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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 there is an error message while you attempt 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. Please don’t worry, one order cannot be charged twice.
In addition, 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.

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?

Kindly know there is highly secure protection for all transactions on our website. If it shows that your payment is declined, it means that your order has not been successfully paid. It is recommended that you confirm the payment limit of your credit card or try with other credit cards. You could also contact the card issuer for more assistance.

5.What information do the receipt and invoice contain?

The receipt contains the order number, recipient's name, order time, item NO., size, and Vancaro's contact information, excluding price and buyer's information. The invoice contains the payment method and amount, the recipient’s shipping information, and product information.

6.What kind of credit cards and payment options are accepted?

We accept Paypal, credit and debit cards with the Visa, Master card, Discover or American Express logo. We also offer "buy now pay later" payment options with Paypal, Afterpay, Klarna, and Affirm. Please feel free to contact us if you have any further questions.
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Order & Shipping

1. 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.

2. When are orders shipped?

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

3. What should I do if it shows that the package has been delivered, but has not actually been received?

Once your package is sent out, we will update the tracking information via email, and will also notify you when the shipping company reports that the package has been delivered. If by any chance you do not receive the emails or package, please be sure to let us know within 15 days after the shipping company reports that the package has been delivered. Note: If you contact us after the deadline, please understand that we may not be able to compensate.

4. What does it mean if the order status is pending?

Generally speaking, it means that your order was not paid successfully. It is recommended that you check the payment record of your account or confirm with the card issuer.

5. Why is the order paid successfully but not shipped?

It means that at least one item in your order is not in stock, it is temporarily out of stock or pre-sold. If the item or part of the items are not shipped within 2 working days after the order is placed, generally speaking, we will notify you via email within 4 working days of the details. You could also email us for more information.
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Product Care & Repairs

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. What type of gems or stones are?

VANCARO uses only the most brilliant high quality cubic zirconia to maximize the sparkle. For the types of gems or stones, we also offer two other options, this will require additional costs.
1. We can replace all the gems with moissanite (color white).
2. We can replace all the small gems with diamonds (generally, excluding the main stone).

3. What is Sterling Silver?

Because pure silver is much too soft to be used in jewelry, it is often combined with other metals to create a more durable metal. When 92.5% of pure silver is mixed with 7.5% of other metals (often copper or zinc) the resulting alloy is called sterling silver.

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.

6. Will it fade?

In order to show the perfect design, some items are plated with a layer of black or gold, which means the actual color of the metal is not black or gold. Although we use the best plating process, with continued wear, the color plating may wear off and the color of the metal may be exposed. Due to the limitations of the electroplating process, this is unavoidable and a normal situation in the entire jewelry industry, please understand it is not a quality issue.

7. How can I get my ring resized?

We do not recommend any resizing service which may cause the gemstones to fall off easily. If the ring is still brand-new and without any scratches, generally speaking, we can exchange the size, and you only need to pay the freight for return and reshipment. If the ring is worn and has a wear problem, we will try to offer a solution.
We appreciate it if you could update order No. and send us pictures to show the item's current condition through email or messenger, and we will confirm whether it can be exchanged.

8. Can broken items be repaired?

We do not repair items. We appreciate it if you could update order No. and at least 3 pictures of the item from the front/side/top view through email or messenger, the clearer the better. If it’s possible, please highlight the defective parts in the pictures. We will figure out the problem and offer a solution.

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.

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 3 months warranty for exchanging a new item with quality problem (except for the color fading).

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.

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.

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.
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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.
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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.
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4.Will VANCARO offer custom service?

Yes, we are passionate about offering custom service to meet your individual desires. Commonly rendered services include engraving, resizing of 925 sterling silver rings, plating 925 sterling silver and changing the color of gemstones, except for the change of the material, size and shape of them. Please note that resizing a ring too far from your ring size can damage the ring. Additionally, the style of ring and ring metal will affect whether or not it can be resized. If you are not sure if your ring can be resized, you can contact our customer service center to get help.

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