Our support team here at Vitaly Design has one shared goal: to resolve issues efficiently and fairly through support experiences that create relationships built on trust and respect. We are committed to providing a helpful, compassionate, and profess

<h2 data-start="0" data-end="60" id="isPasted"><strong>Customer Support Mission</strong></h2><p data-start="62" data-end="387">Our support team here at Vitaly Design has one shared goal: to resolve issues efficiently and fairly through support experiences that create relationships built on trust and respect.</p><p data-start="62" data-end="387">We are committed to providing a helpful, compassionate, and professional support environment, and we ask that all customers engaging with our team help us to maintain that standard.</p><h2 data-start="389" data-end="425" id><br></h2><h2 data-start="389" data-end="425" id="customer-expectations"><strong>Customer Expectations</strong></h2><p data-start="427" data-end="472">When contacting support, we expect you to:</p><ul data-start="473" data-end="752"><li data-start="473" data-end="524"><p data-start="475" data-end="524">Be respectful and courteous in tone and language.</p></li><li data-start="525" data-end="617"><p data-start="527" data-end="617">Provide accurate and relevant details to help us understand and resolve your issue faster.</p></li><li data-start="618" data-end="681"><p data-start="620" data-end="681">Remain open to collaboration and troubleshooting suggestions.</p></li><li data-start="682" data-end="752"><p data-start="684" data-end="752">Understand that some issues may take time and require investigation.</p></li></ul><p data-start="754" data-end="913">Our team is here to help and always strives to treat every customer with patience, empathy, and fairness. In return, we ask for the same spirit of cooperation.</p><p data-start="754" data-end="913"><br></p><h2 data-start="915" data-end="943" id="unacceptable-behavior"><strong>Unacceptable Behavior</strong></h2><p data-start="945" data-end="1038">To protect the well-being of our staff and community, we maintain a zero-tolerance policy for:</p><ul data-start="1039" data-end="1247"><li data-start="1039" data-end="1097"><p data-start="1041" data-end="1097">Abusive, aggressive, or threatening language or behaviour</p></li><li data-start="1098" data-end="1136"><p data-start="1100" data-end="1136">Harassment or discriminatory remarks</p></li><li data-start="1137" data-end="1179"><p data-start="1139" data-end="1179">Fraudulent activity or misrepresentation</p></li><li data-start="1180" data-end="1247"><p data-start="1182" data-end="1247">Repeated violations of platform terms during support interactions</p></li></ul><p data-start="1249" data-end="1357" style="text-align: center;"><br></p><p data-start="1249" data-end="1357" style="text-align: center;"><strong>Engaging in any of the above may result in partial or permanent restriction from accessing support services or placing orders determined at the sole discretion of the business.</strong></p><p data-start="1249" data-end="1357"><br></p><h2 data-start="1359" data-end="1385" id="a-shared-commitment"><strong>A Shared Commitment</strong></h2><p data-start="1387" data-end="1601">Support works best when it&apos;s a two-way street. We appreciate your partnership in fostering a respectful and constructive environment. Together, we can ensure everyone receives the high-quality support they deserve.</p><p data-start="1603" data-end="1690">If you have questions about these policies, please contact us for clarification.</p><p data-start="1692" data-end="1736" data-is-last-node data-is-only-node><em data-start="1692" data-end="1736" data-is-last-node>Thank you for being part of our community.</em></p>

Customer Conduct Policy

How to contact Vitaly Design customer support.

<h2 id="isPasted"><strong>How can I get in touch with Vitaly Design support?</strong></h2><p>You can reach us by email at <a href="mailto:info@vitalydesign.com">info@vitalydesign.com</a>.</p><p>You can reach us via the chat bubble widget at the bottom right corner of our <a href="https://www.vitalydesign.com/" rel="noopener noreferrer" target="_blank">website</a>.</p><p id="isPasted">Unfortunately, phone support is not available at this time.</p>

How To Contact Customer Support

Vitaly Design customer support is typically available 7 days a week with the exception of regional holidays. We aim to respond within 24 - 48 hours. Response times may vary depending on support volumes. We do our best to prioritize urgent matters. We

<h2 id="isPasted"><strong>When is Customer Support available?</strong></h2><p>Vitaly Design customer support is typically available 7 days a week with the exception of regional holidays.</p><h2 id="how-soon-should-i-expect-a-response-from-customer-support"><strong>How soon should I expect a response from Customer Support?</strong></h2><p id="isPasted">We aim to respond within 24 - 48 hours. Response times may vary depending on support volumes. We do our best to prioritize urgent matters.</p><p>We greatly appreciate your patience as we attend to all support requests in a timely manner.</p><h2 id="i-have-not-received-a-customer-support-response-yet-whats-going-on"><strong>I have not received a Customer Support response yet. What&apos;s going on?</strong></h2><p id="isPasted">If you are waiting for a reply and it has been more than 24 hours since you initially contacted us, we would recommend checking your email spam folder for emails from <a href="mailto:info@clocksandcolours.com">info@vitalydesign.com</a>, as we have likely already responded.</p><p>On rare occasions, we may have reduced coverage due to regional holidays or special circumstances, in which case we will respond to you as soon as we are available again.</p>

Customer Support FAQ

We aim to respond in 2 minutes during business hours

Can't find what you need? Click here to contact us!

Shop

Return & Exchange

Vitaly Design

Information on contacting customer support, as well as community conduct guidelines.

Contacting Customer Support

Extended Return/Exchange Period

Using Discount Codes During BFCM/Holiday Season

Special BFCM & Holiday Sale FAQs

Return & Exchange Policy

Return/Exchange Eligibility

Improper or Missing Return Contents

Late Return/Exchange Requests

Return Shipping Labels and Fees

How To Submit A Return/Exchange Request

When will my return/exchange be processed?

Lost Return Shipments

Returning Orders with Free Items from Promotions

Policies & Conditions

Can I make an exchange during a sale?

Can I exchange for a different size/colour if what I want is out of stock?

Can I use a discount code when I make my exchange?

What if I change my mind about an exchange?

Exchanges FAQ

Return Fees

Return/Refund Processing Times

Non-Returnable Items

Orders Not Returned Due To Customs Fees.

Returns & Refunds FAQ

Returns and Exchanges

Lifetime Warranty Policy

Types of Warranty Coverage

How To Submit A Warranty Claim

Warranty Item Repairs

Warranty Claims - Decision Waiting Times

Unavailable Warranty Replacements

Information About Denied Warranty Claims

Lifetime Warranty

Ring Sizing

Bracelet and Chain Sizing

Sizing Resources

Where can I get a discount code?

Why is my discount code not working?

Lost or Missing Discount Codes

Can I use multiple discount codes or promotions at once?

Can I use a gift card and a discount code at the same time?

I have forgotten to apply my discount code, what should I do?

Expired Discount Codes

Discount Codes

Credit Code Information

Gift Card Information

Gift Cards and Credit Codes

Payment Types & Methods

Stock Availability

Order Confirmations

Price Match Policy

Order Placement

Order Changes

Order Cancellations

Unexpected Order Cancellations

Changing A Shipping Address

Order Changes & Cancellations

Delivery Destinations

Shipping & Delivery Times

Shipping Rates

Customs, Duties & Import Fees

Can I order my items today and get them tomorrow?

Shipping Information

How do I track my order?

Order Tracking

Shipping Delays

Missing Deliveries

Lost Orders

Incorrect Items Received

Damaged Items Received

Delivery Issues

Product Materials

How do I care for my new item?

Polishing Items

Can I get my items wet?

Can I get my item engraved?

Where are Vitaly Design items made?

Products - Manufacturing, Materials and Care

Deletion Requests

Unsubscribe Requests

Account Deletion & Unsubscribe Requests

How do referrals work?

How To Complete A Referral

Referral Qualifications

Affiliate Links

Missing Rewards Code

Refer A Friend Program