Info

Bespoke pieces

Please note, VAN does not accept returns for items purchased through our Bespoke service. Bespoke pieces will take approximately 8 weeks to be produced.

Availability

All orders placed through the Customer Service Team or on the Website are subject to availability and acceptance by VAN UK.

VAN UK reserves the right to change the assortment of items proposed on the Website and may limit from time to time the quantity of VAN UK products that may be ordered by a Customer in a single buying session.

The Customer Service Team and the product pages of the Website can provide you with information regarding products that are currently available for sale through those channels. You may also email the Customer Service team and a VAN representative will provide you with further information as to product availability and assist you with your purchase.

Acknowledgment of order

Once you have placed your order on the Website or through the Customer Service Team, you will receive by e-mail an Acknowledgment of Order acknowledging the details of your order along with the Terms of Service. This Acknowledgment of Order will contain an Order Number assigned by VAN UK. Please carefully review the Terms of Service upon receipt and make sure that you save the Order Number for any future enquiries regarding your order.

This Acknowledgment of Order is not an acceptance of your order. Following the transmission of the Acknowledgment of Order, VAN UK will conduct its usual security checks and then process your order.

Payments

Currency

The prices payable for goods that you order are as set out in our website. Our prices are in GBP£.

Online Payments

You may pay by credit or debit card, as indicated on the Website or through the Customer Service team. In addition to card payments on the website VAN UK takes payment via Apple Pay and PayPal.

When ordering on the Website, you will need to enter your payment details on the appropriate form. If you order by telephone, you will need to communicate to the Customer Service team your credit or debit card number and your three- or four- digit security code that is printed on the back or the front of your card (CVV2/CVC2/CID).

All transactions are subject to validation checks and authorisation by the supplier. If the issuer refuses to authorise payment to VAN UK, you will need to contact your issuer directly to solve this problem, and VAN UK will not be liable for any delay or non-delivery.

Payment by Wire Transfer

You may pay by bank wire transfer orders placed through the Customer Service Team. Please do not forget to mention the order reference number in your bank wire transfer form.

After you place an order and select bank wire transfer as your method of payment, VAN UK will wait until your payment is received before processing your order. If the funds are not credited into our bank account within seven (7) working days after you have placed your order, this order will be cancelled.

VAN UK will not charge a fee for paying by bank wire transfer, but please ensure that we receive the full amount mentioned in the Acknowledgment of Order before we process your order. Please note that some financial institutions may charge you a fee for using a bank wire transfer.

Security

VAN UK takes precautions — including administrative, technical, and physical measures — to safeguard your personal information against loss, theft, and misuse, as well as against unauthorised access, disclosure, alteration, and destruction.

Although we will do our best to protect your personal Information throughout the online selling process, we cannot guarantee the security and integrity of the data you transmit to the Website and be held liable for any harm or loss resulting from the use of the internet network, such as in the case of hacking. For more information about how we use and protect your information please view our Privacy Policy.

In order to secure your transaction and prevent fraud, VAN UK will perform a credit card and anti-fraud check. By placing your order, you will be deemed to have authorised VAN UK to perform such checks and, where VAN UK deems necessary, from time to time to transmit or obtain information that you have provided to VAN UK about you in order to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise a particular purchase transaction.

Returns & exchanges

You may return or exchange all mainline products ordered on VAN UK within 14 days of receipt of the goods.

VAN UK will not accept returned products that have been modified by external jewellers, worn, damaged, or returned without security tag or original paperwork and packaging.

Please note that VAN will not refund the original shipment cost to you unless the items in question have been deemed faulty or defective.

If you wish to return or exchange your purchase, please contact our Customer Service team who will assist you with your return.

Please follow the below steps to complete your return:

1. Please email customerservice@van-ora.co notifying us of your intention to return or exchange your purchase.

2. Once your email has been received, you will receive a confirmation email from our Customer Service team, providing you with a return label and instructions.

3. Please notify our Customer Service team upon shipment of your returns.

4. Your exchange or refund via your original payment method will be processed upon receipt of the goods. You will receive a confirmation email once your refund is complete.

Please note that VAN UK is not liable for lost or delayed packages. The customer is responsible for returning the goods to VAN UK, including obtaining insurance in respect of delivery. We cannot be liable for any import duty resulting from return of purchases.

Please direct all claims regarding faulty or defective items to our Customer Service team and we will respond to you by email as quickly as possible.

Should you require any further information, please contact us at customerservice@van-ora.co.

Shipping

Free worldwide delivery is available on all orders.

VAN UK will endeavour to fulfil shipments in the following timeframes:

UK Next Day Delivery (on orders placed before midday (BST). Excluding Saturday, Sunday and Bank Holidays.)

Europe – one to two-day delivery for orders placed by midday (BST).

Rest of the world – two to four-day delivery for orders placed by midday (BST).

All orders placed after the cut-off time will be shipped the next working day.

Please note that we are not able to deliver to Russia and China at this time.

UK VAT is charged on all products shipped within mainland Europe and the UK.

For all other countries, VAT will be deducted at checkout. You will be required to pay any applicable VAT, taxes or charges required by your country of import. Please contact your local Customs Office for further information about duties and charges. VAN UK will not be liable for these charges.

You may be required to provide identification information by the Customs office of your country on import. US customers may be required to provide an identification number to US Customs for orders over the value of $2,500. Please contact your local customs office for more details on the import information required by your country of import.

For any queries regarding delivery terms and charges to a country not mentioned above, please contact our Customer Service team at customerservice@van-ora.

Sizing & care

Pendants: Pendants are approximately 40mm high and 36mm wide, containing 10.50gr of 18kt yellow gold. Head includes 1 x6mm square cut stone; 2 x 5mm square cut stones in hands; 2 x 5mm square cut stones in feet; 1 x either oval (4 x 5 mm) or circle (3.30mm diameter) stone in stomach surrounded by 14 round stones.

Chains: Our chains are approximately 50mm long and contain 9 grams of 18kt gold.

General Care: Keep your pieces in their original VAN boxes to avoid exposure to environmental pollutants or harsh light. Please ensure that products are not dropped on hard services, stored with other jewellery or hard items. Pieces need to be treated with care.

We do not recommend the cleaning of jewellery with treated polishing cloths or brushes. Always dry your jewellery thoroughly after cleaning with a soft cloth.

We recommend using gold cleaning liquid at home to keep your pieces in their original condition. Where possible, it is best to have your pieces professionally cleaned by your local jeweller.