HELP & CONTACT – Vinqui Sports Jewelry

DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?
Simple answer – no.
However, we do recommend that you create an account. By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses for future orders and importantly view and track any open orders you may have.

CAN YOU GIVE ME MORE INFORMATION ON A PRODUCT?
We want to provide you with the best shopping experience we can and give you all the information you need. If you feel we are missing something, please let us know what and we’ll do our best to include it.

HOW CAN I PAY FOR MY ORDER?
You can pay for your order using any of the cards below.

We accept Visa, Mastercard, Delta, Switch, Maestro, AMEX, Solo, Visa Electron, PayPal
We take security very seriously and do not store your card details.

WHEN WILL I BE CHARGED?
If your card is authorised, payment will be taken immediately and you will receive a confirmation email.

HOW DO I CHANGE MY ACCOUNT DETAILS?
Once you have registered or logged into the site, you can access ‘My Account’ (found in the top right hand corner of the page). By clicking this, you can change your password, email address, delivery information and newsletter sign-up.

HAS MY ORDER BEEN SHIPPED YET?
As soon as we dispatch your order, you will be sent an email to inform you it’s on its way.
You may receive the email at any time of the day.

I HAVE RECEIVED A FAULTY ITEM?
We want you to receive our products as we intended. If you think there is a fault with the item you have received, please let us know immediately by contacting our Customer Services Team.

I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER
If you have received an incorrect item in your order, please let us know straight away by contacting our Customer Services Team.

AN ITEM IS MISSING FROM MY ORDER
If something is missing from your order, please get in touch with our Customer Services Team.

INTERNATIONAL DELIVERY INFORMATION
We offer two delivery options: Free Worldwide Shipping and Express Worldwide Shipping.
Free Worldwide Shipping normally takes between 10 and 15 working days (i.e. Monday to Friday excluding public holidays) to arrive. This is a non-trackable service.
Express Worldwide shipping normally takes between 2 and 7 working days (i.e. Monday to Friday excluding public holidays) to arrive. This is a trackable service and can be added to your order during the checkout process for an additional fixed cost.

DO YOU DELIVER TO WORK ADDRESSES?
As part of the checkout process you can choose to get your items delivered to an alternative address. However, for security reasons, we do not deliver to PO Box addresses.

WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?
Any customs or import duties are charged once the package reaches its destination country. These charges have to be paid by the recipient of the package (this also applies to resellers).
As customs policies and import duties vary country to country, we are unable to tell you what the costs might be. To avoid any surprise costs, we suggest you contact your local customs office for current charges before you order.

DO PRICES INCLUDE SALES TAX OR VAT?
Website prices do not include sales tax or VAT.
Vinqui Ltd is registered in and operates from Hong Kong where sales tax and VAT is not levied.

OUR RETURNS POLICY
In addition to the Distance Selling Regulations, you can return any item (including items that have been worn), within 30 days of receipt for a refund of that item.
All returned items are your responsibility until they reach our office, so please ensure returned items are suitably wrapped.
We recommend that you use a postal service that insures you for the value of the items you are returning. For instructions on how to return an item, please contact our Customer Services Team.

OUR GUARANTEE
Each item of Vinqui jewelry carries a 2-year guarantee covering manufacturing faults and material defects from your date of purchase.

HOW DO I RETURN AN ITEM?
From the receipt of items, you have 30 days to decide if you want to return any item (including sale items).
All returned items are your responsibility until they reach our office, so please ensure returned items are suitably wrapped.
We recommend that you use a postal service that insures you for the value of the items you are returning. For instructions on how to return an item, please contact our Customer Services Team.

MY RETURN WAS PROCESSED, BUT I WASN’T REFUNDED MY DELIVERY CHARGE
We only refund the amount paid for the returned goods and not the delivery charge. The only exceptions are orders cancelled under the UK Distance Selling Regulations or instances where the entire order is faulty.

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT
We are sorry if we have made a mistake with your refund. Please get in touch with our Customer Services Team who will rectify this as soon as possible.
Note. The delivery charge will only be refunded for cancelled orders made under the Distance Selling Regulations or orders where the entire order is faulty.

HAVE YOU RECEIVED MY RETURNED ITEMS?
As soon as we receive your returned items, our Customer Services Team will inform you via email.
If you have not received an email from us within 10 days of posting your returned items, please contact our Customer Services Team.