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 and exchanges, and our warranty.

Last updated: September 10, 2026

Shipping

Processing and Shipping

All domestic orders are shipped via USPS. Please allow 1–2 business days for processing before shipment. Processing may take longer during sales, holidays, or other periods of high order volume.

Once your order has been processed, you will receive a confirmation email with tracking information. Please allow time for the carrier’s tracking system to update. Processing time is separate from delivery time, which varies depending on the destination and shipping service selected. Once an order has been transferred to the carrier, transit times may be affected by circumstances outside our control.

Please review your shipping address carefully before placing your order, as address changes cannot be guaranteed once an order has been processed or shipped.

Lost Packages

VDO is not responsible for lost and/or stolen packages. Customers must contact USPS directly regarding any shipping or delivery issues using the tracking number provided in the shipping confirmation email.

International Orders

International orders may be subject to customs duties, taxes, and other import fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in the item price or shipping cost.

If an international shipment is refused or returned due to unpaid import charges, any refund issued will be reduced by the original shipping cost and any return shipping charges, duties, taxes, or other fees incurred by VDO.

In-Store Pickup

Pickup is available Tuesday through Saturday from 10:00 AM to 6:00 PM.

Please allow 1–2 business days for your order to be processed. Once your order is ready, you will receive an email with pickup instructions and your pickup deadline.

We will hold your order for seven calendar days. If the deadline falls on a day when the store is closed, it will be extended to the next regular pickup day.

Orders not collected by the stated deadline will be automatically cancelled. The total amount paid will be issued as store credit, which may be used toward future purchases online or in store.

Returns & Exchanges

Return window

Eligible items may be returned or exchanged within 14 days of receiving your purchase.

Products must be returned in original condition for the return to be processed.

FINAL SALE items are not eligible for returns or exchanges.

How to Request a Return

Online Orders

To start a return, sign in to your VDO account or open your order in the Shop app. Choose the item you want to return and submit your request. Once your request has been reviewed, you will receive an email with the next steps.

If your item arrived damaged, defective, or incorrect, please email customerservice@vivianadontanon.com within 7 days of delivery or in-store pickup, with your order number and clear photos so our Customer Service team can resolve the issue as quickly as possible.

In-Store Purchases

Purchases made at our store must be returned in person with the original receipt or order confirmation.

Refunds

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.

Original shipping and handling charges and return-shipping costs are not refundable unless the item was damaged or incorrect.

Warranty

We believe in the quality and craftsmanship of every Viviana D’Ontañón piece. For that reason, our jewelry is protected by a 90-day limited warranty against manufacturing defects, beginning on the date your order is delivered or picked up.

This warranty does not cover the natural signs of wear, accidental damage, improper care, misuse, alterations, or damage caused by exposure to water, moisture, chemicals, perfumes, lotions, or cosmetics.

If your piece is covered by the warranty, we will take care of it at no additional cost.

To request a warranty evaluation, please contact us with your order information and clear photographs of the piece.