Where is my order?
You can track your order by logging into My Account or referring to your order despatch email. Tracking details are available from the moment your order is despatched from us to signed receipt at final destination. For delivery times click here.
What is the returns and refund policy?
We hope that you will be delighted with your order. However, if within 30 days of purchase you change your mind, we will be happy to offer you a full refund credited to the card used in the original sales transaction. Please note that goods should be returned in perfect condition, and in their original, undamaged packaging along with your completed returns note. Engraved items are non-returnable/non-refundable.
Christmas Returns Policy
Any item purchased from the 1st November 2016 can be returned and exchanged (unworn condition and in its original packaging) up until the 31st January 2017. Engraved items are non-returnable/non-refundable.
You can exchange your online order either by returning it in the usual way, or visiting one of our boutiques. Currently, we are unable to accept returns at our stores.
Please send returns by registered mail, insured for its full value to:
Monica Vinader Ltd
To ensure that you get a proof of postage please take your parcel into the Post Office, rather than using your company's postal collection.
Which payment options do you accept?
We accept the following cards in payment for purchases made online: Mastercard, Visa, Visa Delta, Maestro, Solo, Diners and Discover. We also accept Paypal, AliPay, China Union Pay and Monica Vinader online gift vouchers.
When will the payment be taken?
Payment will be taken from your credit or debit card as soon as you have placed your order. To ensure safe shopping, we are Verisign certified.
Do you deliver to my country?
We deliver to the following countries: Andorra, Argentina, Australia, Austria, Bahrain, Belgium, Canada, Chile, China, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Guernsey, Hong Kong, Hungary, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Kazakhstan, Kuwait, Latvia, Liechtenstein, Luxembourg, Macau, Malaysia, Malta, Mexico, Morocco, Netherlands, New Zealand, Norway, Oman, Panama, Peru, Poland, Portugal, Qatar, Russia, Saudi Arabia, Slovakia, Slovenia, South Africa, South Korea, Singapore, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom, United States of America.
You will be able to track the progress of your order from the link provided in your order despatch email, or by logging into My Account.
What address details do you need for delivery?
We require you complete the following fields for your delivery address in the checkout process:
Please provide accurate address details to avoid any unnecessary delivery delays.
How do I exchange an item?
You are able to exchange products online by returning them to the Customer Care team and completing your returns form. If however, you would prefer to exchange your products at a Monica Vinader store you can do so at the Chelsea, Mayfair and Canary Wharf Boutiques only. Take your product to the store with your invoice and packaging. Please note, refunds for products purchased online cannot be processed in store.
How can I choose the currency I pay in?
You are able to pay on the website in 4 currencies - British Pounds Sterling, American Dollars, Hong Kong Dollars or Euros. To change the currency the product prices are shown in and you pay for your order in, select the drop down arrow on the top navigation of the site. This drop down lets you change your currency and your country separately.
Is my personal information kept private?
We will treat all your Personal Information as confidential (although we reserve the right to disclose it in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place. We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:
• Processing your orders, including despatch, payment and returns;
• To prevent or detect fraud or abuses of our website;
• To enable third parties to carry out technical, logistical or other functions on our behalf;
• For statistical or survey purposes to personalise and improve this website and its services to you;
• To administer this website;
• If you consent, to notify you of products or special offers that may be of interest to you.
You agree that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or user Information, we are entitled do so.
We have implemented internet security technology to ensure that it is safe for you to shop with us. We use Internet standard encryption technology to scramble your Personal Data when you transmit it to us. This process is known as SSL (secure sockets layer) and we are constantly updating our technology to provide you with the maximum practicable level of security. Additionally we do not hold any of your credit card details anywhere on our website. They are simply passed securely to our payments processor for authorisation by your bank. If you choose to store your card details for future payments, these are held by our payment processor, not us.
How long does delivery take and how much does it
We offer the following delivery services:
All orders are sent on a Delivery Duties Paid Service, so no additional customs or taxes will be charged on delivery. For a full list of countries we deliver to click here.
Can I change or amend my order once it has been
We generally process and prepare your order for despatch immediately, so you may not be able to make any amendments or cancel your order as it could have already been despatched. In this instance, you would have to return your order once you've received it, in accordance with our Returns Policy.
Under the Distance Selling Regulations, if you buy online, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt of the product.
Do you offer a repairs service?
Every piece of Monica Vinader jewellery is covered by a two year warranty on receipt of valid proof of purchase. This warranty applies to all of our products across the globe, regardless of where you purchased them from. Within two years of purchase, if your jewellery needs repair, please let us know via our Boutiques or via our Customer Care team and we will provide you with a full repair service free of charge. This warranty is in addition to other rights you may have in relation to the piece.
If your product requires repair after two years, we offer a full repair for a fee, please contact Customer Care team to find out more.
What size ring do I need?
All our rings come in standard UK sizes K, M and P. If you need a size out of this range, please choose an alternative size from the dropdown menu on the product page of the ring you have selected. To find out what size you need, please refer to our ring sizing guide or visit your local jewellers, where you can usually have your ring size measured.
We can also send you a ring sizer free of charge if you are based in the UK - just go to our Ring Size Guide and fill out the form on the Free Ring Sizer tab.
We can alter most ring styles to fit your size, as long as you have proof of purchase. To find out more visit Our Services.
Can I shop without creating an account?
Yes, when you have placed the goods into your bag and started the checkout process, you can select Guest Checkout. This means we will only collect the minimum amount of details from you to process your order and you will not be required to create an account.
For our engraving FAQs please click here.
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I have lost my item or it has been stolen
Our two year warranty cover unfortunately does not cover the loss or theft of any items. We would advise you to contact your insurance/home insurance to make a claim with them directly. We are happy to provide any proof of purchase information that you may need so please contact email@example.com to request this information.