returned or exchanged, except as required by applicable law.

Returns & Exchanges

How long do I have to request a return or exchange?

Eligible items may be returned or exchanged within 30 days after delivery or in-store pickup. Items must be unworn, unused, and returned in their original condition and packaging.

How do I start a return or exchange?

Email customerservice@vivianadontanon.com with the subject line Return — Order #[your order number]. Include the item you wish to return or exchange and the reason for the request. We will provide the next steps if the item is eligible. You can also request a return from your VDO account.

When will I receive my refund?

Eligible refunds are issued after the returned item is received and inspected. Please allow 7–10 business days for the refund to be processed to the original payment method. Your financial institution may require additional time to post the credit.

Are shipping charges refundable?

Original shipping and handling charges and return-shipping costs are not refundable unless the item was damaged, incorrect, or a refund is otherwise required by applicable law.

Order Changes & Cancellations

We accept cancellation requests within 24 hours after an order is placed or before the order enters processing, whichever occurs first. Contact customerservice@vivianadontanon.com as soon as possible. We cannot guarantee cancellation after processing has begun.

Once an order has shipped, it can no longer be cancelled and must follow the applicable return process after delivery.

Final Sale

Items in the SALE section are final sale and are not eligible for returns or exchanges.

Final-sale restrictions do not limit remedies for items that arrive damaged, defective, incorrect, or materially different from their description, or any other rights available under applicable law.

Damaged or Incorrect Items

If an item arrives damaged, defective, or incorrect, email customerservice@vivianadontanon.com as soon as possible with the subject line Order Issue — Order #[your order number]. Include a description and clear photographs of the item and packaging so we can review the issue and provide the appropriate next step.

Warranty & Repairs

What does the limited warranty cover?

Current-collection Viviana D'Ontañón jewelry includes a 30-day limited warranty against manufacturing defects, beginning on the delivery or pickup date. The warranty does not cover normal wear, accidental damage, improper care, or damage caused by water, moisture, chemicals, cosmetics, or misuse.

This limited warranty is in addition to, and does not replace or restrict, rights and remedies available under applicable law.

Can my jewelry be repaired?

After the limited-warranty period, eligible pieces may be reviewed for repair depending on their condition and the availability of components. Email customerservice@vivianadontanon.com with photographs and a description of the issue. If a repair is available, we will provide a quote and instructions before any work begins.

Unless the repair is covered by the warranty or required by applicable law, the customer is responsible for shipping and repair costs.

Jewelry Care

To preserve the appearance of your jewelry:

• Avoid continuous or excessive exposure to water, heat, humidity, perfume, cosmetics, lotions, household chemicals, and cleaning products.
• Remove jewelry before bathing, swimming, exercising, or sleeping.
• Store pieces separately in a clean, dry place.
• Gently wipe jewelry with a soft, dry cloth after wear.

Need Help?

Email customerservice@vivianadontanon.com or call 787.706.1948 during regular store hours. Please include your order number when contacting us about an order.

Nothing in this policy limits any rights or remedies available under applicable law.