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. You can easily clean any metal with a gentle jewelry polishing cloth at home.
Most of our designs can also be dipped into a liquid silver polish. **Carefully read all instructions on the container, as some stones can be damaged by liquid polish.
Caring for your silver jewelry:
Tarnishing is a natural process that happens when silver comes into contact with sulfur in the air. It is best and easiest to clean tarnished silver in the first stages, before it gets too black. Mild tarnish is easily cleaned by washing with a detergent that does not contain any phosphate-based chemicals. If your silver jewelry is washed often in this way, you will rarely need any harsher treatments for silver tarnish.
Alternatively, we are happy to polish your Viv&Ingrid pieces and repair normal wear at no charge. For more information on our repair policy, please visit our Customer Service page. (Underlined copy should link to the section on the customer service page - “What is Viv&Ingrid’s repair policy?”).
How do I place an order on-line?
Browse through our products by clicking on "Shop" link on the left side of the page. When you see an item you are interested in purchasing, simply click on the image or the underlined description. This will pull up the enlarged close-up, product detail and price of the item. Click on the "Add to Cart" button to add this item to your shopping cart. Click on the "View Cart" button to review your entire order. When you are ready to check-out, all on-line shopping transactions are handled through a secure connection. Proceed through check-out as directed.
If you have any difficulties throughout the browsing or check-out process, please email us at email@example.com and we would be happy to assist you.
What do I need to know before ordering?
Any order placed after 12:00 pm Pacific Time will be processed on the following business day.
All CUSTOM monogram bag orders require 4-6 weeks for delivery.
All FINAL SALE items are non-refundable.
What are my shipping options?
We now offer FREE FedEx Ground and Home Delivery shipping plus FREE returns on online orders over $100!
Simply select Ground or Home Delivery shipping at checkout, and your shipping charge will be deducted on the following page. Instructions for free returns will be enclosed with your shipment.
FedEx is currently the only shipping carrier that Viv&Ingrid uses.
Please note that FedEx Ground and Home Delivery can take up to 6 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 firstname.lastname@example.org 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). We apologize for any inconvenience.
If you need your order by a specific date and need assistance selecting your shipping method, please contact us at email@example.com or 800-231-1878.
Does Viv&Ingrid accept international orders?
We are able to accept international orders, but if you encounter any problems placing your order on our website, please do not hesitate to contact us at firstname.lastname@example.org for assistance.
Please note: 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 do you accept?
We accept Visa, MasterCard and American Express credit cards only.
What tax rate are you charging?
If you live in, or ship your order to California, we are required to charge you local tax on your purchase.
How long can I expect delivery to take?
As all Viv&Ingrid jewelry is made per order, orders placed with FedEx Ground or Home Delivery will ship 2-5 business days after they are confirmed. Orders placed with an expedited shipping option will ship within 2 business days. If you placed your order after 12:00 pm PST or outside of business hours, your order will be confirmed on the next business day.
Please note that FedEx Ground and Home Delivery can take up to 6 business days for delivery once your order has shipped. If you need your order quickly, we recommend selecting an expedited shipping option. If you need assistance choosing your shipping method, please contact us at email@example.com or 800-231-1878.
How will I know that my order was accepted?
You will receive an "Order Received" email upon placing your order. Next, you will receive an "Order Confirmation" email once your order has been processed and put into production (all orders placed after 12:00 pm Pacific Time will be processed on the following business day). Once we ship your order, you will receive an "Order Shipped" email.
How can I check the status of my order?
Once the order has been shipped, we will send you a confirmation email. If you wish to check on the status of your order immediately, you can call us at 1-800-231-1878 from 9 a.m. - 5 p.m. PST, or email us at firstname.lastname@example.org.
How do I place an order off-line?
To place an order off-line, please make note of the item number and description of each item you wish to purchase. Then, call 1-800-231-1878 to speak to one of our customer service representatives.
Please be aware that all Viv&Ingrid merchandise purchased online must be returned directly to Viv&Ingrid, and not to any retail stores. We are unable to accept any returns for items bought in another retail store or on another website. If this is the case, please refer to their return policy for further instruction.
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. Unworn merchandise in original condition may be returned within 30 days of receipt.
Please follow the instructions and complete the form included with your shipment, and include it with your return. You will receive an email confirmation when your return has been processed (please allow up to two weeks). If you have any questions, please contact us at 1-800-231-1878 or email@example.com.
Note: We do not accept returns of embroidered monogram, custom-made or Final Sale items.
How do I send my return back to Viv&Ingrid?
We now offer free FedEx Ground and Home Delivery shipping and free returns on all online orders over $100! To qualify for free return shipping, we must receive your return within 30 days of the date you received it. Please allow 7 days transit time.
For qualifying orders of $100 or more, please contact us at 1-800-231-1878 or firstname.lastname@example.org and we will provide you with a pre-paid return shipping label and instructions on how to send your items back to us. Please reference your order number when contacting us.
PLEASE NOTE: Packages received at Viv&Ingrid after 30 days of your receipt will incur a $10 fee, which will be charged at the time of return.
RETURNS FOR ORDERS UNDER $100: If for any reason you are unsatisfied with your purchase, you may return the item to us and will be issued a full refund, less shipping costs. We must receive your return within 30 days of the date you received it. Please allow 7 days transit time.
For your protection, we highly recommend sending your returns via a traceable carrier and in a box or well-padded envelope. We are not responsible for merchandise lost or damaged while in transit to us. Damaged items will not be accepted for return. The customer is responsible for the return shipment cost for online orders under $100.
Please send all return items to:
ATTN: WEB RETURNS
2142 Oxford Street
Berkeley, CA 94704
What if the merchandise I ordered arrived damaged during shipping?
In cases where merchandise arrives damaged or defective, we will gladly replace the item and take care of all additional shipping charges related to the return. Please contact us within 30 days of the receipt of your damaged package.
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.
What is Viv&Ingrid's exchange policy?
In order to provide the quickest service, we process exchanges as 2 separate transactions. If you would like a different size, length, or style, return your original merchandise and place a new order. We will charge you for the new merchandise and credit your card as soon as we receive your return.
What is Viv&Ingrid's repair policy?
Due to the delicate nature of Viv&Ingrid jewelry and the semi-precious stones we use, some damage may occur during the life of the product. For damage caused by normal wear-and-tear, we are happy to repair the item for free. 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 email@example.com.
Please include a description of the item (web item #, if available), and how it has been damaged.
Ship your item to:
2142 Oxford St.
Berkeley, CA 94704
Upon receipt of your repair, we will email a confirmation and inform you of any repair costs. We require 2-4 weeks to process all repairs. If a fee is involved, payment must be received before we can ship your item.
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 firstname.lastname@example.org. 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.