Customer Service
How do I care for my jewelry?
To keep your viv&ingrid jewelry looking its best, we recommend these easy steps:
- Store each piece separately in its own fabric pouch (included with every purchase)
- Store in a cool, dry place
- Do not store near burning candles
- Do not apply perfume, hair products or any other toiletries while wearing
- Do not allow contact with water or chemicals
- Remove jewelry before sleeping
Due to the delicate nature of our designs, natural wear may occur during the life of each piece. Tarnishing is a natural process that happens when sterling silver or 14k gold fill comes into contact with sulfur in the air. It is best and easiest to clean tarnished metals in the first stages, before it gets too black. Mild tarnish can be cleaned with a gentle jewelry polishing cloth at home or dipped into a liquid silver polish. **Carefully read all instructions on the container, as some stones can be damaged by liquid polish.
Alternatively, we are happy to polish your viv&ingrid pieces and repair normal wear. For more information, read the section below titled "What is viv&ingrid's repair policy?".
What is viv&ingrid's repair policy?
Due to the delicate nature of viv&ingrid jewelry and the semiprecious stones we use, some damage may occur during the life of the product. In cases where a repair fee is necessary, we make every effort to keep that cost as low as possible.
If you have an item that needs repair, email us at customerservice@vivandingrid.com. Please include a description of the item, and how it has been damaged.
Please note: When shipping to us, USPS is preferred. You can ship your item to:
viv&ingrid
ATTN: REPAIRS
756 Gilman Street
Suite 1
Berkeley, CA 94710
We recommend using an insurable and traceable carrier when shipping to us.
Upon receipt of your repair, we will email a confirmation and inform you of any repair costs. If a fee is involved, payment must be received before we can ship your item.
I've lost a single earring. Can I buy a replacement?
Yes! Half pair replacements are half the cost of a full pair, plus tax (when applicable) and shipping. When making half pair replacements, we recommend sending us the earring you still have to ensure the mate we make is an exact match. However, if you'd like to expedite the process, you are also welcome to email us a photo of your piece at customerservice@vivandingrid.com, and we will do our best to match the new mate to the photo.
If you would like to send your piece to us, please send it to:
viv&ingrid
ATTN: REPLACEMENTS
756 Gilman Street
Suite 1
Berkeley, CA 94710
Please note: When shipping to us, USPS is preferred. We recommend using an insurable and traceable shipping method.
Upon receipt of your repair, we will email a confirmation and inform you of the costs. Payment must be received before we can ship your item.
What is viv&ingrid's return policy?
We want you to be completely satisfied with your online purchase. If for any reason you are not, we are happy to accept a return of new, unworn merchandise in original condition within 30 days of receipt.
If you would like to make a return, please email your request to us at customerservice@vivandingrid.com and we will help you start the return process.
Please note: custom made and final sale items are not returnable.
What is viv&ingrid's exchange policy?
In order to provide the quickest service, we process exchanges as two separate transactions. If you would like a different item, return your original merchandise and place a new order. We will charge you for the new merchandise and credit your card when we receive and process your return.
How long can I expect delivery to take?
All viv&ingrid jewelry is made per order and orders will ship within 3-7 business days.
What are my shipping options?
Please note that FedEx Ground and Home Delivery can take up to 7 business days for delivery. If you need your order quickly and by a specific date, we recommend choosing an expedited shipping option. Please contact our Customer Service Department at customerservice@vivandingrid.com or 800-231-1878 if you need assistance selecting the appropriate method.
FedEx is unable to ship to PO Boxes and military addresses (AFO or PPO boxes). If your order is shipping to a PO Boxes or military addresses, please select USPS shipping.
Does viv&ingrid accept international orders?
Yes! For international shipments, there may be duties and/or taxes imposed by the destination country upon delivery. viv&ingrid is not made aware of these charges when shipping, and the recipient is responsible for payment.
What payment methods are accepted?
We accept payment by Visa, MasterCard, American Express and PayPal as well split payment options via Sezzle and Afterpay.
What tax rate is being charged?
If you live in, or ship your order to California, we are required to charge you local tax on your purchase.
How will I know that my order was accepted?
You will receive an order confirmation email upon placing your order. Once we ship your order, you will receive a shipping confirmation email with a tracking number.
How can I check the status of my order?
Once the order has been shipped, we will send you a confirmation email with a tracking number. If you wish to check on the status of your order immediately, you can call us at 800-231-1878 or email us at customerservice@vivandingrid.com.
How do I place an order off-line?
To place an order off-line, please make note of the item and description of each item you wish to purchase. Then, email customerservice@vivandingrid.com or call 800-231-1878 to speak to one of our customer service representatives.
How are refunds processed?
Refunds will be given in the same form of payment used for purchase. You will receive an email confirmation as soon as the refund has been completed.
Does viv&ingrid do custom orders?
When possible, viv&ingrid will try to accommodate any custom changes to our designs. Email us your request at customerservice@vivandingrid.com. Additional charges may apply. All sales involving custom work, regardless of how minor the change(s), are considered final. We cannot accept any returns, even within our usual 30 day return period.