Contact Us

We know the most exciting part of ordering jewellery is waiting for it to arrive.

As soon as your order is dispatched, we’ll send you a shipping confirmation with your tracking details so you can follow its journey.

If your tracking hasn’t updated for [X business days], don’t worry — occasional carrier delays can happen.

Before contacting us, please have your order number and registered email address ready so we can assist you quickly.

Tip: Please also check your spam or promotions folder if you haven’t received your shipping email.

very Valenza Luxe order is carefully prepared before beginning its journey to you.

Customised Orders are usually processed within [ 15-20business days].

Estimated delivery:

Domestic Orders: [3-5business days]
International Orders: [7-15 business days]

During launches, festive periods or high-demand events, processing may take slightly longer.

You’ll receive tracking information as soon as your jewellery has been dispatched, so you’ll always know where your order is.

If you’ve just placed your order and noticed something you’d like to change, contact us as soon as possible.

We’ll always try to help before the order enters processing or dispatch.

Once an order has been packed or shipped, however, we may no longer be able to change the:

• Shipping address
• Product or size
• Quantity
• Payment method
• Order cancellation

For the fastest assistance, send us your order number and the exact change you need.

Please note that cancellation requests are subject to our Cancellation Policy.

We want you to feel completely confident when choosing your Valenza Luxe jewellery.

Eligible items may be returned or exchanged within [X days] of delivery, provided they are:

• Unworn and unused
• In their original condition
• Returned with original packaging
• Accompanied by proof of purchase

For hygiene and product-integrity reasons, certain items such as [earrings/pierced jewellery/customised pieces/sale items — keep only what applies] may not be eligible for return.

Before sending anything back, please contact us with:

Order Number + Item Name + Reason for Return

Our team will guide you through the next steps.

Please review our full Return & Refund Policy for eligibility and conditions.

That’s not the experience we want you to have.

If your order arrives damaged, defective or incorrect, please contact us within [24 hours] of delivery.

To help us resolve it quickly, please send:

1. Your order number
2. Clear photos and video of the item
3. Photos of the packaging
4. A short description of the issue

Once we receive these details, our team will review the case and guide you towards the appropriate resolution.

Please keep the jewellery and its original packaging until the issue has been resolved.

Our jewellery is selected with beauty, wearability and lasting elegance in mind.

Where a product is described as 925 Sterling Silver, it contains sterling silver as specified on that individual product page.

Some designs may also feature [gold plating / rhodium plating / cubic zirconia / lab-created stones / other materials as applicable].

Because materials can vary between designs, we recommend checking the Materials & Details section on each product page before ordering.

If you have sensitive skin or a known metal allergy, please review the product composition carefully before purchasing.

A little care can make a beautiful piece stay beautiful for much longer.

We recommend removing your jewellery before:

• Showering or swimming
• Sleeping
• Exercising
• Applying perfume, lotion or hairspray
• Using household chemicals

After wearing it, gently wipe the jewellery with a soft, dry cloth and store each piece separately in a dry jewellery pouch or box.

Sterling silver can naturally tarnish over time when exposed to air, moisture and chemicals. This is normal and can usually be managed with appropriate silver-care methods.

Treat your jewellery gently, and it will continue to be part of your favourite moments for years to come.

We’d love to help, and giving us the right information means we can usually resolve your query much faster.

If your question is about an existing order, please include:

Order Number:
Name used on the order:
Registered email address:
Product name:
Your question or issue:

If relevant, please also attach clear photos.

Our customer care team normally responds within [48 business hours].

Before sending your message, we recommend checking the FAQs above as your answer may already be waiting for you.

Still need us? Send us a message below and our team will take it from there.