Frequently Asked Questions (FAQs)

Have a question? Check our frequently asked questions

for answers or contact us directly! Contact support

General Questions

What materials are your jewelry made of?

Our jewelry is crafted primarily from high-quality S925 sterling silver, known for its durability, elegance, and hypoallergenic properties. We also use a varitely of stones such as moissanite, zircon, rhinestones and more! Offering a brilliant sparkle that closely resembles diamonds. Approximately 10% of our collection includes pieces made from alloy or tin, designed to offer more budget-friendly options while still maintaining a stylish aesthetic.

Are your products hypoallergenic?

Yes, most of our products, especially those made from S925 sterling silver, are hypoallergenic and safe for sensitive skin. If you have a history of metal allergies, we recommend choosing sterling silver items over those made from alloy or tin to ensure maximum comfort.

Can I wear your jewelry in water?

We recommend avoiding wearing our jewelry in water, such as during swimming, showering, or while washing dishes. Prolonged exposure to water, especially chlorinated or salt water, can affect the finish and accelerate tarnishing. Removing your jewelry before water activities ensures it retains its quality and shine.

Are your stones real diamonds?

No, our stones are not real diamonds. Instead, we primarily use premium-grade moissanite and zircon stones. Moissanite is a stunning diamond alternative with exceptional brilliance and durability, while zircon provides a dazzling yet affordable option. These materials are chosen to balance beauty and affordability for our customers.

Do your products tarnish over time?

Sterling silver may naturally tarnish over time due to exposure to air, moisture, and certain chemicals. However, with proper care, tarnishing can be minimized or even prevented. Regularly cleaning your jewelry with a soft polishing cloth and storing it in a dry, airtight container will help maintain its shine and longevity.

Shipping Questions

Where do you ship from?

The majority of our products are shipped directly from our manufacturing partners right here in the USA and from artisans all around the world. This allows us to offer a wide variety of designs at competitive prices while maintaining super high product quality. Each item is carefully inspected before shipment to ensure it meets our standards. Other countries with suppliers and artisans we source our jewelry from (China, Australia, United Kingdom and France).

What are your shipping times?

Standard shipping typically takes 7–15 business days, depending on your location. While we aim to deliver as quickly as possible, international shipping times may vary due to customs processing and other logistical factors. We appreciate your patience and ensure every order is worth the wait!

Do you offer expedited shipping?

At this time, we do not offer expedited shipping due to the logistics involved with our global supply chain. We are constantly evaluating options to improve our shipping services and may re-introduce faster options in the near future.

How do I track my order?

Once your order ships, you will receive a tracking number via email. You can use this number to track your package on our website or the carrier’s tracking portal. If you encounter any issues, our customer support team is always here to help.

What should I do if my package hasn’t arrived?

If your package hasn’t arrived within 20 business days, please check the tracking information provided. If there are no updates, contact us at support@vixenlux.com, and we will investigate the delay with the shipping carrier to ensure your order reaches you as soon as possible.

Returns & Exchanges

What is your return policy?

We offer a generous 365-day return and exchange policy. If you are not completely satisfied with your purchase, you can return it in its original condition to our returns center. Please ensure the item has not been heavily worn, does not have any scratches and includes the original packaging for a smooth return process. For our return center location, please contact customer service.

Who pays for return shipping?

For most returns, customers are responsible for return shipping costs. However, if the return is due to a defect or an incorrect item received, we will cover the shipping cost. Please contact our support team to initiate a prepaid return label for such cases. (support@vixenlux.com)

Can I exchange a gift without a receipt?

Yes, we understand the importance of discretion when exchanging gifts. As long as the item is unworn and in its original condition, we are happy to assist with an exchange. Please provide the order number or purchaser's name for verification.

How long does it take to process returns?

Once we receive your returned item, our team will inspect it and process your refund or exchange within 7–10 business days. You’ll receive an email confirmation when the return is completed. Refunds may take an additional 3–5 business days to reflect in your account, depending on your payment provider.

Can I cancel my order after placing it?

Yes, you can cancel your order within 12 hours of purchase by contacting us. After this time frame, the order will enter the processing phase and may not be eligible for cancellation. We recommend double-checking your order details before checkout.

Product Care

How do I clean and maintain my jewelry?

To clean your jewelry, use a soft cloth and a gentle soap solution to remove dirt and oils. Avoid abrasive materials that can scratch the surface. Store your pieces in an airtight container or jewelry box to protect them from tarnishing and scratches. For best results, clean your jewelry regularly.

Do you offer cleaning or repair services?

While we don’t offer in-house cleaning or repair services, we are happy to recommend trusted local jewelers who can assist you. Regular maintenance by a professional can help keep your jewelry in excellent condition for years to come.

Can I resize rings purchased from your store?

Most of our rings are designed with adjustability in mind, offering flexibility for different finger sizes. Fixed-size rings can usually be resized by a local jeweler, though we recommend consulting with them before making a purchase.

What should I do if my jewelry arrives damaged?

If your item arrives damaged, please contact us immediately at support@vixenlux.com with photos of the damage. We will work with you to resolve the issue by offering a replacement, repair, or full refund as appropriate.

Are your products covered by a warranty?

Yes, we provide a one-year warranty on all our products, covering defects in materials or craftsmanship. If you experience any issues, reach out to us with your proof of purchase, and we’ll assist you promptly.

Payments & Discounts

What payment methods do you accept?

We accept all major credit cards, including Visa, Mastercard, and American Express, as well as PayPal and other secure online payment methods. Your payment information is encrypted and processed securely.

Do you offer gift cards?

Yes, we offer digital gift cards in various denominations. These are perfect for gifting and can be used for any purchase on our website. Gift cards never expire and can be purchased directly on our site.

Can I use multiple discount codes?

Unfortunately, only one discount code can be applied per order. Be sure to choose the code that offers the best value for your purchase.

Do you have a loyalty program?

Not yet, but we’re excited to launch a loyalty program soon! Our program will reward customers with exclusive perks, discounts, and early access to new collections.

Are there hidden fees or taxes?

There are no hidden fees when shopping with us. The price you see at checkout includes all applicable taxes and shipping costs.

Miscellaneous

Do you offer custom jewelry?

At this time, we do not offer custom designs. However, we’re always looking to expand our services and may introduce custom options in the future. Keep an eye on our website for updates!

Do you sell wholesale or bulk orders?

Yes, we offer wholesale pricing for select items to qualifying businesses. Please contact us for more information about bulk orders and pricing.

How can I contact customer support?

Our customer support team is available 24/7 to assist you. You can reach us by email at support@vixenlux.com or visit the "Contact Us" page located in the page menu.

Is Vixen Lux eco-friendly?

We are committed to sustainability. Our packaging is designed to be minimal and eco-friendly, and we continuously explore ways to reduce our environmental impact.

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