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POLICIES

CUSTOMER SERVICE HOURS
Monday to Friday from 9:00AM to 4:00PM

GENERAL SHIPPING INFORMATION

All orders are processed and shipped Monday through Friday from 9.00AM to 12.00PM.  

All orders placed after 12.00PM on Friday will be processed the next business day. 

Please allow 2 - 3 business days for your order to be processed and shipped. 

During high seasons or sales events it may take 5 - 7 business days to ship. 

We offer free shipping for all orders $30 or higher via USPS, using the code FREESHIPPING. Excludes sale items.

We ship anywhere in the United States and most International countries. 

All orders are shipped from our offices in Puerto Rico.

 

IN STORE PICKUP

It's free! Select IN STORE PICKUP as a shipping method. Please allow 24 hours to process the order (Sale events and Holidays could cause a delay). All orders must be picked up within 7 days. 

For special requests please contact us first via email: customerservice@vivianadontanon.com

Location:

418 Avenida Jose de Diego,

San Juan, Puerto Rico, 00920 

 

 

SHIPPING PROCESS

Once your order is placed, you will receive an email notification for:

  1. Your package’s tracking number
  2. Your package is out for delivery
  3. Your package has arrived

If you haven't received a shipping notification for your order after 7 days (of your order being placed), please contact us via customerservice@vivianadontanon.com.

If you have any questions about the payment or shipment of your order, you can also contact us at customerservice@vivianadontanon.com

 

PACKAGES STOLEN, DAMAGE OR LOST

We understand that having a package stolen or lost can be upsetting, unfortunately Viviana D’ Ontañón LLC. cannot be held responsible.

Please ensure your address is correct. Incorrect addresses can cause lost packages.

If a package has been delivered to the shipping address that you provided at checkout, we are not responsible if the package is lost or stolen after delivery.

If your package is lost in transit, which is very unusual, this is the carrier's responsibility. In this case you should reach out to USPS directly.

 

RETURNS

We accept returns or exchanges for unworn jewelry as long as the request is made within 7 days of delivery.

We are unable to refund any shipping or handling fees related to your purchase or return. 

Please email customerservice@vivianadontanon.com for all return and exchange requests. Please title the subject of your email either “Return” or “Exchange” followed by your order number.

 

SALE ITEMS

All purchased items from the SALE section is FINAL SALE and not eligible for return or exchange. 

If you have any doubts or questions about an item before purchasing it, please contact us at customerservice@vivianadontanon.com. 

If you purchase a SALE item and it arrives damaged, contact us right away so we can help you.

 

PROMOTIONAL SALE

Any purchases made during a Flash Sale or using a promotional discount code are eligible to be returned for exchange or store credit only. (This excludes all items in the SALE section).

 

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