Refund Policy
Returns & Exchanges Policy
Your right to return
We want you to love your VANSTELLA piece. If you change your mind, you may return eligible items within 30 days of delivery — more than the 14-day statutory withdrawal period under EU law.
Condition of returned items
For a full refund, items must be returned:
- Unworn and undamaged, in their original condition
- With all tags, certificates and the tamper-evident seal still attached and intact
- In the original packaging, including gift box and any accessories
Before you remove the seal
Each VANSTELLA piece is shipped with a numbered tamper-evident seal, recorded against your order. You can try your piece on with the seal attached. Only remove the seal once you have decided to keep your piece.
- 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 are not accepted for return.
- Within the 14-day withdrawal period, we will deduct the loss in value from your refund. For worn jewellery, this deduction can be substantial.
Every return is inspected before a refund is issued. Where a stone carries a laser inscription, we check it against its GRA certificate.
Return shipping costs
Return shipping is at the customer’s own expense. We do not provide prepaid return labels. We strongly recommend using a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in return transit.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. Refunds are processed to your original payment method in line with EU consumer law. For returns after day 14, original shipping charges are non-refundable.
Cancelling an order
You can cancel your order within 1 hour of placing it, through your order in your customer account or by emailing team@vanstella.com with your order number. Requests received within this hour are always accepted, and you will receive a full refund, including shipping.
After 1 hour, your order may already be in preparation and we can no longer guarantee that it can be stopped. This does not affect your statutory right of withdrawal: you can still withdraw within 14 days of delivery, as described in this policy.
Exchanges
To exchange an item for a different size or style, please return the original (subject to the conditions above) and place a new order. This ensures the fastest processing.
Faulty or incorrect items
If you receive an item that is faulty, damaged on arrival, or not what you ordered, please contact us promptly. In these cases, we cover all return and replacement shipping costs. This does not affect your statutory rights.
Non-returnable items
For hygiene reasons, earrings for pierced ears cannot be returned once the seal has been removed, unless faulty. Customised or personalised items are non-returnable unless faulty.
How to start a return
Email us at team@vanstella.com with your order number. We will respond with return instructions within 2 business days.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
— To: VANSTELLA, Paradijslaan 107B01, 3034 SJ Rotterdam, The Netherlands, team@vanstella.com
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
— Ordered on (*)/received on (*),
— Name of consumer(s),
— Address of consumer(s),
— Signature of consumer(s) (only if this form is notified on paper),
— Date
(*) Delete as appropriate.
This policy does not affect your statutory rights as a consumer under EU and Dutch law.