Yes, within a short window. Email us with your order number as soon as possible — if your order hasn't shipped yet, we can cancel it for a full refund or update details like your shipping address or size. Once it's shipped, it can no longer be changed or cancelled, but you're welcome to return it once it arrives.

Once your order ships, we'll email you a tracking number along with a link to follow it. If tracking hasn't updated in a day or two, that's usually normal — it doesn't necessarily mean anything's wrong, especially for international orders passing through customs.

Yes, every piece we sell is authentic — no imitations, no ambiguity about what you're getting. It's one of the things we take most seriously.

Materials, craftsmanship, and complexity all factor in. A hand-finished item with more detailed work will naturally cost more than a simpler design, even if they look similar in a thumbnail photo.

Yes. Every piece from Vilora Labelle comes with a 12-month warranty against manufacturing defects — things like a clasp failing under normal use, stones coming loose from their setting, or plating wearing unevenly right out of the gate. If something like that happens within the warranty period, we'll repair it, replace it, or refund it, whichever makes the most sense for your situation.

A couple of things this doesn't cover, just to be upfront: everyday wear and tear (jewelry naturally shows some aging with regular use, that's normal, not a defect), damage from accidents or improper care, and any alterations made by someone outside our team. If you're ever unsure whether something falls under warranty, just email us with photos and your order number — we'd rather take a quick look than have you guess.

[Adjust the 12-month figure if you want a different period — many luxury brands offer 1–2 years, so this is a reasonable, realistic middle ground for a supplier to stand behind rather than promising something you can't back if a claim ever escalated to your own supplier.]

A little care goes a long way toward keeping a piece looking the way it did the day it arrived. Here's what actually helps:

For jewelry:

• Put it on last, take it off first — apply perfume, lotion, and hairspray before your jewelry goes on, not after. These products are one of the most common reasons plating and finishes dull over time.
• Keep it away from water where you can, including showering, swimming, and washing your hands with rings on. Moisture speeds up tarnishing, especially on plated pieces.
• Store each piece separately, ideally in a soft pouch or lined box rather than tossed loose in a drawer. Pieces rubbing against each other is one of the most common causes of scratches.
• Wipe with a soft, dry cloth after wearing to remove any oils or residue before storing it.
• Avoid extreme heat or direct sunlight for extended periods — a hot car or a sunny windowsill isn't a great long-term home for fine jewelry.

For handbags:

• Avoid over stuffing — it stretches the shape and stresses the seams over time, even on well-constructed bags.
• Store it stuffed lightly with tissue paper or a bag pillow to help it hold its shape when you're not using it, ideally in a dust bag rather than left out collecting dust or direct light.
• Keep leather away from prolonged sun exposure and moisture — both cause fading, drying, or watermarks that are hard to reverse.
• Rotate which bag you carry rather than using the same one daily. Giving leather a rest between uses actually extends its life.
• For a deeper clean or any real stains, it's worth using a professional leather cleaning service rather than a DIY product — the wrong cleaner can do more damage than the stain itself.

Treated well, a good piece is meant to last years, not seasons — that's really the whole idea behind buying something well-made in the first place.

Every item at our store is made with genuine materials — real gold plating, sterling silver, and premium leather, depending on the item — sourced directly from manufacturing partners. Nothing is mass-produced with cheap substitutes to cut corners. 

Each item goes through a quality check before it ever gets packed, and every order ships with its dust bag, authenticity card, and original packaging, so you have everything you'd expect from a genuine luxury purchase. If anything ever arrives not matching that standard, our Refund and Returns Policy has you fully covered — we stand behind what we sell.

Simple answer: we cut out the middlemen. Most luxury retail pricing includes multiple markups — a distributor, a wholesaler, sometimes a physical store's rent and staffing costs — stacked on top of the actual cost of the item. 

We source directly from manufacturing partners and sell straight to you online, so a lot of that traditional markup simply doesn't exist in our pricing. You're paying for the craftsmanship and materials, not for three layers of business overhead that add nothing to the item itself.

That's also why we can maintain the quality standards we do while keeping prices accessible — it's not a trade-off between "cheap" and "genuine," it's just a leaner way of getting a well-made item from production to your door.

We're currently accepting orders via Bank Transfer while we resolve a temporary issue with our card payment gateway — card payments will be back shortly. Bank details are shown directly at checkout once you select this option. Bank transfer is our primary method, along with card payments — Visa, Mastercard, American Express and PayPal. 

Yes. Our site runs on SSL encryption, which protects any information you enter — including your details at checkout — from being intercepted while it travels between your browser and our server. We're currently accepting payment via Bank Transfer while we resolve a temporary issue with our card payment gateway, and we expect card payments to be back shortly. In the meantime, there's no card data ever sitting on our servers, so there's nothing sensitive for anyone to expose. We also never share or sell your personal information — you can read exactly how we handle your data in our Privacy Policy. If anything about an order ever feels off on our end, we reach out before proceeding, not after.

At checkout, select Bank Transfer and our account details will show right there on the page, along with your order number to use as the payment reference. Once we see the transfer clear on our end — usually 1 to 2 business days — your order moves into processing.

Prices are listed in USD. If you're ordering from the UK or Europe, please check with your bank about any currency conversion involved when sending a transfer.

We offer standard shipping (free, 5–8 business days within the US) and expedited shipping ($74.99, 3–6 business days) where available at checkout. We partner with FedEx, USPS, UPS, and DHL to handle deliveries, so your package is always in the hands of a carrier you already know and trust. International orders ship via standard delivery, typically 6–15 business days depending on your location.

Yes — we ship to the United States, United Kingdom, and most of Europe, along with several other countries. International shipping is free, and delivery usually takes between 7 and 15 business days depending on your location and customs processing.

It depends on where you're ordering from. US and UK orders usually arrive in 5 to 10 business days, Europe in 6 to 12, and other international destinations in 7 to 15. Orders are processed within 1 to 3 business days before they even ship, and you'll get a tracking number the moment your package is on its way.

Yes — shipping within the United States is free with no minimum order required, and we also offer free international shipping. If you'd rather get your order faster, expedited shipping is available for $74.99 and cuts delivery down to 3 to 6 business days.

Not immediately. Packages can sit for a day or two without a tracking scan, especially once they hit customs. Give it a couple of days before assuming something's wrong, and if it's still stuck after that, email us and we'll look into it.

Email us with your order number and a quick note on why it's coming back. We'll confirm you're eligible and send you return instructions from there.

30 days from the day your order arrives, as long as the item hasn't been worn and still has its original packaging and tags.

Unfortunately no, for hygiene reasons — this is standard across pretty much every jewelry retailer, not a Vilora Labelle specific rule. The only exception is if the earrings arrived defective or wrong.

Once your return reaches us and gets checked over, refunds are processed within 7 to 10 business days back to your original payment method. Your bank might take a little longer to actually post it, which is outside our control.

The fastest path is actually returning the original for a refund and placing a new order for what you want — that way the replacement ships immediately instead of waiting on a formal exchange process.

No — you can check out as a guest. Creating an account just makes it easier to track past orders and manage your addresses for next time.

Email info@viloralab.store — a real person reads and replies to every message, not a bot loop.

Use the "Forgot Password" link on the login page, and you'll get a reset email. If it doesn't arrive within a few minutes, check your spam folder before reaching out to us.