Frequently Asked Questions About Vuoi Jewellery



At Vuoi, we believe in creating timeless jewellery that complements every moment. Each piece is thoughtfully crafted with attention to detail, blending modern elegance with a touch of individuality. If something isn’t right, our team is here to help.

  • Call: 1300 170 581
  • Email: hello@vuoi.com.au


  • Can I place a phone order?

    No, we do not facilitate phone orders. Please place your order online at vuoi.com.au
  • Are earrings sold as singles or pairs?

    Unless otherwise stated in the product description, our earrings are sold as single pieces.
  • Can I change or cancel my order after placing it?

    We begin processing orders quickly. If you need to make changes, please contact us immediately at hello@vuoi.com.au. We’ll do our best to help, but changes cannot be guaranteed once dispatch processing has started.
  • I didn’t receive an order confirmation and/ or tracking information. What should I do?

    Please check your spam, junk, and promotions folders first. If you still haven’t received it after 15 minutes, contact us at hello@vuoi.com.au or 1300 170 581 with your full name and order number (if available), and we’ll assist you right away.
  • Do you offer gift wrapping?

    Yes. Complimentary gift wrapping is available for all orders.
  • SHIPPING WITHIN AUSTRALIA:

    Standard Shipping (2–5 business days): $10 for orders under $100, FREE for orders over $99.
    Express Shipping (1–2 business days): $19.99 for orders under $300, FREE for orders over $300.

    All Australian orders are shipped via Australia Post.
  • SHIPPING OUTSIDE OF AUSTRALIA:

    International Standard Shipping (6-16 business days): $29.99 for under under $500, FREE for order over $500
    International Express Shipping (3-7 business days): $49.99

    *Duties and taxes may apply based on destination country regulations.
  • When will my order be dispatched?

    In-stock items are usually dispatched within 1–2 business days. During sale periods and public holidays, dispatch may take slightly longer.
  • Click & Collect

    Complimentary Click & Collect is available at our Double Bay boutique.
    You’ll receive an email once your order is ready for collection. Please wait for this email before visiting.

    13A Transvaal Ave, Double Bay NSW 2028
    Monday–Friday: 9:30AM–5:00PM
    Saturday: 10:00AM–4:00PM
  • Are all items ready to ship?

    Most items are in stock and ready to dispatch.
    Selected styles are made to order and may require additional production time (typically 3–4 weeks for personalised pieces). For custom requests, please contact hello@vuoi.com.au.
  • Do you offer a warranty?

    Yes. All VUOI items include a 12-month voluntary manufacturer’s warranty for manufacturing faults. This is in addition to your rights under Australian Consumer Law.
  • What is not covered by warranty?

    Normal wear and tear, accidental damage, misuse, chemical exposure, third-party alterations/repairs, and lost or stolen items are not covered.
  • How do I lodge a warranty claim?

    Our solid gold pieces are designed to be worn every day, offering timeless dependability and style. For more tips on caring for your jewellery, visit our Care Guide.
  • Do you charge for repairs?

    If the issue is a confirmed manufacturing fault within our 12-month voluntary warranty period, repair or replacement is provided at no repair cost. For issues outside warranty coverage (including wear and tear or accidental damage), repair fees apply and are quoted after assessment. If you choose not to proceed after quotation, return shipping charges may apply. Your rights under Australian Consumer Law remain unaffected.
  • Who pays shipping for repair requests?

    Customers are responsible for shipping the item to VUOI for assessment. For approved warranty claims within Australia, VUOI covers return shipping to you. For non-warranty repairs, return shipping is charged to the customer and confirmed with the quote before payment. For international repairs, customers are responsible for both outbound and return shipping, and any duties/taxes.
  • What is your returns policy?

    Full-price items may be returned for store credit within 14 days of dispatch, provided they are unworn and in saleable condition. Store credit is valid for 12 months from issue date. Change-of-mind returns are not eligible for refunds. For full details, please visit: Shipping: https://vuoi.com.au/pages/shipping Returns & Exchanges: https://vuoi.com.au/pages/returns-exchanges Warranty: https://vuoi.com.au/pages/warranty
  • HOW IT IS WORK?

    Bring your dream jewellery piece to life! Collaborate with our expert designers to create a custom piece that perfectly reflects your vision.
    Please check out: https://vuoi.com.au/pages/bespoke-jewellery and make an appointment, let's turn your ideas into timeless treasures.