Return & Cancellation Policy

15-day return request window

For eligible standard products, you may request a return within 15 days after the order is marked delivered. The item must be unworn, unused, unwashed, unaltered, and undamaged, with its original tags, protective materials, and packaging.

Returns sent without authorization, returned to an unapproved address, or posted after the approved return period may be refused.

Items that cannot be returned

• Personalized, engraved, resized, custom-made, or made-to-order jewelry.
• Final-sale items where this is clearly stated before purchase.
• Items with signs of wear, alteration, damage, missing parts, or missing original packaging.
• Earrings or pierced jewelry that have been worn or whose hygiene seal has been removed.
• Return requests submitted more than 15 days after delivery.

Pearls are natural materials. Small variations in shape, tone, surface, texture, and size are part of their individual character and are not normally considered defects.

Damaged, defective, or incorrect items

If the product arrives damaged, has a confirmed manufacturing defect, or differs from what you ordered, contact us promptly with your order number and clear photographs of the product, packaging, and shipping label. Once confirmed, we will arrange an appropriate replacement, refund, or other solution and cover reasonable return costs where a return is required.

How to request a return

1. Email vivi@vivipearls.com within 15 days of delivery and include your order number and reason for returning.
2. Wait for our approval and authorized return instructions.
3. Pack the item securely with all original materials.
4. Use a tracked shipping service and send us the tracking number.

For preference-based returns, including a change of mind, the customer is responsible for return postage and any related customs charges. Original and expedited shipping charges are not refundable unless the item was incorrect, damaged, or defective due to our error.

Refunds

After the approved return is received and inspected, we will notify you of the result. Eligible refunds are normally initiated to the original payment method within 3–5 business days. Your bank or payment provider may require additional time before the funds appear.

Cancellations and order changes

If you need to cancel or change an order, contact us as soon as possible. We can provide a full cancellation when the order has not entered processing. Once preparation, customization, or production has begun, cancellation or changes may no longer be possible. Orders that have shipped cannot be canceled and must follow the eligible return process after delivery.

Exchanges

We do not currently process direct exchanges. If you would like another style, return the eligible original item and place a separate order for the new piece.