FAQ

Is it safe to use my credit card online?

Shopping and buying online with your credit card is actually statistically more secure than using it in a department store. Vanessa Montiel Jewelry takes every precaution to protect your online order information. Please consult our Privacy Policy for details. You can have full confidence in the security of your transactions while shopping with Vanessa Montiel Jewelry. However, should you prefer to order by telephone, we are happy to take your order at 831-459-0838 


What forms of payment do you accept? 

We accept Paypal, Visa, MasterCard credit cards.


How do I order offline? 

To order off line please call us directly at 831-459-0838


How will I know that my order was accepted? 

You will receive a confirmation that your order has been processed. We will ship your order when all data, including credit card information, has been approved.


When will I receive my order?

Please allow 3-5 business days from date of shipment for receipt. Certain items may require a longer lead time for shipping.


Am I billed for shipping on a return order?  

Yes we will assess shipping charges to returned items. Handling or restocking fees may apply.


How long do I have to return an item? 

If you are not happy with any item you have purchased online, you may return it to us within 10 days of receipt. Please refer to our Return Policy for details. 


How do I care for my jewelry?

We recommend that you store your pieces in a jewelry pouch. Proper storage helps to prevent scratching of stones and metal. It is best to keep products away from extreme heat or moisture. We recommend applying perfume or other sprayed substances before putting on your jewelry. Jewelry should be removed prior to showering. Sterling silver jewelry will tarnish through time and wear. We recommend cleaning your jewelry with liquid soap and warm water. Do not use brushes as may alter the finishing.


Why do the stones on my piece look different than those on the website?

Stones vary in size and color and inclusions and flaws occur naturally in many of our stones. We believe these natural elements add to the beauty of the products. We stand behind all of our products. Should you be unhappy with the jewelry you have received, please feel free to return the item at full value. Return Policy


Is your entire collection available online?

Our site includes a limited selection of our specialty items. Products from each of our collections are included on the site, as well as some limited editions and one-of-a-kind pieces that have been designed exclusively for the online store. If you are unable to locate an item on our online store, we encourage you to look for a local retailer that carries our jewelry collection. Click here for to find a store in your area. Additionally we are happy to assist you with a special order for any item in our collection, assuming availability of materials. Please email or call 831-459-0838 for assistance if you are having difficulty locating a particular product.


How can I speak to a customer service representative? 

If you have a question that we didn't address, email us at customercare@vanessamontiel.com and we will respond to you personally. Or call us directly at 831-459-0838.


All of the pieces you see on our web site have been hand crafted by artisans in a traditional Balinese studio. We work very closely with our artisans so that production schedules may accommodate our customers' needs as best as possible, however given the handcrafted nature of these pieces, subtle variations in detail and finish can occur as well as unpredictable delivery times. We value your business and hope your experience on our web site is tasteful and satisfying. Please let us know if there is anything we can do to better serve you. 


Return Policy

If you are not happy with any item you have purchased online, you may return it to us within 10 days of receipt. The item must be shipped to us in the original packaging, accompanied by your original receipt, in pristine condition and prepaid via insured mail. C.O.D. deliveries are not accepted. We will credit you for the amount of the item minus any shipping charges incurred by our company. Returned items may be subject to a handling fee. All sale merchandise is Final Sale.

We only accept returns for purchases from our online store. Products purchased through our retailers must be returned to the retailer and are subject to the retailer’s individual store policy. Returned items may be subject to a restocking fee.


How do I return an item?

To return an item purchased through our web shop, please contact us by customercare@vanessamontiel.com or call 831-459-0838 to request a return authorization (RA) #. Items cannot be accepted for return without an RA #.

Please make sure to write the RA number on the outside of the package to ensure the delivery is accepted. For your protection please insure the package for the full purchase amount. Vanessa Montiel is not responsible for items damaged or lost in transit.

Please send returns to:

Vanessa Montiel Jewelry Online Return
A # _____

2607 Main St.

Soquel, California 95073

Any item you have special ordered is not returnable. 


How long does my refund take? 

Credits are refunded upon receipt of the item via the original method of purchase. Typically, refunds are reflected on your statements within 7-14 business days. Refunded credits do not include shipping costs incurred by Vanessa Montiel Jewelry. 


How can I check the status of my order?

Order Status

Please telephone or email us to inquire about the status of your order: customercare@vanessamontiel.com or 831-459-0838


Can I cancel an order?

Order Information

You may cancel your order within 48 hours by contacting us.

We are able to ship most items within 48 hours of receiving your order. Due to the one-of-a-kind nature of some of our pieces, this may not always be possible. If this occurs, we will contact you as soon as we can. 


Will I be charged sales tax?

Sales Tax & Duties

(USA) sales tax. We ship from our Bali office, sales tax is not applicable. In the event that we ship from our California office, sales tax will be applicable on orders shipped to addresses in the states of California. This typically applies to RUSH orders made upon request by a customers tax is charged at 9.5%.

International- All duties and taxes are the recipient's responsibility. The recipient will be required to pay the duty or VAT upon delivery. Due to import duty valuation adjustments and currency valuations, we are unable to provide an estimate for duty or VAT.  


What is a backorder?

Back Orders

A backorder is an order placed for an item that is not currently in stock. If we are able to re-order additional merchandise from our source, we will accept your order pending the arrival of new stock. This order is then noted as a "backorder". Backorder times vary but are normally just a matter of weeks. 

For a better idea of how long you may wait for a particular item, please contact Customer Service : customercare@vanessamontiel.com or 831-459-0838


Do you accept special orders?

Special Orders 

Special orders maybe available upon request and are subject to additional fees. 

Please contact us if you need a special size in a particular piece. In some instances we may able to accommodate you. Additional charges may apply.


What is your shipping policy?

Shipping

We are pleased to offer FREE shipping to orders placed with Vanessa Montiel Jewelry in the United States. 

We do not ship to PO Boxes. 


What is your international order policy?  

International Orders

We have many customers who shop from the far corners of the globe. Please keep in mind that all duties and taxes are the recipient's responsibility. The recipient will be required to pay the duty or VAT upon delivery. Due to import duty valuation adjustments and currency valuations, we are unable to provide an estimate for duty or VAT.  

What is your repair policy?  

Repair Policy

We will repair any item purchased through the online store. Products purchased through our retailers must be returned to the retailer to process the repair. We do not support products that have been purchased from a non-authorized Vanessa Montiel retailer.

We offer repairs due to user wear, production fault or lost earring mates of Vanessa Montiel jewelry. We stand behind the quality of our merchandise and are happy to provide repairs due to breakage or damage free of charge for one year from the date of purchase on our online store. Sales receipt must accompany repair, shipping is not included. After one year, repairs may incur a charge. Elective repairs, such as ring resizing, chain lengthening, or errors by the customer typically involve a charge. They are repaired at the owner's expense plus the shipping charge.

• For elective repairs there is a $35 service charge plus the cost of additional materials and shipping.

• Half pairs of earrings cost half the price of a full pair of earrings plus shipping.

We do our best to accommodate repair requests, but due to the nature of our products, some components may not be available for repair of older products.

For repairs please contact our office to receive a return authorization (RA) number. Products for repair should be shipped to the address below. Please clearly mark all packages with your RA number; we are unable to accept unauthorized returns and will not accept these packages.


Please send repairs to:

Vanessa Montiel Jewelry Online Store Repairs
A # _____

2607 Main St.

Soquel, California 95073




All prices USD.

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