HELP / FAQS

Orders & shipping

Can I still change my order?

If you want to change your order, please send us an email to online@venessaarizaga.com. We will see what is still possible.

Has my order shipped?

You will receive a shipping confirmation notice via email when your order has left the warehouse. If it has been more than a few days since placing your order and you have not received shipping confirmation, please contact customer service at online@venessaarizaga.com or by calling 1-646-620-9779.

How can I track my order?

You will receive a shipping confirmation notice via email when your order has left the warehouse. It will contain information to track your order. It may take 24 hours for tracking updates to appear. If it has been more than a few days since placing your order and you have not received shipping confirmation, please contact customer service at online@venessaarizaga.com or by calling 1-646-620-9779.

There is a problem with my shipment/My order has yet to arrive. What should I do?

If your package gets lost in transit, don't worry, we will help you and find a solution. Please contact customer service at online@venessaarizaga.com or by calling 1-646-620-9779.

Can I return or exchange products?

Return requests are approved at our discretion and any misuse of our Return Policy may result in denial of the return request and being blocked from making any future purchases. Discounted and Sale Items are non-returnable. If you are unsatisfied with your purchase, we're happy to accommodate a return within 30 days of purchase.

Please follow the below instructions to start your return:

  1. Log into your account.
  2. Select the order with the item you would like to return.
  3. Select Request return on the upper right hand corner.
  4. Select the items you would like to return.
  5. Click Request return.
  6. Once your request has been reviewed and approved, you will receive an email with the return label (cost will be deducted to from the final refund amount)
  7. Once the package has been received and inspected, the refund will be issued.

Original shipping and handling charges are not refundable, and you will be responsible for return shipping costs + a 5% restocking fee. Please note that items must be returned in their original condition and packaging.

Custom pieces and DIY Charms are final sale and cannot be returned.

What is the warranty on my purchase?

All products are covered under our standard warranty policy. 

We offer complimentary repair service for any item purchased from the Venessa Arizaga website within 1 year  from the purchase date.

Please email online@venessaarizaga.com to receive instructions and your repair number.

Please include your receipt as proof of the original date the product was bought. If you do not have the original receipt, a $50.00 fee will be charged for the repair. For repairs on products over 1 year from the date of purchase, an additional fee may be charged. Please allow 2-4 weeks for the repair to be returned.

Can I order a custom piece?

Yes! You can order custom pieces here. 

Account Info

Do I have to create an account?

No, you don't have to create an account. However, we strongly recommend that you create an account so that you can take advantage of the various benefits it offers. For example, you will be able to access your account easily the next time you visit us, and you will also be able to get personalized recommendations and services tailored to your needs. By creating an account with us, you will be able to make the most out of our services and save time in the future.

How do I change my account password?

You do not need a password to log in. Simply enter your email and you will receive a login code.