Contact information

Last updated: September 23, 2026

We want you to love your ShineVine piece. If you're not completely satisfied, we're here to help.

1. Return Window

You may request a return or refund within 30 days of delivery.

Holiday extension: Orders placed between November 1 and December 24 may be returned until January 31 of the following year.

2. Eligibility

To be eligible for a return or refund:

• The item must be unworn, undamaged, and in its original packaging with all tags attached.
• You must provide your original order number.
• Requests must be submitted before the 30-day window closes.

Not eligible for return:

• Customized or personalized pieces (e.g., engraved items)
• Earrings that have been worn or opened (hygiene reasons)
• Items marked as Final Sale
• Items showing signs of wear or damage caused by improper use

3. How to Start a Return

Email us at [vihaichinh1@gmail.com] within 30 days of delivery with:

• Your order number
• The item(s) you'd like to return
• A brief reason for the return
• Photos if the item arrived damaged or defective

We'll respond within 1–2 business days with next steps.

4. Return Options

Depending on your order value, we offer two simple options:

Option A – Refund Without Return (orders under $40)*

For orders under **$40*, you're welcome to keep the item — we'll issue a full refund to your original payment method. No need to ship anything back. This is our way of keeping returns simple and hassle-free.

Option B – Return to Our US Return Center (orders $40 and above)*

For orders of $40 or more, we'll provide a US return address. Please ship the item back within 14 days of approval. Once we receive and inspect the item, we'll process your refund.

5. Refund Timing & Method

• Refunds are processed within 5–10 business days of approval (Option A) or of receiving the returned item (Option B).
• Refunds are issued to your original payment method. After we process the refund, it may take 3–10 business days for your bank or payment provider to show the funds.

6. Exchanges

For cross-border orders, it's fastest to place a new order and return the original item within 30 days. Email us and we'll guide you through the best option for your situation.

7. Lost or Stolen Packages

• If tracking shows "Delivered" but you haven't received the item, please check with neighbors or your carrier first. We're not responsible for packages lost or stolen after confirmed delivery.
• If tracking doesn't show delivery, contact us within 30 days. We'll investigate with the carrier, then issue a replacement or refund.

8. Jewelry Care & Normal Wear

Sterling silver naturally tarnishes over time, and gold plating may show normal wear with daily use. These are natural characteristics of the materials, not manufacturing defects, and are not covered by this policy. Please follow the included care guide.

9. Contact

Questions? Email us at [vihaichinh1@gmail.com] — we typically reply within 1–2 business days.