Refund policy
Refund & Replacement Policy
Every piece in our shop is personalized and made to order just for you. Because of that, we handle returns a little differently than a typical store. Here's exactly what we cover.
Free replacements
We'll send you a free replacement if your order:
- Arrives damaged or defective
- Has an engraving mistake on our part (for example, the engraving doesn't match what you entered at checkout)
- Is the wrong item or wrong color
- Is confirmed lost in transit by the carrier's tracking
To request a replacement, email us at support@vivavine.shop within 30 days of delivery with your order number and a clear photo of the issue. You don't need to send the item back. If we're unable to make a replacement, we'll issue a full refund to your original payment method instead.
What we can't accept
Because each item is custom-made with your chosen names, we can't accept returns or exchanges for:
- Change of mind
- Spelling or name errors entered by the customer at checkout
- Incorrect shipping addresses entered at checkout
- Normal wear over time
Please double-check your names, color, and shipping address before placing your order.
Changes and cancellations
Need to fix a typo or cancel? Email us as soon as possible. If your order hasn't gone into production yet, we'll happily update or cancel it for a full refund. Once engraving has started, we're unable to make changes or cancel.
Refund timing
Approved refunds are issued to your original payment method. Depending on your bank, it may take 5 to 10 business days for the refund to appear.
Questions?
We're here to help. Reach us anytime at support@vivavine.shop.