Frequently Asked Questions
Have a question? Here you'll find answers to frequently asked questions about our jewelry, service, and shipping.
If your question isn't listed here, please contact our customer service.
Our team is happy to help you personally, quickly and with all the attention you deserve.
Account
Placing an order
Dispatch
Returns Policy
Warranty
Materials
How do I create an account?
Easily create an account for faster checkout, order history and more.
- Click on the 'account' icon
- Enter your email and password
- Confirm via email
An account is not required to order.
I forgot my password, what now?
Click on 'forgot password' under account, enter your email address and you will immediately receive a link to request a new password.
How do I change my details?
Log in to 'account' and adjust your address and contact details.
Can I view my orders?
This can be done under 'account', here you can see your complete order history
Which payment methods does Viva Jewellery accept?
We offer secure online payment options such as iDeal, Paypal, Sofort and Bancontact.
How do I use my discount code or gift card?
You can easily enter your personal discount code during the checkout process. The discount amount will be automatically deducted from your order total. This way, you can shop for your favorite items more affordably and pay quickly and securely.
Can I add a comment to my order?
During checkout, you'll see the "Add note" field. Here you can easily add any comments or special requests. This way, we know exactly what to consider and can process your order even better.
What are the shipping costs?
Within the Netherlands, shipping is only €4.95. Orders over €50 are shipped free.
For Belgium, shipping costs are €8.95, but here too, free shipping applies for orders above €50.
For the rest of Europe, shipping costs are €19.95.
How long does delivery take?
Our delivery time is usually 2 to 4 business days within the Netherlands and Belgium. Once your order has been processed, you'll receive a confirmation with track & trace so you can easily track your package.
Can I track my order?
Yes, absolutely! As soon as your order is shipped, you'll automatically receive an email with a track & trace code. With this code, you can easily track your package online and see exactly when it will arrive.
What should I do if I entered the wrong address for my order?
Please contact our customer service .
I didn't receive my package, what should I do?
First, check the track & trace code you received by email. If it says the package has already been delivered, but you haven't received anything, please contact our customer service . Our team will be happy to help you resolve this as quickly as possible.
Is it possible to have my order gift wrapped?
Yes, that's possible! Simply select the "Gift wrapping" option on the product page when ordering. We'll then ensure your order is beautifully wrapped, ready to give as a gift.
How can I return a package?
Returns can be made within 14 days of receipt.
- Fill in the return form
- Pack the item in the original packaging with the return form
- Send to:
Viva by Tendenza
St. Catharijnehof 8
3231 XS Brielle - Deliver your package at a PostNL point
Keep your return receipt for your own records. Without proof, we cannot investigate a missing item.
Return shipping costs are at your own expense. After receipt and inspection, we will refund your money within 14 days.
Didn't receive a return form? Please include a note with your name, order number, and email address.
Is exchange possible?
Rings can be exchanged for a different size. Other items can be returned and possibly reordered.
How long does it take to process my return?
After receipt and inspection, we will refund your amount within 14 days.
I want to return a product I paid for with a gift card. How does this work with the refund?
If you wish to return a product paid for with a gift card, you will receive a gift card balance in return. It is not possible to exchange a gift card or products paid for with a gift card for cash.
What should I do if I received an incorrect/damaged item?
Please contact our customer service . We're happy to help.
What is covered under warranty?
Our jewelry is made with high-quality materials and care. If you have any complaints, please email customer service with your order number and photos. We will work with you to find a suitable solution.
How long is the warranty on a product?
At Viva Jewellery, you get a standard 6-month warranty on all our jewelry. We believe in long-lasting quality; your jewelry deserves to be worn with love and properly cared for.
I am not satisfied with an item I purchased at a point of sale, what now?
Did you purchase your item at one of our retailers? Please contact the store in question. They are your first point of contact and are happy to help you with your question or problem.
What should I do if my jewelry breaks within the warranty period?
If you have any complaints, please email customer service with your order number and photos. We will work with you to find a suitable solution.
What materials does Viva Jewellery use?
Viva Jewellery's jewelry is carefully designed and crafted from high-quality, nickel-free materials. Think refined combinations of Swarovski crystals, cubic zirconia, glass beads, natural stones, and glass. Each piece exudes quality and femininity, down to the smallest detail. Viva jewelry is made to shine.
Are the jewelry waterproof?
Our jewelry is high-quality and can withstand daily wear. However, we recommend removing it while swimming, sleeping, and exercising. This way, your jewelry will stay beautiful longer and you'll enjoy your purchase even longer.
How can I make my jewelry last longer?
- Store them airtight in a jewelry box or soft pouch.
- Remove them when showering, swimming, sleeping or exercising.
- Apply your care products first, then your jewelry.
With a little love, your Viva jewelry will continue to shine for even longer.
Are the jewelry suitable for sensitive skin?
Yes, our jewelry is also suitable for sensitive skin. It's nickel-free, so you can wear it comfortably without irritation. Perfect for everyday use and for anyone with sensitive skin.
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