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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.

 

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).

 

WARRANTY

For warranty inquiries, please email customerservice@vivianadontanon.com. 

For warranty claims, the client must provide the original receipt.

If the item is missing important pieces like; crystals or pendants, the item will not qualify for warranty. 

If the item was purchased within 90 days and we have confirmed it can be repaired.The repair will have no charge. 

Every item will have to be evaluated for final warranty approval.

If you have any questions, you can contact us at customerservice@vivianadontanon.com

 

REPAIRS

For all repair inquiries, please email customerservice@vivianadontanon.com. 

Please include your name, proof of purchase, and a photo with a description of the damage to help us provide a better and quicker service.

Due to our one of a kind and delicate pieces, we can’t guarantee that all repairs will be accepted.

All repairs will be completed within four to eight weeks, counting once we receive the item. 

We reserve the right to deny unreasonable repairs, returns, and exchanges.

 

CARE POLICY

Each piece of Viviana D’ Ontañón Jewelry is hand-crafted. The line is well known for its amazing quality and durability of our gold filled chains. Although, excessive heat and moisture will slowly deteriorate the quality and plating of the metal.



 

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