FAQ'S
Got a question? You can find all answers here:
HOW CAN I GET IN TOUCH YOUR CUSTOMER SERVICE?
You can contact our customer service for questions about your online purchases, the collection or general feedback.
Send an email to:
violetbycohava@gmail.com
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You will receive a reply as soon as possible.
HOW TO CARE YOUR JEWELRY?
Never leave chemical residue on your gold-filled jewelry. - Clean your jewelry and remove dirt residue with mild soap water and a soft toothbrush. - Store your jewelry in a pouch to avoid humidity. - Remove jewelry when exercising
HOW CAN I PAY?
Credit card Would you like to pay by credit card? We accept Master Card and Visa Card.
Occasionally, a credit card may not be accepted. One reason for this is that the country the credit card comes from does not correspond to the country where the IP address is registered. The transaction will then not be carried out. This security measure is used by us to prevent possible fraudulent actions.
If you have any further questions, please contact the credit card company
PayPalThis method of online payment is linked either to your credit card or to your checking account. In our e-shop you can easily pay the invoice amount with this payment method
ApplePay / GooglePayPay securely and quickly with your Android phone (Google Pay) or with your Apple phone (Apple Pay).
Shipping & Delivery
DO YOU SHIP INTERNATIONALLY?
Yes, we ship worldwide! Shipping prices differ in each region, view the checkout page for the correct amount
WHAT IS THE DELIVERY TIME OF AN ORDER?
We shipping with DHL EXSPRESE worldwild, Shipping times are fast between 3-5 days but there may be parts of the world that will require longer arrival time
HOW DO I CHANGE THE SHIPPING ADDRESS FOR MY ORDER?
Only if your order has not been shipped yet, you can update the shipping address by contacting us violetbycohava@gmail.com with your order number and the corrected address details.
WHAT IS THE CURRECT STATUS ORDER?
As soon as your order has left our warehouse, you will receive a shipping confirmation with a Track & Trace code. This way you can easily keep track of the status of your order. You can also see the time frame in which your order will be delivered
MY SHIPMENT WAS MARKED AS DELIVERED, BUT I HAVEN'T RECEIVED IT.
Please check that your order wasn't delivered with neighbours or in a pickup point. If you still haven't found your order send us an email violetbycohava@gmail.com including your order number and the concern.We will initiate an investigation with the shipping carrier and resolve the issue!
FEES & TAXES
All prices include VAT
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, and are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
PLEASE NOTE! For deliveries to Your countries outside you are responsible for paying any supplemental customs, duty or importations fees. Please check with your local customs bureau to avoid any unexpected fees upon the arrival of your order.
Returns & Refunds
RETURN REGISTRATION
Not completely satisfied with your purchase or made a mistake? That's no problem at all. You have the right to revoke the item within 14 days of receiving your order, or return it to us.
The return is at your own costs.
Return shipment is at your own risk and expense.
Own risk means that we not responsible for damaged or lost returned items.
Send the package back, preferably using a service that provides proof of shipment such as a Track & Trace code. Make sure the package is sufficiently stamped and keep the shipping receipt until we have confirmed receipt of your return.
Still have questions? Please send a message to:
violetbycohava@gmail.com
CAN I EXCHANGE AN ITEM?
If you wish to exchange you can simply retour the item you don't want, you'll get a refund once it arrived . You can order a new item yourself from our website!
DO I HAVE TO PAY FOR THE RETURN SHIPMENT?
Yes, you are responsible for covering the cost of the return shipment. Shipping fees are non-refundable, it is advised to use our designated return portalto ensure a smooth return process.
If a shipment is returned to us, you must pay for a new shipping cost in order to re send it to you.
Orders
WHERE IS MY ORDER CONFIRMATIONS?
In the case of a missing order confirmation, the e-mail address might not have been spelled correctly. It is also possible that something went wrong during the order process.
In that case, please contact us as soon as possible. Please send an e-mail to
violetbycohava@gmail.com.
Please also check your spam to be sure.
CAN I CHANGE OR REMOVE ITEMS FROM MY ORDER AFTER IT'S BEEN PLACED?
In the case of a missing order confirmation, the e-mail address might not have been spelled correctly. It is also possible that something went wrong during the order process.
In that case, please contact us as soon as possible. Please send an e-mail to
violetbycohava@gmail.com.
Please also check your spam to be sure.
HOW CAN I CANCEL MY ORDER?
Once the order has been shipped out cancelling isn't possible. To cancel your order, please send an email to violetbycohava@gmail.com with your order number and the request to cancel. We will do our best to assist you.
HOW DO I CHANGE THE SHIPPING ADDRESS FOR MY ORDER?
Please contact us at violetbycohava@gmail.com with your order number and details of the incorrect item received. We will work to resolve the issue and provide instructions for the return or exchange process.