Return and Refund Policy

Dear Valued Customer,

Thank you for choosing Via Dreams for your jewelry needs. We are committed to ensuring that you have a pleasant and worry-free shopping experience. This policy outlines our guarantees and procedures to address various scenarios that may arise when shopping with us. As a customer of Via Dreams, you can shop confidently, knowing that you are covered by the following benefits.

24-Hour No Questions Asked Cancellation Policy

You may cancel your order within 24 hours of placing it, no questions asked. Simply contact us at support@viadreams.com and we will promptly process your cancellation request.

If an order has already been shipped after this 24-hour window, the cancellation policy no longer applies. Instead, please refer to the options outlined below.

14-Day Order Guarantee

After you place your order it is shipped to you within 48 hours. Once you receive it as per the confirmation on your tracking number, the 14 day order guarantee begins. If you experience any issues with your order for the first 14 days after you receive it, please get in touch on support@viadreams.com to discuss options for resolution. Your satisfaction is always first and center for us, so we will do our best to make sure you have a good experience. This guarantee offers resolutions such as, refunds (if applicable), free returns, replacements and exchanges.

Lifetime Exchange Warranty

We set high standards for our jewelry, and to ensure that you always enjoy your jewelry at its best, we offer our Lifetime Shine Warranty. This warranty guarantees that, should your jewelry fade slightly over time, you can easily restore it by following our provided guidelines.

If your jewelry experiences unexpected damage or degradation that cannot be remedied using our guidelines, it becomes eligible for our Lifetime Exchange Warranty. This Warranty ensures you always have a road to take if you experience any issues with your Via Dreams jewelry. We will always replace your jewelry for free, no cost to you, if you experience damage, tarnishing or degradation of your jewelry which cannot be restored by our guidelines for jewelry cleaning.

The replacement solution may include the same item or the choice of a different item of similar value on our online store. This warranty applies to all orders for the lifetime of the order.

You may also choose to receive the value of the faulty item in a giftcard (store cash), so you can claim it at a later date or give it to someone you love who might be happy to receive it. Whichever solution you prefer.

Refunds (if applicable)

Once we receive and inspect your returned item, we will send you an email to confirm receipt and notify you of the approval or rejection of your refund. If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment within 3-10 days. The time may vary depending on payment processor.

Examples of Reasons for Covered by our Warranty and Guarantees:

You received a damaged item
You received the wrong color/variant of an item
Your order was lost during transit
There is a manufacturer defect on your item
There is an unexpected quality issue with your item

In the rare and unfortunate event that your parcel is lost during transit, we will offer a free replacement of the product, but cannot extend a full refund in this case, as the fault is on the couriers side. We will of course do our best to ensure nothing goes wrong with your replacement by using a more suitable courier for your specific needs.

Late or Missing Refunds (if applicable)

If you have not received your refund yet, please follow these steps:

First ensure it's been over 10 days since the agreed date of refund as the process may take 3-10 days for the refund to reflect again in your bank account.
Double check your bank account.
Contact your credit card company (refunds may take some time to be officially posted).
Contact your bank (there is often some processing time before a refund is posted).

Shipping Address for Returns

To return your product, please contact us at support@viadreams.com to obtain the correct return address and label.

Please note that you will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable.

For items valued over $100 USD, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item due to factors beyond our control, such as courier issues.

If you have any questions or need clarification, please do not hesitate to contact us. We are here to help and ensure you have a delightful shopping experience with Via Dreams.

Thank you for being a valued customer of Via Dreams. We look forward to serving you now and in the future.

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