We understand that sometimes changes to your order are necessary. Whether it's an order cancellation or simply an item change, you can contact our customer support team to request assistance with changing your order at info@vitalydesign.com. While we

<h1 id="isPasted">Order Change Policy</h1>We understand that sometimes changes to your order are necessary. Whether it&apos;s an order cancellation or simply an item change, you can contact our customer support team to request assistance with changing your order at <a data-fr-linked="true" href="mailto:info@clocksandcolours.com"></a>info@vitalydesign.com.While we do our best to modify customer orders, changes to customer orders are not guaranteed if the request does not comply with our policy.Orders that have already been fulfilled and/or shipped cannot be changed in any way.All shipped items are subject to the normal terms and conditions of our return/exchange policy. <h2 id="order-change-restrictions">Order Change Restrictions</h2>Change RestrictionsWe can only change the size or colour of items in orders once orders have been submitted. We cannot change the item entirely due to restrictions within our system. US Customer Restrictions&#xA0;Order change requests made by US customers can only be actioned within the first two hours of your order being submitted.This is due to the complex nature of our shipping system, where limited time is available to change an order before our team begins the fulfillment process of picking, quality checking, packing and shipping your order.If your order is more than two hours old, it cannot be changed. We apologize for any inconvenience this may cause. Special Exception: Preorder ItemsThe only exception to this rule is for items that were ordered as a Preorder, which are not presently in stock. If the item you wish to change or cancel is a preorder item, please contact our support team. <h2 id="what-happens-if-your-order-has-already-shipped">What happens if your order has already shipped?</h2>If your order has already been shipped, you will have to wait for it to arrive and handle your order as a normal return/exchange request. Once you receive your order, you can submit a standard return or exchange request by using our online portal, subject to all normal return/exchange terms and conditions. <h2 id="can-i-cancel-my-order">Can I cancel my order?</h2>You may contact us to request a cancellation of your order.Customers outside of the USA may contact customer support to request an order cancellation if their order has not shipped or been fulfilled. Please note that order cancellation requests are not always possible due to&#xA0;US customer order cancellation requests must be made within the two-hour submission window.Orders outside of the two-hour submission window are not eligible for cancellation unless they are a preorder.Cancelled orders are refunded to the original form of payment. Refunded orders typically require up to 10 business days to be reinstated to the original account, subject to the processing times of your payment provider.<h2 id> </h2><h2 id="can-i-change-the-items-in-my-order">Can I change the items in my order?</h2>You may contact us to request an item change in your order.US customer item change requests must be made within the two-hour submission window, unless the item is a Preorder&#xA0;item.We can only change the size or colour of items in orders once orders have been submitted. We cannot change the item entirely due to restrictions within our system.If you wish to change an item entirely, it must be cancelled, and a new order must be placed with the corrected items.If you wish to change or remove an item from your order, please contact our customer support team.To purchase a separate new item, please submit a new order via our website.

Order Change Policy

There are a number of circumstances that may result in your order being cancelled. If this has happened to you, we greatly apologize for any inconvenience this may have caused. Please note that all cancelled orders will have a refund submitted at the

<h2 id="isPasted">Why was my order unexpectedly cancelled? </h2>There are a number of circumstances that may result in your order being cancelled. If this has happened to you, we greatly apologize for any inconvenience this may have caused.Please note that all cancelled orders will have a refund submitted at the time of cancellation.All refunds will be returned back to the original payment method, including gift cards.Depending on your bank, this may require 3-10 business days to appear in your original account. <h2 id="fraud-order-cancellations">Fraud Order Cancellations</h2>Our fraud detection system&#xA0;may detect anomalies or areas of concern in your order, resulting in restrictions preventing your order from shipping.In these instances, our shipping team will contact you for more information to help with verifying and overriding any issues associated with your order If the fraud detection on your order cannot be overridden or bypassed, then your order will be cancelled and your payment will be refunded to the original payment type on file.Please note that we cannot override or expedite your order without the relevant information or your cooperation. <h2 id="unexpected-stock-shortage">Unexpected Stock Shortage </h2>On very rare occasions, an item may run out of stock unexpectedly.&#xA0; In these situations, we will contact you directly to inform you of your cancellation and refund.&#xA0;We greatly apologize for any inconvenience this may cause.Please note that stock shortages will not result in rainchecks or extensions on promotions or discounts.

Unexpected Order Cancellations

You may contact us to request an address change on your order. If you have made an error in your shipping address when submitting your order, contact us as soon as possible. If your order has already been fulfilled by our shipping team, then we canno

<h2 id="isPasted">Can I change my shipping address?</h2>You may contact us to request an address change on your order.If you have made an error in your shipping address when submitting your order,&#xA0;contact us&#xA0;as soon as possible.If your order has already been fulfilled by our shipping team, then we cannot change your shipping address.<h2 id> </h2><h2 id="what-happens-if-my-order-is-shipped-to-the-incorrect-address-i-used">What happens if my order is shipped to the incorrect address I used?</h2><span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Under these circumstances, we cannot accept any liability for the loss of your order if it does not arrive in your possession due to an incorrect address used at checkout.<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">This means that you will not be reimbursed for the cost of your lost order, nor will we provide a replacement. We apologize for any inconvenience this may cause. <h2 id="contact-the-delivery-carrier">Contact The Delivery Carrier</h2>If your package has already been fulfilled, the shipping carrier may be able to change your address. You will need to contact the carrier directly for their assistance, as we will not be able to authorize any changes to your order once it is fulfilled.In some instances, your order with the incorrect shipping address may be returned to us by the shipping carrier. If your item is returned to us as a result of an incorrect address, we will contact you to discuss how to move forward.

Changing A Shipping Address

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Return & Exchange

Vitaly Design

Information about making changes to your order, as well as order cancellations and what to do if your order has already been shipped.

Order Changes & Cancellations

Customer Conduct Policy

How To Contact Customer Support

Customer Support FAQ

Contacting Customer Support

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

Preorder Information

Pricing and Tax Information

Order Placement

Delivery Destinations

Shipping & Delivery Times

Shipping Rates

Customs, Duties & Import Fees

Can I order my items today and get them tomorrow?

Shipping Information

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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

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Account Deletion & Unsubscribe Requests

How do referrals work?

How To Complete A Referral

Referral Qualifications

Affiliate Links

Missing Rewards Code

Refer A Friend Program