Need Help?


Payment Related

1. Is it safe to submit my credit card information on your website?

Yes, it is. We are proud to say that we have never had a problem with the security of any customer’s information. The website is equipped with a hacker safe program that is monitored and tested daily.

2. Why was my credit card charged more than once?

If you have an error message while attempting to place an order it will place a hold on your credit card account. This does not mean that your account has been double charged. It is a pending transaction that will reverse on its own. We have a very secure site for your protection. If you are having trouble with your billing address, we would suggest contacting your bank to verify the billing address they have on file for you. They may have more than one address on file. We have not charged you twice and we do not have multiple orders for you. What you are seeing is an authorization, not an actual charge. Whenever a debit card is used it is always authorized right away whether it is accepted or not. The authorization does disappear on its own. We are not going to charge you so that will go away. If you wish, we can fax the bank and let them know that we are not going to charge you. If you would like us to do that, you need to call our Customer Service department Monday to Saturday: 10:00-14:00(PT); 17:00-24:00(PT), Sunday: 10:00-14:00(PT) with the fax number to the bank, your credit card information and who to send the fax attention to. We cannot do this through email so you must call us with that information.

3. When will my credit card be charged for an order?

The credit card will be charged at the time the order is placed.

4. Why was my credit card charged if my order was declined?

We have a very secure site for your protection. If you are having trouble with your billing address, we would suggest contacting your bank to verify what billing address they have on file for you. They may have more than one address on file. We have not charged you and we do not have an actual order for you. What you are seeing is an authorization not an actual charge. Whenever a debit card is used it is always authorized right away whether it is accepted or not. The authorization does disappear on its own. We are not going to charge you so that will go away; if you want we can fax the bank and let them know that we are not going to charge you. If you would like to do that you need to call us Monday to Saturday: 10:00-14:00(PT); 17:00-24:00(PT), Sunday: 10:00-14:00(PT) at 1-855-979-9190 with the fax number to the bank, your credit card information and who to send the fax attention to. We can’t do this through email so you must call us with that information.

5.Will my invoice include the price I paid for the items?

Yes. All invoices are sent out with prices and product information.

6.What credit cards do you accept?

We accept credit and debit cards with the Visa, Master card, Discover or American Express logo.

Order & Shipping

1. How will my order be shipped?

Orders that are sent out with standard shipping will be shipped out First Class United States postal mail. This will take an estimated 3-7 business days for delivery but we have found in rare cases that it can take up to 10 business days.
PLEASE NOTE THAT WEEKENDS, BANK AND/OR GOVERNMENT (NON-MAIL) HOLIDAYS AND MAJOR HOLIDAYS ARE NOT INCLUDED AS BUSINESS DAYS.

2. What shipping methods do you offer and what are the costs?

We provide four shipping methods:
First class US postal mail at the flat rate price of $5.60 (3-7 business days)
Priority US postal mail at the flat rate price of $9.95 (2-3 business days)
Express Mail (US Only) at the flat rate price of $26.95 (1-2 business days)
International shipping at the flat rate price of $9.95 (10-14 business days)

3. How long will it take to process and ship my order?

We make every attempt to process orders as quickly as possible. If all of the items you have requested are in stock, it will take an average of 24-48 hours to process and ship your order. This excludes specialty items (charms) which have an extended processing time of 7-14 business days prior to shipment due to very high demand.

4. When are orders shipped?

Orders are shipped out Monday through Friday. Orders will not be processed or shipped out on weekends or holidays.

5. What do I do if my order was confirmed delivered but I did not receive it?

Please contact customer service Monday to Saturday: 10:00-14:00(PT); 17:00-24:00(PT), Sunday: 10:00-14:00(PT) at 1-855-979-9190 and inform them that although it was confirmed delivered, you have not received your order. A Lost and Rifling claim form will be submitted. This form is a federal form that is filed with the United States Post Office in order to conduct a federal investigation.

6. Why is my order status pending?

Your order status will appear as pending until the order has been shipped. Please allow up to 24 hours for our system to update and the correct information to be reflected.

7. Why has my account been charged but the order has not shipped?

One or more of the item that you have selected is temporarily on backorder. The account was charged to reserve the item to your order. If you would like to cancel the backordered item and have the account refunded, please contact Customer Service during business hours.

Product & Care

1. What are your items made of?

80% of our items were made in 925 sterling silver, the rest were made of titanium steel, copper or alloy. If you want to know the material of the item you desired, you may click into the detail page to check the relevant information.

2. Are your rings made of real diamond? What are the stones made of?

VANCARO uses only the most brilliant high quality cubic zirconia to maximize your sparkle.

3. What is Sterling Silver?

Silver is a precious metal and much like gold, is too fine to be used in a 100% pure form. To make it durable enough for its use in jewelry, pure silver which has a 999 fineness (99.9%), is often alloyed with small quantities of copper (7.5%). The copper is added to strengthen the silver and the resulting product is 925 sterling silver (92.5%). This alloy is strong enough to be used in jewelry.

4. Will these rings turn my finger green?

No, in almost all cases, these rings will not turn your finger green. However, if a person has a naturally high acidity level to their skin, it is possible for their finger to “turn green” from silver or gold jewelry, especially when the weather is warm and humid. This “green finger effect” may also be an allergic reaction to alloy elements in sterling silver or gold. In some cases, the alloys used to make jewelry more durable, may react with your body chemistry, causing a harmless green or black discoloration on the skin.

5. Can I wear my item while washing my hands (In the shower, etc.)?

Yes, you may wear the item while coming in contact with water, but we do not suggest it. Soaps and lotions can cause build up on the stones reducing brilliance. Also, common household chemicals such as anti-bacterial soap can cause the Rhodium finish to be worn away. A good common rule to follow with jewelry is: Last thing to put on before you leave and the first thing to take off when you get home.

Return & Exchange

1. What do I do if I received my items damaged?

If you receive an item that is missing a stone or has been damaged in some other way, please contact our friendly customer service department immediately between the hours of Monday to Saturday: 10:00-14:00(PT); 17:00-24:00(PT), Sunday: 10:00-14:00(PT) at 1-855-979-9190.
PLEASE NOTE: DAMAGED ITEMS MUST BE REPORTED TO US WITHIN 72 HOURS OF PACKAGE DELIVERY.

2. How long do I have to return or exchange an item?

We offer a 30-day money back return policy. Please note that this 30day window starts from the original date that the order was confirmed delivered, NOT the date you received this item, if these two dates differ. If you fall outside of this 30-day window, you may still send in your item for an exchange but may be charged a fee. We also offer an extended one-year warranty. If for any reason a problem should arise with any of your items, you may return it/them for an exchange for a minimal fee.

3. What if it is over 30 days and something has happened to my item?

VANCARO offers a One Year Extended Warranty, from the original date of purchase, for only $9.99 (which includes shipping & handling). Just call customer service during business hours (Monday to Saturday: 10:00-14:00(PT); 17:00-24:00(PT), Sunday: 10:00-14:00(PT) at 1-855-979-9190) to receive your order number and notify them that your item is being returned to us. Send back your merchandise with a money order made out to Inspired Silver for $9.99 along with a note including your first and last name, phone number and order number and we will send the same product in the same size within 10-14 business days. For credit card payments please contact our Customer Service Department during business hours so they may take your credit card information.
PLEASE NOTE: IF YOUR ITEM OR SIZE IS NOT AVAILABLE ONLINE, CHECK WITH CUSTOMER SERVICE TO MAKE SURE THE ITEM IS STILL AVAILABLE AND HAS NOT BEEN DISCONTINUED.

4. How do I return an item(s)?

Item(s) may be returned via USPS mail, DHL, Fed-EX or UPS. The item(s) must be securely packed and sent back with account information and instructions on how to process the return (Exchange or Refund).
PLEASE NOTE: WE ARE NOT RESPONSIBLE FOR ANY RETURNS THAT ARE LOST OR DAMAGED IN TRANSIT. WE HIGHLY SUGGEST INSURING ANY RETURN PACKAGES.

5. What shall I ship my return back in?

It is best to send your return back in the box you received but you can also use a bubble or padded envelope.
PLEASE NOTE: PAPER ENVELOPES WILL RIP DURING POSTAL PROCESSING. WE ARE NOT RESPONSIBLE FOR ENVELOPES RECEIVED WITHOUT PRODUCT.

6. What if I lost my invoice / return exchange form?

Write down on a piece of paper your first and last name, address, phone number, item you are returning, if you would like a refund or exchange, new item and/or size desired, and your order number. Send that in with your return item.

7. Do I have to pay shipping for my return?

Yes, customers are responsible for the cost of shipping items back to Inspired Silver.

8. How long will it take to process my return?

We do our best to process returns as fast as possible. All returns, be they refunds or exchanges, are processed within 10-14 business days of being entered into our system.

9. How will I know when my exchange item has been shipped?

Once your exchange request has been completed an email will be sent to your email address on file.

10. How long will I have to wait to receive my exchange?

All exchanges are sent out First Class Mail and will take 3-7 business days for delivery. International exchanges will take 10-14 business days for delivery.

Refund Related

1. How will my refund be issued?

Your refund will be issued in the form of payment you originally submitted for the purchase.
Promotional $5.00 gift cards are not eligible for refunds only exchanges.

2. Why was I refunded minus shipping?

Any orders that are sent out with free shipping and are returned for a refund and/or exchange are subject to shipping and exchange adjustments. If your order total drops below the threshold for free shipping you will be charged the correct amount for the shipping levels you received with your order total.

3. Why hasn’t my refund been reflected on my (bank, credit card, etc.) account?

Most refunds take 48 to 72 business hours to show up on your account. However, some cards, depending on the bank, can take 1 to 2 billing cycles to be reflected. Check with your card company to be sure they have received the refund.

Others

1.Can I purchase another single band?

Yes! You can. All the band from the whole ring set can be sold separately, please contact our friendly customer service to get a quote. Email:servicea@vancaro.com

2.Do you ship internationally?

Yes, we are happy to serve shoppers all over the world, including the United States, Canada, England, Australia and so on. You may choose your country on the checkout page to see if it’s available. Or you can get in touch with us for more information. Email:servicea@vancaro.com

3.Can I add something to an order once it has been placed?

Because we begin processing your order as soon as it is placed, we are unable to add any additional items or edit existing items in your order.