Refund policy
Returns & Warranty Policy
Our promise
We want you to love wearing your Vocco piece. If something's not right, we'll sort it, no arguments, no small print designed to trip you up.
Return policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Changed your mind? Once an order is placed, it goes straight to production and can't be cancelled or changed. If you change your mind, no problem: return it within 30 days of delivery, unworn and in its original packaging. Email contact@voccojewellery.com with your order number and we'll send you a free prepaid returns label. We'll refund you in full as soon as it's back with us, or as soon as you send us proof of postage.
To be eligible for a return, your item must be in the same condition that you received it: unworn, in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at contact@voccojewellery.com with your order number and which item(s) you're returning.
If your return is accepted, we'll email you a return label with the return address on it, along with instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.
Return postage is free on every return. If your item arrived faulty, damaged, or isn't what you ordered, see Damages and issues below.
You can always contact us for any return question at contact@voccojewellery.com.
Damages and issues
Please check your order on arrival and contact us immediately at contact@voccojewellery.com if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.
Exceptions / non-returnable items
For hygiene reasons, earrings can only be returned if the seal is unbroken.
Please get in touch if you have questions about a specific item's eligibility.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
Refunds
We'll notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 working days. Please note it can take extra time for your bank or card provider to process and post the refund.
If more than 15 working days have passed since we approved your return, contact us at contact@voccojewellery.com.
1-year warranty
On top of your 30-day return window, every Vocco piece is covered for 12 months from delivery against:
- Stone loss (a moissanite stone coming loose or falling out under normal wear)
- Clasp failure (necklace clasps breaking or failing to hold under normal use)
- Hinge issues (earring hinges or closures failing under normal use)
If any of these happen, email contact@voccojewellery.com with a photo or short video of the issue and your order number. If it's a covered fault, we'll repair or replace the piece free of charge.
The warranty doesn't cover:
- General wear and tear (light surface scratching, tarnishing of sterling silver)
- Damage from accidents, misuse, or a piece being altered by a third party
- Loss or theft
Your statutory rights
This policy sits alongside, and doesn't limit, your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing here affects your right to a refund, repair, or replacement where goods are faulty, not as described, or not fit for purpose.