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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 an order for a 'customized item' or 'personalized item' needs to be canceled or changed before shipment, a deduction of 10%-30% of the order amount may be applied for cancellations, or an extra charge of up to 30% of the order amount may be requested for changes. Orders that already shipped can not be canceled.
Please notice these 2 special items:
1.Customized items: these refer to items that you can select the metal, coating color, gemstone type, color, shape, or ring size etc. according to your personal preferences.
2.Personalized items: these refer to items that have been engraved or have a photo attached to them according to your request.
（1） If for any reason you are not 100% satisfied with your purchase, you may return or exchange any unused merchandise in its original condition within 30 days of receipt. All returned items must be 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 brand-new, exchanges or refunds will not be accepted.
（2） Return of "customized items" within 30 days of receipt will generate a 15%-40% handling fee of the purchase price. In addition, the customer will be responsible for the return shipping cost and insurance.
（3） Return of uninsured gold items is not acceptable.
（4） Personalized items are not eligible for any return or exchange for non-quality.
（5） 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.
（6） Merchandise that is damaged or altered in any way by a buyer other than us cannot be returned.
（7） 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.
（8） We reserve the right to charge a handling fee on all items returned for other reasons.
（9） Please kindly know the return or exchange of any subordinate orders without quality problems are 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
If you return the item for a refund, the freight for return is on your side, and please notice the original freight for shipping the package is non-refundable, a restocking fee ranging from $5-$40 will be applied for items that have no original tags, box attached and signs of wearing. If the return is damaged upon receipt, it may be refused. If any items or accessories are lost during the return, the corresponding refund can not be issued.
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.