Help Center

Please check your spam or promotions folder first. If it isn't there, the email address may have been entered with a typo at checkout.

Email us at team@vanstella.com with your full name and postcode, and we'll find your order and resend the confirmation.

Yes, within 1 hour of placing your order. Cancel it through your order in your customer account, or email us at team@vanstella.com with the subject line ORDER CHANGE + your order number. Requests received within that hour are always accepted.

• Cancel: we'll cancel your order and refund you in full, including shipping.
• Change size or product: we'll cancel the original so you can place a new order — this is the fastest way to get the right piece.
• Change address: let us know right away. Once a parcel has been handed to the carrier, we can no longer change the address.

After 1 hour, your order may already be in preparation and we can't guarantee changes. You can still change your mind after delivery — see Returns & Exchanges.

No. We ship from the Netherlands within the EU only, so there are no customs duties or import fees. The total you see at checkout, including shipping, is the total you pay.

All available payment methods are shown at checkout and may vary by country. Payments are processed securely by our payment provider — we never see or store your full card details.

Unfortunately not. We only sell pieces that are physically in stock and quality-checked by us, so we don't take backorders or made-to-order requests. Sold-out sizes can't be added to your bag. Check back later — restocks appear on the product page as soon as they arrive.

Of course. Every VANSTELLA piece arrives gift-ready: a jewellery box, a carrier bag, protective padding, a silver polishing cloth and a warranty card. Simply enter the recipient's address as the shipping address at checkout.

All orders are dispatched from Rotterdam, the Netherlands. We currently deliver to:

the Netherlands, Belgium, Germany, France, Italy, Spain, Denmark and Poland.

If your country isn't available at checkout, we don't ship there yet. Email us and we'll let you know when we do.

We process orders within 1–2 business days after payment. Every piece is checked by us before it's packed. Once dispatched, estimated delivery times are:

These are estimates, not guarantees. Peak periods and public holidays can add a few days.

Orders to Denmark are charged in Danish kroner (DKK) and orders to Poland in Polish złoty (PLN). For these countries, the shipping cost and free-shipping threshold are converted from euros at the current exchange rate.

The free-shipping threshold applies to the order value after any discounts. The exact shipping cost for your order is always shown at checkout before you pay.

All orders are sent with a tracked service. As soon as your parcel leaves us, you'll receive a shipping confirmation email with your tracking number and link.

Tracking can take up to 24 hours to show the first scan after you receive the email. If it still shows nothing after 2 business days, let us know and we'll check with the carrier.

Please check the estimated delivery time for your country above (count from the dispatch date, not the order date). If your parcel is past that window, email us with your order number and we'll open an investigation with the carrier.

If a parcel is confirmed lost in transit, we'll send you a replacement or a full refund — your choice.

Most "missing" parcels turn up within a day. Before contacting us, please:

• check the carrier's tracking page for a delivery photo, a neighbour's address or a pickup point;
• ask neighbours, your building reception or colleagues (for work addresses);
• look around the property, mailbox and any safe places.

Still nothing after 1 business day? Email us with your order number. We'll file a claim with the carrier and keep you updated. If the parcel can't be found, we'll make it right with a replacement or refund.

Email us immediately with your order number and the correct address. If your order hasn't been dispatched, we'll update it.

Once a parcel is with the carrier, we can't redirect it. If it's returned to us because the address provided was incorrect or incomplete, we'll contact you to arrange reshipping; the additional shipping cost will need to be paid before we resend. Please double-check your house number and postcode at checkout.

Yes. You can return eligible items within 30 days of delivery — that's longer than the 14-day withdrawal period required by EU law. To qualify, items must be:

• unworn and undamaged, in their original condition;
• returned with all tags, certificates and the tamper-evident seal still attached and intact;
• in the original packaging, including the gift box and accessories.

Full details are in our Returns & Exchanges Policy.

Every piece ships with a numbered, tamper-evident seal recorded against your order. You can try your piece on with the seal attached.

• A removed seal means the piece has been worn and can no longer be sold as new.
• After day 14, pieces with a removed seal can't be accepted for return.
• Within the 14-day withdrawal period, we'll deduct the loss in value from your refund. For worn jewellery, this deduction can be substantial.

Opening the shipping box and the jewellery box is completely fine — the seal on the piece itself is what matters.

Email team@vanstella.com with your order number and the item(s) you'd like to return. We'll reply with return instructions within 2 business days. You can also use the model withdrawal form in our Returns & Exchanges Policy.

Please don't send anything back before you've received our instructions, so we can match your parcel to your order.

Return shipping is at your own expense; we don't provide prepaid return labels. We strongly recommend a tracked and insured service, as we can't be responsible for parcels lost or damaged on their way back to us. Keep your proof of postage until your refund is complete.

If your item is faulty or we sent the wrong item, we cover all shipping costs — see Faulty Items & Guarantee.

Every return is inspected when it arrives. Where a stone carries a laser inscription, we check it against its certificate. We'll email you the outcome and refund to your original payment method.

• Within the 14-day withdrawal period: we refund the item price plus the standard shipping you paid, no later than 14 days after you told us you're withdrawing. We may wait until we've received the item back, or you've shown proof that you've sent it.
• From day 15 to day 30: we refund the item price; original shipping charges are non-refundable.

Your bank may take a few extra days to show the refund.

The fastest way is to return the original (following the conditions above) and place a new order for the size or piece you'd like. That way, your new size is reserved straight away instead of waiting for your return to arrive.

• Earrings for pierced ears can't be returned once the seal has been removed, for hygiene reasons (unless faulty).
• Customised or personalised items can't be returned unless faulty.

Moissanite is a lab-created gemstone made of silicon carbide. It is not a diamond and not a diamond simulant made of glass or cubic zirconia — it's a gemstone in its own right.

It scores 9.25 on the Mohs hardness scale, which makes it very well suited to everyday wear, and it's known for strong brilliance and colourful "fire" — the rainbow flashes you see in sunlight.

• Material: diamond is carbon; moissanite is silicon carbide.
• Hardness: diamond is 10 on the Mohs scale; moissanite is 9.25.
• Sparkle: moissanite shows more coloured fire, especially in daylight.
• Origin: our moissanite is lab-created, so it involves no mining.

Moissanite is lighter than diamond, so a moissanite of the same size weighs less. Carat figures marked as "equivalent" or "DEW" (diamond equivalent weight) describe the visual size compared with a diamond, not the literal weight of the moissanite.

Yes. Our pieces come with a GRA moissanite certificate stating the stone's characteristics. Most centre stones also carry a microscopic laser inscription on the girdle (the outer edge) that matches the certificate number. Pavé bands and bezel-set pieces are the exception: their stones are too small or too enclosed to inscribe.

The colour and clarity grade for each piece is listed on its product page and on its certificate.

All our pieces are made of 925 sterling silver, finished with a plating:

• Silver-tone pieces: rhodium plating, for a bright white finish and extra protection against tarnish.
• Gold-tone pieces: 18K gold plating.

The finish of each piece is stated on its product page. Plating is a surface layer and will gradually wear with use — see Jewellery Care to keep it looking its best.

Everyone's skin reacts differently, so we can't promise that a piece will suit every sensitivity. If you have a known metal allergy, please email us before ordering and we'll share the material details we have for the piece you're interested in. If in doubt, ask your doctor or dermatologist.

We photograph and edit our images in a natural tone so they stay true to life. Screens display colour differently, and because our pieces are hand-set, small natural variations can occur.

Our rings come in US sizes 5 to 9. On each product page, sizes are shown as the EU size (inner circumference in mm) with the US size in brackets — for example, 54 (US 7).

Every ring has a Size Guide on its product page with a conversion table for US, EU, UK and French sizes, plus the inner diameter in mm.

Option 1 — measure a ring you already own: measure the inner diameter in mm and compare it with the Size Guide on the product page.

Option 2 — measure your finger:

• Wrap a thin strip of paper around the base of your finger.
• Mark where the paper overlaps and measure the length in mm.
• That length is your EU ring size (e.g. 54 mm = EU 54).

We don't offer resizing. If your ring doesn't fit, you can return it within 30 days (seal intact) and order the right size — see Returns & Exchanges.

Our necklaces are 40–45 cm long. The exact length of each necklace and bracelet is listed on its product page.

Moissanite is hard enough for daily wear. The plated silver needs a little care to keep its finish. For the longest-lasting shine, remove your jewellery:

• before showering, bathing, swimming (chlorine and salt water) and saunas;
• at the gym and during sports or heavy manual work;
• when cleaning with household chemicals;
• before going to sleep.

Put your jewellery on last — after perfume, lotion, hairspray and make-up.

• Wipe gently with the silver polishing cloth included in your order.
• To refresh the stone, use lukewarm water with a drop of mild soap and a very soft brush, then rinse and dry thoroughly with a soft cloth.
• Avoid ultrasonic cleaners, abrasive pastes and harsh dips — they can damage the plating or loosen small stones.

Store each piece separately in its jewellery box or a soft pouch, away from moisture and direct sunlight. Keeping pieces apart prevents scratches and tangled chains; storing them airtight slows tarnishing.

The rhodium or gold plating protects the silver underneath, but plating is a surface layer that gradually wears with friction and contact with water, sweat and chemicals. Rings and bracelets wear fastest because they touch surfaces all day. Following the care tips above will noticeably extend the life of the finish.

We're sorry! Please email team@vanstella.com as soon as possible with:

• your order number;
• clear photos of the item and the issue;
• a photo of the packaging if it was damaged in transit.

We'll arrange a repair, replacement or refund, and we cover all shipping costs in these cases.

Please check all packaging and padding first — small pieces can hide in the wrapping. Then email us your order number, the missing item and a photo of the parcel and its contents. We'll send the missing item or refund it.

Every purchase is covered by the legal guarantee under Dutch and EU consumer law: your jewellery must be as described and fit for normal use. If a defect appears that was present at delivery, you're entitled to a repair, replacement or, where that isn't possible, a price reduction or refund.

The guarantee doesn't cover normal wear (such as plating gradually wearing), accidental damage, or damage from misuse or not following the care instructions.

See our Terms of Service for details. Not sure whether something is covered? Just email us a photo and we'll take a look.