Refund policy

We take immense pride in our jewelry and want you to love your pieces. While all our sales are final (no cash or credit refunds), we are more than happy to help you with an exchange or replacement if something isn't quite right.

Here is how we keep the process simple, fair, and fast for everyone.

1. What can be exchanged?

We accept exchanges or replacements for these three reasons only:

  • Size swaps: If you need a different size in the exact same design.

  • Our mistake: If we accidentally shipped or handed you the wrong item or wrong size.

  • Manufacturing defects: If your piece arrives damaged or has a defect.

2. The 7-Day Rule

To keep things fair, we have a strict 7-day window to report a size swap or a defect:

  • Bought Online: Your 7 days start from the date the tracking status shows your parcel was delivered.

  • Bought In-Store: Your 7 days start from the date on your purchase receipt.

3. Talk to Us First (We'll Sort It!)

Before you visit a boutique or mail anything back, you must contact our Customer Service team. Please do not walk into an outlet or ship a parcel to our warehouse without checking with us first.

Once you reach out, we will check our live stock database and reserve your item at the right boutique or prepare our warehouse team. This saves you from traveling around only to find the item is out of stock. We will coordinate everything perfectly for you.

4. Swapping Across Platforms (Online ⇄ Boutique)

Once our Customer Service team approves your request, you can swap it however is most convenient for you:

  • Bought Online, Exchange in Boutique: We will reserve your replacement size at your preferred retail store so you can collect it in person on the spot.

  • Bought In-Store, Exchange Online: If you bought your item at our boutique but live too far to go back, you can ship it to our warehouse and we will courier the correct size to your home.

5. Items We Cannot Exchange

Due to hygiene and customization, we cannot accept exchanges on:

  • Change-of-mind style swaps (we only do size changes of the same item).

  • Pierced earrings (strict health regulations), unless they arrived with a verified manufacturing defect.

  • Customized, resized, or engraved jewelry.

  • Worn, scratched, altered, or damaged items.

  • Items missing their original box, tags, or authenticity cards.

6. The Must-Haves 

To run a swap, our system needs to trace the transaction. You must provide one of these details:

  • A physical or digital Vinstella receipt showing a valid receipt number.

  • Your online order confirmation number.

  • Your registered Vinstella Membership phone number or email address.

We cannot process any exchange or damage assessment if a customer refuses to provide these verification details.

7. Damages, Early Spoils, and Repairs

  • Within 7 Days: If your jewelry arrives damaged, or breaks within the first 7 days, let us know via email or WhatsApp. We will run a quick check and arrange a fresh, 1-to-1 replacement for you.

  • After 7 Days: Once the 7-day window passes, items are no longer eligible for a free swap. They enter our standard maintenance phase where any repairs, stone resetting, or resizing will incur a standard service fee. You can check pricing details on our After-Sales Care page.

8. Shipping Fees & Tracking

If you are returning an exchange or a damaged item to our warehouse by mail:

  • Shipping Cost: Customers are responsible for the courier fee to ship items back to our warehouse.

  • Tracking Required: Once our support team provides you with our warehouse address, you must send us your courier tracking number. Vinstella is not responsible for any lost return parcels that do not have tracking verification.


9. Keep It Kind (Our Fair Play Policy)

We always go above and beyond to solve issues and take care of our customers. However, we have a strict zero-tolerance policy for cyberbullying, extortion, or threats against our customer service or retail teams. Customers engaging in this behavior will be permanently blacklisted from all Vinstella stores, our website, and our membership rewards.

10. Ready to start?

To initiate a size swap or report a defect, reach out to us within your 7-day window:

  • Email: customercare@vinstella.com

  • WhatsApp: [Insert WhatsApp Link/Number]

Just share your receipt or order number, your desired size, and a photo of the defect (if applicable) so we can get your replacement sorted right away!