Returns and Exchanges Policy

At VUOI, we take pride in delivering and crafting unique, high-quality, handcrafted jewellery. However, if a piece doesn’t meet your expectations, please don’t hesitate to reach out to our customer care team; they are eager to assist you.

We happily offer a credit note equivalent to the item(s) value within 14 days of the dispatch date. This credit can be used to purchase an alternative piece or size and remains valid for three years from the date of issue. For a comprehensive understanding of our return policy, please read the details below.

Returns Policy

Before contacting customer care, it’s crucial to ensure your item qualifies for a return. Review our policy attentively:

Jewellery purchased from VUOI’s online or retail stores is eligible for a credit note in Australia if returned unworn and in saleable condition within 14 days of the dispatch date. Please note that exclusions may apply, and VUOI does not issue refunds for changes of mind, bespoke jewellery, or incorrect purchases.

VUOI does not accept returns for products that:

• Are not returned in their original condition, including tags and packaging
• Are returned outside the specified return time frame
• Are of a bespoke nature

VUOI reserves the right to return the piece(s) to the sender if any of the above conditions occur.

We do offer exchanges for items where the wrong size was ordered, provided the item is in stock. The first exchange is free, but postage costs are the responsibility of the customer. Ensure your item is well-packaged in its original packaging and include a prepaid express postbag with the signature on delivery option. Ship the item to the following address:

Earrings/pierced jewellery cannot be returned or exchanged under any circumstances. We recommend carefully reviewing your choice and seeking more information about desired items before finalising your purchase.

For VUOI products purchased from external stockists, we are unable to assist with return inquiries.

The client bears the expense of securely returning the piece(s) to VUOI, and it remains their responsibility until our customer service team confirms receipt.

VUOI credits will be issued upon receiving a return and assessing its condition. These credits are valid for use in our retail stores and online at vuoi.com.au for 12 months.

To initiate a return, please submit your request to hello@vuoi.com.au.

We offer free repairs for manufacturing faults within 12 months of the purchase date. However, we reserve the right to decline repairs or impose costs on goods returned after this 12 months period.

Manufacturing faults exclude broken chains, chipped, cracked, or broken pearls or gemstones, and general wear and tear including items that have been bent out of shape, twisted and snapped, oxidised, or on which the plating is fading.

As a general guideline, we strongly recommend removing your jewellery while showering, swimming, sleeping, or during strenuous exercise to maintain its perfect condition. Additionally, it's important to keep pearl jewellery away from extreme heat and cold, as well as from perfumes and cosmetics.