Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@vuoi.com.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@vuoi.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@vuoi.com.au.
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:
VUOI Jewellery
13A Transvaal Ave, Double Bay NSW 2028
1300 170 581
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 www.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 six months of the purchase date. However, we reserve the right to decline repairs or impose costs on goods returned after this six-month 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.
Products purchased during an archive sale may not be returned unless deemed faulty in accordance with Australian Consumer Law.
