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 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 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. Please feel free to contact us if you have any further questions:
Email Us: service@vancaro.com; Call Us: 1-855-979-9190 (US Toll Free); Working Days: Monday to Saturday 9:00-19:00 (China Standard Time)

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. 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.

3. When are orders shipped?

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

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

Please contact customer service 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.

5. 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.

6. 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.
Email Us: service@vancaro.com; Call Us: 1-855-979-9190 (US Toll Free); Working Days: Monday to Saturday 9:00-19:00 (China Standard Time)

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 damaged in some other way, please contact our customer service department.
IMPORTANT TIPS: DAMAGED ITEMS MUST BE REPORTED TO US WITHIN 72 HOURS OF RECEIPT.

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

If for any reason you are not 100% satisfied with your item within 30 days of receipt, you could return any unused merchandise that has not been engraved or customized for a refund, credit or exchange (minus shipping & handling fee). Please kindly know that 30days window starts from the original date when the package was delivered, but not the date that you received this item.

3. What if something happens to my item?
  • We offer 1-month warranty for exchanging a new item with the problem that black rings fade;
  • We offer 3 months warranty for exchanging a new item with quality problem (except for the discoloration in black ring).

For black ring, the ways of wearing affect the time of color retention. The material of the ring is sterling silver, which is known as the softest metal.When we catch or hold something hard or rough, the protective covering- black stoving varnish maybe knocked off. Although all of our products are plated by the best electroplating technology, we can’t guarantee the specific period of the color retention. Meanwhile ,the color difference between black and silver is quite obvious, so compared with the items with gold plated or platinum plated, the color of items with black plating might keep a little shorter.
IMPORTANT TIPS: IF THE ITEM OR SIZE THAT YOU WANT IS NOT AVAILABLE ONLINE, CONFIRM WITH OUR CUSTOMER SERVICE WHETHER THE ITEM IS STILL AVAILABLE.

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

Before your return, please kindly know that it’s necessary that your request for return has been approved. Please return it via USPS mail, DHL, Fed-EX or UPS within 7 days,otherwise, the original solution will be invalid.. The item needs to be securely packed and sent back with your order information.
IMPORTANT TIPS: WE ARE NOT RESPONSIBLE FOR ANY RETURN THAT IS LOST OR DAMAGED IN TRANSIT. WE HIGHLY SUGGEST INSURING THE 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.
IMPORTANT TIPS: PAPER ENVELOPES WILL RIP DURING POSTAL PROCESSING. WE ARE NOT RESPONSIBLE FOR ENVELOPES RECEIVED WITHOUT PRODUCT.

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

Please write down the following information on a paper, including buyer’s full name, phone number and order number. Please do return the item with the paper attached.

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

It depends on the situation. Please follow the tips on the website, or confirm with our customer service department.

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

We will inform you after receiving your return, please allow 2 working days for processing your return. Once our quality specialist approves your return, for exchange we will reship a new item within 2 working days, for refund we will release it within 7 banking days to your original payment account. We will update with you by email.
Email Us: service@vancaro.com; Call Us: 1-855-979-9190 (US Toll Free); Working Days: Monday to Saturday 9:00-19:00 (China Standard Time)

Refund Related

1. Why was I refunded minus shipping?

If you apply for the refund, we will deduct the shipping fee that we sent the package to you. Please understand for this. If your order total drops below the threshold for free shipping you will be charged the correct amount for the shipping.

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

Most refunds normally take 48 to 72 business hours to show up on your account after releasing. However, the refunds depend on your bank,you can contact the bank or your card company to confirm that they have received the refund.
Email Us: service@vancaro.com; Call Us: 1-855-979-9190 (US Toll Free); Working Days: Monday to Saturday 9:00-19:00 (China Standard Time)

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.

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.

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

Because we begin to process your order as soon as it is placed, we are unable to add any additional items or to edit existing items in your order. If you need any assistance, please feel free to contact us.
Email Us: service@vancaro.com; Call Us: 1-855-979-9190 (US Toll Free); Working Days: Monday to Saturday 9:00-19:00 (China Standard Time)