FAQ

Please kindly check our shipping policies. 

We are committed to ensuring that your orders arrive on time. However, once your order leaves our warehouse, it is in the hands of the shipping company. While we do not directly control final-mile delivery, we will do our best to obtain updates from the shipping carrier in the event of a delay.

Steps to Take If Your Package Is Delayed or Lost

1. Check Shipping Time:
   First, verify if the estimated shipping time (as indicated in your order confirmation) has passed. Some carriers may not provide updates until the order has been delivered.

2. Gather Information:
   If you contact the shipping carrier for updates, please provide them with any relevant information they may require. Note that some carriers may not offer support in English, which could complicate direct communication.

3. Express Shipping Orders (FedEx):
   If your order was shipped via an Express service (such as FedEx), please contact us directly. We are happy to assist you in issuing a replacement for your order.

4. Postal Service Orders (e.g., AU Post, NZ Post):
   For orders being delivered by a postal service, we can file a claim with the carrier if tracking information has not been updated by the 15th business day since the order was shipped.

   • Please confirm your full address with us to prepare a free replacement.

   • We encourage you to remind us near the 15th business day if the issue persists.

Our Commitment

We apologize for any inconvenience caused by postal service delays and appreciate your understanding and patience. Your satisfaction is our priority, and we are here to assist you every step of the way.

Please reach out to us via ......................, confirming the shipping address, and supplying your order number. Our team will assist you with redelivering your order.

If your order status indicates it has been delivered but you have not received it, please follow these steps based on the delivery method:

      If Your Order is Being Delivered by Post Office

1. Wait an Additional 3 Business Days:
   Sometimes tracking may indicate 'delivered' before the parcel actually arrives.

2. Check Your Delivery Location:
   Inspect the usual place where you receive letters, as the parcel is likely in your mailbox and may not be delivered personally.

3. Ask Family and Neighbors:
   Inquire if anyone in your household or neighbors accidentally picked up the parcel. Look for the black bubble mailer that your items should arrive in.

4. Verify Delivery Location with GPS:
   Many tracking systems provide GPS coordinates for the delivery location. You can find this information through the tracking link (e.g., parcelsapp.com) or by contacting your local post office.

5. Contact the Delivery Service:
   Reach out to the delivery service responsible for the final/local delivery noted in the tracking link. They may have additional information that can help locate your package. This would be highly useful, as in case they lack English-speaking support, they may be able to provide you with more information that is not available to us.

6. Confirm Your Delivery Address:
   Double-check your delivery address with us, including any apartment or suite numbers, to ensure there are no issues with the address on file.

7. Follow Up with Us:
   If your order is still not located after these steps, please contact us within 3 business days for further assistance.
   
   

If Your Order is Being Delivered by Express Courier (FedEx)

1. Check Your Delivery Location:
   Inspect the area where you normally receive letters and ask household members if they have seen a black bubble mailer.

2. Utilize FedEx Customer Support:
   Go to FedEx’s official customer support page and enter your tracking number in the chat box for more information.

3. 

4. Contact Customer Support
   
   
5. If you cannot recognize the receiver or the proof of delivery evidence, the chat will redirect you to the contact card with the universal contact phone number and regional contact centers. Provide them with detailed information about the actual receiver and the issue you’re experiencing.
   
   

6. Contact Us: If you still cannot locate your order, please provide us with your order details and the steps you've taken so we can assist you further.

If your order isn't showing tracking updates, we are happy to assist! It's common for packages to have gaps in tracking information, especially after they leave the country of origin. Your package may be going through customs or switching between carriers, which can result in delays, especially during busy shipping periods like holidays.

Recommended Steps to Take:

1. Check Business Days:

• Verify how many business days have passed since your order was shipped.

• Compare this to the estimated shipping time provided in your order confirmation.
  
  

2. Allow Time for Delivery:

• If the estimated delivery date hasn't passed yet, please wait patiently. Tracking updates may be delayed, but your package could still arrive on time.

3. If the Estimated Delivery Date Has Passed:

• Reach out to us via email, and include the following details to help us investigate:
  
  - Have you had issues receiving regular mail at this address before?
  - How do you typically receive mail (e.g., mailbox, mail drop)?
  - Confirm your full address, including any apartment or flat number.
  - Double-check the tracking link we provided and contact your local post office. They may have additional details unavailable to us and can help locate your package.
  
  
  Let us know any information you receive from the post office, and we’ll assist you further.

If a delivery attempt fails, the local shipping carrier may leave a notice in your mailbox or hold the parcel at the post office before returning it to us. If you see via the tracking link that your order has been returned, please contact us at support@vacier.com so we can assist you with reshipping your order.

If your parcel was returned and you want it sent to an alternate address to avoid further delivery issues, we suggest providing the address of a family member, a friend, or another secure location you trust. This helps ensure successful delivery.

To expedite the process, please include the following details when providing the new address:

• Full Name

• Street and House Number

• Apartment, Suite, etc. (if applicable)

• State/Province

• Postal/ZIP Code

• Contact Number

Also, ensure that the name on the parcel matches the name on the mailbox at the new address.

Once we receive the updated information, we will promptly arrange for your parcel to be reshipped. We appreciate your patience and cooperation in resolving any delivery issues. Your satisfaction is our top priority, and we’re here to help ensure your package reaches you safely.

For orders within the European Union (EU), all import duties and taxes are covered. For shipments outside the EU, customers may be responsible for import duties, taxes, or fees upon arrival in their destination country. These fees vary based on local laws and are the customer’s responsibility. We recommend checking your country’s import policies before ordering.

If a delivery attempt has failed, here’s what you can do:

1. Contact Your Local Postal Service:

• Reach out to your local postal service to locate your package. They may have information on where the package was redirected, often to the nearest service point or post office.
  
  

2. Check the Tracking Information:

• Visit your local postal carrier’s website or use a universal tracking site to gather further details about the status of your package.
  
  

3. Arrange a Redelivery or Pick-up:

• If your package was redirected to a service point, you can usually arrange for redelivery or pick up the package at the designated location. Make sure to check if there’s a deadline for pick-up.
  
  

4. Look for a Delivery Notice:

• Check your mailbox or doorstep for a delivery notice left by the courier, which may include instructions for picking up your package or requesting a redelivery.
  
  

5. Verify Your Address:

• Double-check the delivery address you provided during checkout. If the address was incorrect or incomplete, it might have caused the failed delivery. Contact the postal service or us to update your address and arrange a new delivery attempt if possible.

If you're unable to resolve the issue through your local postal service, reach out to our support team with your tracking number, and we will assist you in locating your package.

Please follow these steps:

1. Has the estimated delivery date passed?

Check your order and shipping email confirmation. It should state what the transit time is for your destination. Please note that it states only the business days. Holidays and weekends do not count in for the transit time.

2. The estimated shipping time hasn't yet passed, but there are no tracking updates.

Once the order leaves the country of origin, it may not get updated only until it gets in the hands of the local post. Meaning, it may undergo customs clearance, switching between the general and local carrier, and only get updated once it reached the local post.

This happens from time to time when the shipping carriers are handling a large volume of parcels, especially during the traditional local and worldwide holidays. 

We advise that you reach out to our support team in case you are expecting your order for a special occasion, or if the last day of the estimated delivery date is nearby.

3. The estimated delivery date has passed, and my order isn't delivered.

There may be some issue with your delivery after it arrived in your country.

Please email us by responding to these questions, to facilitate the investigation process:

1. Have you had issues receiving regular letters at this address before? How do you usually receive letters at this address? There needs to be a mailbox/mail drop or similar available.

2. Confirm your full address, including your apartment number if you live in a flat. The parcel was sent to the address you provided when placing your order. We add this address automatically to the parcels.

3. Please check the tracking link you received from us and contact the local post directly. They may have more information that is not available to us and that may help you locate your delivery. Let us know any information they will give you and we will assist you further.

We can expedite your order by adjusting the shipping method to Express Shipping, but this must be done before it leaves our warehouse. If your order has already shipped, we can no longer modify it.

To expedite shipping:

• Contact us immediately if you need faster delivery before your order is processed.

• If Express Shipping costs more than Regular Shipping, your original order will be placed on hold until you pay the difference in shipping fees.

• Once the additional fee is paid, we will update your order to reflect the new shipping method and release it to the warehouse.

• You will receive a new order and shipping confirmation after the update.

If you need assistance, please email us at ................., use the Help Center chat widget, or click the "Report Issue" button.

Shipping Process After Order is Shipped

Once the order is in the hands of the shipping carrier, they are in charge of the delivery. 

• The order will get delivered within the estimated shipping date as stated in your order confirmation.

• Please exclude weekends and holidays from the estimated delivery date.

• Express Shipping carrier will get in touch with you via call, email or SMS provided on the order before they arrange delivery.

• Regular shipping is handled by your local post office. They usually do not inform the receiver of the delivery via call, email or SMS, but in case they are not able to reach your mailbox, they will leave a paper notice informing you where to pick up the parcel.

If you wish to return an item, you can do so within 14 days of receiving it.

You can start your return by either filling out the details in the Return Form, or emailing us at ............

When contacting us manually, please copy the layout below to easily provide us with the needed details:

• Email

• Full Name

• Order Number

• Name of the item to be returned 

• Reason for the return

• Are any item(s) defective or broken?

• Have you read & agreed to the Return Policy?

Once our team confirms your return and sends you the return instructions, please follow these important instructions:

1. Mark the parcel clearly with your order number and your name.

2. For a secure return, choose a tracked parcel service — this is essential as we can't guarantee a refund for lost returns that can't be traced.

3. Take a photo of the parcel and the shipping label, which will serve as proof in the event of any issues during the return.

4. Once you have posted the item, send us the tracking number and the picture of the return label to allow us to monitor the return.

5. Be aware that our warehouse has a handling time of up to 10 business days once it’s delivered to the facility. This may be extended due to holidays or increased workflow.
   
   Please note that once your return is delivered to our warehouse, it may take up to 10 business days for the return to be processed.  Once this is completed, we will proceed with the refund or exchange as agreed upon. Rest assured, the automated process will be based on our prior email agreement. We are here to assist you throughout the return journey.

Unfortunately, we are not in the position to change the receiving account or card for processing a refund.

The reimbursement of funds can only be allocated back to the original form of payment used for purchase.

You can request a refund within 14 days of receiving your item. To be eligible for a refund, please ensure the jewelry is in the same condition as when it was delivered and includes its original packaging.

Tracking Your Return

To monitor the status of your return, you’ll need the tracking number provided by your shipping carrier. This number generally consists of:

Format: Two letters followed by a series of numbers and ending with two letters (e.g., "RE123456789GB").

Tracking Your Return: You can enter this tracking number into a universal tracking website, such as parcelsapp.com, to get real-time updates on your return's whereabouts.

Processing Your Refund and Knowing The Status of Your Refund

Once your return is delivered at our warehouse, it may take up to 10 business days for the warehouse to correctly process and record your return. As soon as this is done, we will issue the refund to your account. The timeline for receiving your refund depends on the payment method used:

• Credit Card: Refunds are generally processed within 24 hours, though some banks may take an additional 3-5 business days. 

• PayPal: Refunds are usually issued instantly.

• Klarna, Afterpay, and other Buy Now, Pay Later Services: Your invoice will be adjusted accordingly within 1-2 business days after the refund is processed. Any future payments will be updated or canceled, and if you've already completed the full payment, the amount will be refunded directly to your payment method

  
  Important Notes

  • Refunds can only be allocated to the original form of payment used for the purchase.

  • Unfortunately, we cannot change the receiving account or card for the refund.

  • PayPal allows refunds up to 180 days from the initial payment.

  • For any inquiries about your refund status or additional assistance, please reach out to us at .................... We’re here to guide you through every step of your refund experience!

Please note that PayPal allows refunds to be processed within a maximum of 180 days after the initial payment.

At Vacier, we offer a variety of secure online payment methods to ensure a smooth and safe checkout experience. Our current payment options include:

• Apple Pay

• PayPal

• Visa

• Mastercard

• Google Pay

• iDeal

• Klarna

• American Express (debit and credit)

For security, Zyrah Collective never directly handles your payment information. All transactions are processed securely through trusted partner banks and payment processors using encryption technology to safeguard your data.

Please note that we do not offer payment on delivery. This policy ensures that all payments are handled securely online, providing a safer and more efficient process.

You can view the available payment options for your region during checkout. If you encounter any issues or have questions, don’t hesitate to reach out to us at ...........................

To ensure a secure payment process, at this time we offer only online payment methods.

We are an online-only store, and all our orders are shipped from designated warehouses based on your region. For wholesale or retail inquiries, please contact us via this form. (ADJUNTAR LINK)

We offer a free fourth item when you purchase three items. Here’s how to redeem it:

1. Add four items to your cart.

2. Proceed to checkout.

3. Enter the discount code provided, and one of the items will automatically be free.

Make sure your cart includes four items before applying the code. The discount will be visible in your final total.

You may encounter a possible scenario when placing an order ⤵️

If you have two products in your cart, you will be asked to add the third item, so you can become eligible to add the fourth item for free.

- If you have three products in your cart, you need to add one more product. 

- You need to have four items placed in your cart before you proceed to the Checkout.

Once you are in the checkout, enter the discount code, and one out of four items in your order will be for free.

One of the items has successfully been loaded at no charge.

If you are a first-time customer, you can receive a discount by subscribing to our newsletter. Simply enter your email address at the bottom of the shop page or use the "Get 10% off" tag on the website.

For returning customers, please reach out to us at .................., and we’ll do our best to assist you with your order.

After subscribing, your discount code should arrive within 10 minutes. If you haven’t received it, here are a few steps to take:

• Ensure you’ve entered a valid email address without typos.

• Check your spam or junk folder in case the email was filtered there.

If you still don’t receive the code, contact us at support ........................ or use the "Report Issue" option in our Help Center. We’re happy to help resolve the issue and ensure you receive your discount.

We strive to respond to all inquiries within 24 hours. During peak periods (e.g., product launches, holidays), responses may be slightly delayed.

Please note that if you send multiple follow-ups, your original inquiry might move to the bottom of our queue, delaying our response. Here’s what you can check if you haven’t heard from us:

1. Kindly wait up to 24 hours for a response.

2. Ensure your email address is correct and that your inbox isn’t full.

3. Check your spam/junk folder.

4. Double-check for typos in the recipient address if you manually typed our email.

We are committed to responding promptly while ensuring the accuracy of our replies. Some inquiries may require additional time and attention, such as coordinating with our warehouses. If your request requires extra time to review, we will keep you informed. Our goal is to provide each customer with personalized, thoughtful responses based on their individual needs.

If you still haven’t received a response after 24 hours, consider reaching out via social media, but we kindly ask that you refrain from contacting us through multiple channels at the same time, as it may complicate the conversation thread and increase response time.