VORNEU care
How can we help?
Start with the most common questions below. When an answer depends on your order or destination, send us the details through the contact form.
Frequently asked
Clear answers, before checkout.
Orders & payment
Checkout, confirmation, and changing an order.
When is my order confirmed?
An order is confirmed after the configured payment provider accepts payment and the storefront issues an order reference. Items placed in a bag are not reserved.
Can I change or cancel an order?
Contact support as soon as possible. A change may be possible before fulfilment begins, but it cannot be guaranteed once a parcel is being prepared.
Which currency is used?
Prices follow the selected market. Your bank or payment provider may apply its own conversion rate or fee.
Delivery & returns
Timing, tracking, duties, and draft return guidance.
Where do you deliver?
Supported destinations and available services appear after a delivery country is entered at checkout. A destination shown elsewhere should not be treated as confirmed until it appears there.
Will I receive tracking?
Yes, once fulfilment and email delivery are configured. The tracking link is issued when the parcel is dispatched.
How do returns work?
The current pre-launch draft proposes a 30-day window for eligible, unworn objects. Contact support first so the return can be registered and correctly routed.
Materials & care
Natural variation, finishes, and everyday maintenance.
Will natural stones look exactly like the photograph?
No. Tone, translucency, inclusions, and pattern naturally vary. Product photography represents the design and general character rather than an identical stone.
How should I store jewellery?
Keep pieces dry and separate in a soft pouch or lined compartment. Wipe them after wear and avoid perfume, lotion, cleaners, and prolonged moisture.
Does gold vermeil require care?
Yes. Vermeil is a gold layer over sterling silver and will change with wear. Gentle handling and avoiding abrasion or chemicals helps preserve the finish.
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