Refund policy

At Vesper, we strive for excellence in every piece we create. If you are not entirely satisfied with your purchase, we are here to help.

Manufacturing Error or Damage Policy

If your item has a manufacturing error or arrives damaged, please contact us at support@vesperco.co within 3 days of delivery.

  • We will replace any damaged or defective item free of charge.
  • Note: Any damage reported after the 3-day window will be considered customer-caused and will not be covered under this policy.

Refunds & Returns (30-Day Window)

If you change your mind, you may return your item within 30 days of delivery.

  • Return Shipping: Customers are responsible for all return shipping costs.
  • Exclusions: Because customized or personalized items (such as engraved products) are made especially for you, they are not eligible for return or exchange if the reason is a change of mind and the item is not defective or damaged.
  • Important: Parcels returned to the sender without prior authorization from our support team will NOT be approved for a refund. Please note that our sender address and business registration address are different from our dedicated returns facility address.
  • To initiate a return, please email us at support@vesperco.co or hello@vesperco.co.

Refund Processing

Once we receive and inspect your returned item at our facility, we will process your refund via your original payment method. Please allow 2-7 business days for the funds to appear in your account, depending on your financial institution.

Customized & Personalized Orders

Due to their bespoke nature, customized orders—including those with name engravings or specific personalizations—are not eligible for returns or exchanges.

  • If a customized item arrives damaged or with a manufacturing error, you must contact us within 3 days of delivery for a resolution or replacement.

Cancellations

Orders can only be cancelled if they have not yet entered the processing or production stage.

  • Because our team begins preparing orders shortly after they are placed (especially for personalized items), cancellations are not guaranteed.
  • Once an order is in production or has been shipped, it can no longer be changed or cancelled.

Late Items & Shipping Delays

  • Before Dispatch: You may cancel your order if the item has not yet been dispatched.
  • After Dispatch: Once an item has left our shipping facility, we can no longer cancel the shipment. You must receive the item and follow our standard returns procedure. Refunds will only be issued once the parcel is received back at our facility.
  • Lost Parcels: If your parcel remains undelivered or is confirmed lost after 30 days, we will issue a full refund for your order.
  • Missing Packages (In Transit)
  • If your package is missing or delayed in transit for over 5 weeks, please contact us immediately for a replacement. We prioritize resolving transit issues as quickly as possible to ensure you receive your jewelry.

Lost or Stolen Packages

Vesper is not responsible for lost or stolen packages after they have been confirmed as "Delivered" by the shipping carrier.

  • If your tracking information shows the package was delivered but you have not received it, please report the issue to your shipping carrier and consider filing a local police report.
  • For further assistance or guidance, feel free to reach out to us at support@vesperco.co.

Contact Us

For any questions regarding your order or our policies, please reach out to our dedicated support team:

  • Email: support@vesperco.co
  • General Inquiries: hello@vesperco.co