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Due to the time difference, your phone call or e-mail might not be picked up or replied in a timely manner. Therefore, we have prepared more efficient ways for you to process your request. Please Click Here to verify your order and to process the after-sale request.
Regular orders can be cancelled for free within 2 hours after placing the order. Usually, we will ship the package in 2-48 hours after receiving the payment for the items in stock. Therefore, please be sure to submit a cancellation request within 2 hours of placing the order.
You can go to your order page and click “Cancel order”, or you can click the “MY ACCOUNT-Service” option which is on the bottom of our website, then we will send you a link to process your after-sale request through mail. You can also directly submit your cancellation/modification request by clicking the service link in our confirmation email.
Beyond two hours after placing the order, restocking/processing fees will apply to cancellations, even though the order has not been shipped. If the order for customized products needs to be canceled before the shipment,10%-30% of the order amount will be deducted. Orders that already shipped can not be canceled.
（1） If for any reason you are not 100% satisfied with your purchase within 30 days of receipt, you may return any unused merchandise that has not been engraved or customized for a refund, credit or exchange (minus shipping & handling fee). All returned items must be in brand-new condition, unscratched, and with original tags,Gold Certification,Moissanite or Lab Grown Diamond Certification and box attached,otherwise, an extra fee will be charged. If your return is not in a brand new condition, exchanges or refunds will not be accepted.
（2） Requests to return items due to quality issues, damage during shipping, color/style/size/quantity error from us must be accompanied by photos that clearly shows the problem within 3 days after delivery date. In addition, please do keep the item in original condition and avoid further worn or damage.
（3） Merchandise that is damaged or altered in any way by a buyer other than us cannot be returned.
（4） For all returns, please contact our Customer Service. Our Customer Service representatives determine the eligibility for refunds and exchanges once customers have contacted us and explained their reasons for return. Returning packages without prior approval from Customer Service will be rejected or delayed.
（5） We reserve the right to charge a handling fee on all items returned for other reasons.
（6） Please kindly know the return or exchange of any subordinate orders without quality problems are not acceptable.
（7） Return of gold items within 30 days of receipt will generate a 20% handling and production fee of the purchase price. Also, shipping fee and insurance of return will be covered by the customer.
（8） Return of uninsured gold items is not acceptable.
If we shipped you wrong item
You have the option of 1) exchanging it for the correct item, or 2) returning it for a full refund. Customers must confirm their eligibility for an exchange or return with Customer Service before sending items back.
If we shipped you an item in the wrong color
You are eligible for a full refund. (Perceived color difference due to the display settings of your computer monitor are not grounds for a refund.).
If you aren't satisfied with your purchase
You may be eligible for a return or exchange depending on your situation and the type of item involved. If you return the item for refund, the shipping fee for returning the item is on your side, and please kindly notice we will need to deduct the original shipping fee for sending the order, a restocking fee range from $5-$30 will be applied for items that have no original tags、box attached and signs of wearing. Your return could be rejected if the item is damaged for non-quality case. Customized order is not eligible for any return or exchange for non-quality. Any items or accessories lost during the return process will also be deducted from the refund.
It's our responsibility for us to provide effective and convenient return and replacement service to our customers, In order to fulfill 100% customer satisfaction guarantee, we strongly recommend you to read the following content before you return the items.
At the same time, you can send email to "service@vancaro.com" about returning items to VANCARO Return Center.
Please following the steps below to return items:
Step 1: Read Our General Return Policy
Step 2: Submit Your Return Request by email
To initiate a return, please send an email to service@vancaro.com, please ensure your email title include the order number related with the items you want to return, at the same time, please ensure that you will give detailed information about why you want to return the item. In additional, we suggest you use the same email address that you have used to register your account on www.vancaro.com to send us the return request email.
Step 3: Return Case Review
Once we received your request for return, one of our service agent from customer care will review the case. If necessary, we will request additional information about your order. In most cases, we will accept return request. Normally customer will cover the shipping charge for return if it is not our fault.
Step 4: Return Case Confirmation
We will notify you by email about your return case, and give the return address for you to send the goods back to us; VANCARO accepts no responsibility, regardless of value, for untrackable or uninsured items and cannot complete your return. Be sure to check with your preferred carrier, as USPS, FEDEX and UPS each have different tracking and insurance policies.
Step 5: Customer Send item Back to VANCARO Return Center
Please package the item and send the item back within 7 days，otherwise, the original solution will be invalid. Please use a trackable shipping method like USPS, DHL, FedEx, TNT, EMS, etc., and then update with the order number and tracking number to our service@vancaro.com.
Step 6: We Receive Returned Goods
Normally it will take 5-10 days for your goods returned back to our return center, and we will notify you by email when we receive your goods.
Step 7: When will you receive your refund?
Please allow us 1 working day to process your returned package after our return center receiving it，then we will issue the refund within 3 working days and will update by email. If you paid by credit card, after we issue the refund, generally, you will get the refund within 4 Banking days. If you paid by a non-credit card, after we issue the refund, you will get a refund within 24 hours.
You can also click here to process your request.