Frequently Asked Questions
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Product Support
Where is Vennassa jewelry made?
All Vennassa pieces are meticulously crafted in our state-of-the-art studio. We partner with expert artisans who specialize in fine jewelry techniques to ensure every piece meets our strict standards of quality and elegance.
Does your jewelry wear off after showering or swimming?
We use high-quality 925 sterling silver plated with a thick layer of 18K gold. While it is highly durable for everyday wear, we recommend removing your jewelry before showering, swimming, or exercising to maintain its brilliant shine and prolong the life of the plating.
What is the quality of your diamonds?
We exclusively use premium lab-grown diamonds. Our diamonds are carefully selected for their exceptional brilliance, featuring D-G colors, VS+ clarity, and excellent cuts, ensuring they sparkle just as beautifully as the finest mined diamonds.
What are lab-grown diamonds and are they genuine and real?
Yes, absolutely! Lab-grown diamonds are 100% real diamonds. They have the exact same physical, chemical, and optical properties as mined diamonds. The only difference is their origin—they are created above ground using advanced technology, making them an eco-friendly and ethical choice.
Are your diamonds and gold conflict-free?
Yes. Sustainability and ethics are at the core of Vennassa. By using lab-grown diamonds and responsibly sourced precious metals, we guarantee that our pieces are 100% conflict-free and environmentally conscious.
Are you using vermeil or plated gold in your jewelry?
We use premium 18K gold plating over a solid 925 sterling silver base. This combination allows us to offer the luxurious look and feel of solid gold while keeping our minimalist, everyday pieces accessible.
Sizing & Modularity
I'm not sure what diamond stud size to get?
It depends on your personal style! For a subtle, everyday glow, our smaller carat sizes are perfect for first or second lobe piercings. If you want a more striking centerpiece, we recommend sizing up. You can refer to our online size guide for visual comparisons on the ear.
What's the length of your golden chain?
Most of our standard Vennassa necklaces feature adjustable chains, typically ranging from 16 to 18 inches (40-45 cm). This allows you to customize the length to perfectly frame your collarbone or layer with other pieces. Check the specific product description for exact measurements.
How does your earring concept work?
Our modular earring concept is designed for versatility. You can start with our base studs and easily slide on different "add-ons" or charms to transform your look from a simple daytime stud to an elegant evening drop earring.
How does your necklace concept work?
Similar to our earrings, many of our necklaces are designed to be customizable. You can wear the chain solo for a minimalist look, or attach various Vennassa pendants and charms to tell your own unique story.
Can I wear the add-ons with my own studs or chain?
Our add-ons are specifically engineered to fit perfectly and securely with Vennassa base studs and chains. While they might fit some other fine jewelry, we cannot guarantee the security or fit on non-Vennassa pieces.
Orders & Shipping
Where do you ship to?
We ship worldwide! Vennassa pieces can be delivered to jewelry lovers across the globe. Please note that shipping times and costs vary depending on your specific location.
How much is shipping?
We offer complimentary standard shipping on all orders over a certain threshold. For expedited shipping or international orders below the threshold, shipping costs will be calculated and displayed clearly at checkout before you complete your purchase.
How fast do you ship out orders?
We know you're excited to receive your Vennassa pieces! In-stock items are typically processed and shipped within 1-2 business days. Customized or engraved pieces may require an additional 3-5 business days for crafting.
I need my package delivered asap, can you help?
Yes! We offer express shipping options at checkout. If you have an urgent deadline (like an upcoming anniversary or birthday), please select express shipping and reach out to our customer care team with your order number so we can prioritize it.
How can I track my order?
Once your order is dispatched, you will receive a shipping confirmation email containing a tracking number and a link to monitor your package's journey directly to your doorstep.
Is my shipment insured?
Absolutely. Every Vennassa package is fully insured during transit. Your jewelry is completely covered against loss or damage until it is safely signed for and in your hands.
Returns & Exchanges
Can I return or exchange my piece and will I be refunded?
Yes, we want you to be completely in love with your Vennassa jewelry. We offer a 30-day return and exchange policy from the date of delivery. Returned items must be unworn, in their original condition, and with all original packaging to qualify for a full refund.
Can I return or exchange my pieces during a promotion?
Yes, items purchased during promotional periods can be returned or exchanged unless explicitly stated as "Final Sale" on the product page or checkout. Refunds will be issued for the discounted price paid.
Are returns or exchanges free?
We provide free return shipping labels for domestic orders. For international orders, the customer is responsible for return shipping costs, which will be deducted from your final refund amount.
How do I initiate a return or exchange?
Simply visit our online Return Portal, enter your order number and email address, and follow the step-by-step instructions. You will receive a return shipping label and instructions via email.
When can I expect my refund?
Once our quality control team receives and inspects your returned item (usually within 3-5 business days of delivery back to us), we will process your refund. It may take an additional 5-10 business days for the funds to appear on your original payment method.
Duties & Taxes/ Tarrifs
Promotions & Sales
How do I redeem my discount code?
You can enter your discount code in the "Gift card or discount code" field during the checkout process. Click "Apply," and your total will automatically update to reflect the savings.
Can I combine multiple discount codes?
Typically, our system only allows one discount code to be applied per order. We recommend using the code that offers you the highest value.
Do I need to return the extra goodies/luxury gifts I received with my order?
If you are returning your entire order for a refund, any promotional free gifts must also be returned in their original condition. If the free gift is not returned, its retail value will be deducted from your refund.
Do you offer price adjustments if a piece goes on sale after I purchase?
We offer a one-time price adjustment if an item you purchased at full price goes on sale within 7 days of your order date. Please contact our support team with your order number to request the adjustment.
Will my discount code work on all items?
Most codes apply sitewide, but some exclusive collections, gift cards, or already heavily discounted items may be excluded. Please check the specific terms and conditions of the promotion.
Warranty & Certificate
What is your Warranty policy?
We stand behind the quality of our craftsmanship. Vennassa offers a 2-year warranty against any manufacturing defects. If a piece breaks due to a structural flaw, we will repair or replace it free of charge.
Oops... I think something is broken! Can you help?
Don't worry, we're here to help! If your jewelry requires repair, please take a clear photo of the issue and contact our jewelry experts at support@vennassa.com. We will guide you through the repair or replacement process.
Do you offer a Diamond certificate?
Yes! For our larger lab-grown diamonds (typically 0.5 carats and above), an independent grading certificate (such as IGI or GIA) is included with your purchase, detailing the diamond's cut, color, clarity, and carat weight.
What does the warranty not cover?
Our warranty covers manufacturing defects but does not cover normal wear and tear, scratches, loss of items, or damage caused by improper use, accidents, or third-party modifications (like resizing by another jeweler).
Does the 18K gold plating have a warranty?
Yes, we offer a 1-year re-plating service if your jewelry experiences unusual fading within the first year of purchase, provided the care instructions have been followed.
Gifting
Can I have my order gift-wrapped?
Absolutely. Every Vennassa order arrives in our signature premium packaging, which inherently feels like a beautiful gift. At checkout, you can also select the "Gift" option to add a personalized ribbon and ensure no pricing is visible.
Not sure what to gift? Can I get advice?
We would love to help! You can use our live chat feature or email us to speak with a Vennassa Jewelry Expert. Tell us a bit about the recipient's style, and we'll curate a list of perfect recommendations.
Do you offer gift cards?
Yes, we offer digital Vennassa Gift Cards ranging from various amounts. They are delivered instantly via email and contain instructions on how to redeem them at checkout—the perfect last-minute gift!
Can I include a personalized gift message?
Yes! During checkout, simply look for the "Add a Gift Message" box. Write your heartfelt note, and we will print it on a luxurious Vennassa card to be included in the package.
Will the price be visible on the packing slip for a gift?
If you mark your order as a gift or add a gift message at checkout, we will ensure that a gift receipt (without any pricing information) is included in the package instead of a standard invoice.
Payments
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, and Google Pay for a seamless and secure checkout experience.
I'm not seeing the correct currency, how do I change that?
Our website should automatically detect your location and display the local currency. If you need to change it manually, scroll to the footer of our website and select your preferred country/currency from the dropdown menu.
Do you offer installment plans or financing?
Yes, we partner with flexible payment providers like Klarna and Shop Pay Installments (depending on your region), allowing you to split your purchase into interest-free payments. You can select this option at checkout.
Is it safe to use my credit card on your website?
Completely safe. Our checkout is powered by Shopify, which is certified Level 1 PCI DSS compliant. Your payment data is encrypted and securely processed; we do not store your credit card details on our servers.
Can I split my payment between two different credit cards?
Currently, our checkout system only accepts one credit card per transaction. However, you can use a Vennassa Gift Card in combination with a credit card to complete your purchase.
V + Club
Does Vennassa have a loyalty club?
Yes, welcome to the V + Club! It's our exclusive rewards program designed to thank our community. It’s free to join, and you can start earning perks immediately.
How do I join the V + Club?
Simply create a customer account on our website. You will automatically be enrolled in the V + Club and instantly receive welcome points just for signing up!
How do I earn points?
You earn points for every dollar spent on Vennassa.com. You can also earn extra points by following us on social media, leaving a product review, or celebrating your birthday with us!
Piercings
What kind of piercing backing do you offer?
For maximum comfort and security, our standard earrings come with premium push-back (butterfly) friction backs. For specific fine jewelry piercing collections, we also offer secure screw-backs or flat-backs.
How long are the backings?
Our standard earring posts are 10mm in length, which is the industry standard and comfortably fits most earlobes.
Can I wear the piercings anywhere on the ear?
Our classic studs are perfect for lobe piercings. We also have specialized huggies and smaller studs that look beautiful in second lobe, helix, or cartilage placements. Please check the post thickness if you are buying for a specific cartilage piercing.
Are your piercing earrings suitable for sensitive ears?
Yes, absolutely. Our base metal is solid 925 sterling silver, which is hypoallergenic and nickel-free, making our earrings safe and comfortable for those with sensitive skin.
Rings & Sizing
What sizes does Vennassa use for their rings?
We use standard US ring sizing across our website to ensure a universal fit. Sizes typically range from US 4 to US 10, including half sizes for certain collections.
I know my ring size, but don't know how to convert it to US size?
We have a comprehensive Ring Size Conversion Chart available on every ring product page. It easily translates UK, European, and Asian sizes into our standard US sizing.
I don't know my ring size, how do I best find my perfect Vennassa ring size?
The most accurate way is to measure the inside diameter of a ring that already fits you well, and compare it to our online size guide. Alternatively, you can request a Vennassa Ring Sizer tool from our support team.
Can I exchange my ring if the size is not right?
Yes! We understand that finding the perfect fit can be tricky online. If your ring doesn't fit perfectly, you can exchange it for a different size within 30 days of delivery, completely hassle-free.
Are the ring bands hollow or solid?
Our rings are crafted with solid 925 sterling silver at their core to ensure durability and a premium, substantial weight on the finger, finished with a thick layer of 18K gold. They are never hollowed out.