Customer Service

365 Days Return/Exchange Policy
Below are the detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertain to you and if the item(s) are covered by our 365 Return Policy.
The following reasons are covered by our 365-day FULL COVERAGE Return/Exchange Policy.

(Vilado is responsible for return postage fees, and replacement fees)

We sent the wrong order or item(s), you received any broken items, or the quality of the products you received is poor/defective.
You received the incorrect photo charm. If the picture’s appearance is different from the photo provided to Vilado.
Paint is chipping, Crystals fall off, etc. (We will only exchange the item(s) for the same product, or for the item(s) or equal or lesser value.)
The following reasons are covered by our 365-day LIMITED COVERAGE Return/Exchange Policy.
(Customer is responsible for return postage fees, and replacement postage fees. Vilado does not refund any shipping fees.)

You chose the wrong size bracelet(s).
Personal Reasons due to changed mind, personal taste, etc.
The following reasons are NOT covered by our 365-day return policy, and we are not liable for these issues.
Products are exposed to corrosive substances or chemicals. Exposure to harsh chemicals can alter that appearance of your Vilado product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver is easily damaged.
Products are damaged by misuse, mishandling, or poor maintenance.
Silver pieces are given detail by oxidation, over time, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.
We do not accept any returns for any personalized photo charm(s) unless the picture’s appearance is different from the photo provided to Vilado, as stated in our 365-day FULL COVERAGE Return/Exchange Policy section.

Return Service Procedure:
Please submit a support ticket, and attach clear photos of the items that represent a quality issue.
Please follow the instructions that are provided by our customer service team.
Please follow the instructions below.
Items that are being returned should be new, and unworn. They should be kept in its original condition in which you received them in.
Please contact one of our customer service representatives to request a return authorization and the return instructions.

Refund & Cancellation Policy
Refunds will be done only through the Original Mode of Payment.