Customer Care Centre

No Love Lost Guarantee

We are very confident that you will love any piece you choose to join your story. But in the unlikely event that you don’t, most of our pieces are eligible for our No Love Lost guarantee. This guarantee states that should you not love the jewellery you buy, simply email us with the subject title RETURN within the first 10 days after delivery to initiate a return. Returns cannot be made after this time period. The items must be in unworn condition with all the original packaging contents and materials. Any custom items or items on sale are considered final sale and cannot be returned. We will state in the item listing description whether or not it is eligible for No Love Lost in other circumstances.

There will be a 10% handling charge for all returns, additionally service fees will not be refunded (i.e. Shipping and Duties fees). Vienna is not liable for any duties fees incurred through international shipping or the returns process. These will need to be handled by the customer for the return to be accepted.

We reserve the right to deny any unreasonable returns or exchanges, such as on items that have been damaged, worn, or otherwise altered.

Professional Polishes

Have you been wearing your piece of fine jewellery from us for so long it could really use a professional polish? Not to worry! Simply reach out to us in the form below using the subject title POLISH along with a picture of your piece and we’ll work out the best way to get that polished to a brand new shine for you.

Sizing

If you have ordered the wrong size, don’t worry! Simply reach out to our team through the form below with subject title SIZE and we will find the most appropriate solution for you.

Shipping Details

Vienna uses NZ Post & FedEx for all shipments. Default shipping is NZ Post/FedEx Express. The delivery target for this service is 1-5 business days once the product has left our workshop. As all pieces are made to order, please allow 2-4 weeks for your jewellery to arrive. All packages will be fully insured and tracked so you can keep up to date with the progress of your items as they travel from us to you. Customs charges and taxes are paid by the customer and signatures are required upon taking delivery of your jewellery.

If you have questions, concerns or would like assistance in tracking your delivery, please reach out using the form below with the subject title SHIPPING. Our friendly team will reach out to you within 24 hours. All packages must be delivered to the confirmed shipping address or PayPal address. 

Warranty and Repairs

We’ll repair any item from the Vienna collections within six months of purchase for no charge! If there is clear evidence of misuse or if the damage occurs after this six month period, a repair charge may be incurred. To initiate a repair, simply fill in the form below with the subject title REPAIR, and we will work out the best way to get your pieces repaired to sparkling new condition!