FAQs
Frequently Asked Questions (FAQs)
1. What is your return policy?
We do not accept returns, except for damaged or defective items. If you receive a defective product, please contact us within 14 days of receiving your order for a return or exchange.
2. How do I return a damaged or defective item?
If your item is damaged or defective, please email us at contact@brillivo.com with your order number and a photo of the damage. We'll assist you with a return or exchange.
3. Do you accept exchanges?
Exchanges are considered on a case-by-case basis. Please contact us if you'd like to exchange your item due to defects.
4. Can I get a full refund for my purchase?
We offer a 14-day Money Back Guarantee, excluding items purchased during sales or with discounts. A 25% administrative fee applies for returns.
5. What payment methods do you accept?
We accept payments through ShopPay, PayPal, Visa, MasterCard, American Express, and Discover.
6. How do I track my order?
After your order ships, you will receive an email with a tracking number. If you don't receive it, please contact us.
7.Do you ship worldwide?
Yes, we offer free worldwide shipping. Shipping is available to the USA, Canada, Europe, Oceania, and more.
8. What factors could affect the delivery time of my order?
Delivery times can be affected by the shipping carrier, customs processing, and public holidays. Weather or logistical issues may also cause delays, so please be patient.
9. Can I modify or cancel my order after it's been placed?
Once your order is confirmed, we are unable to make changes or cancellations. Please double-check your order details before completing your purchase.
10. How do I know if my jewelry will fit?
We provide detailed size charts for all our jewelry items. If you're unsure about the size, feel free to contact us, and we'll assist you in finding the perfect fit.
11. Why is my sterling silver jewelry tarnishing?
Over time, sterling silver may naturally oxidize. Storing it properly and wearing it often helps delay this process.
12. How can I become a Brillivo ambassador?
Join our Ambassadorship Program to receive discounts, gift cards, and the chance to be featured on our social media pages. Visit the program page for more details.
13. How do I apply for the Ambassadorship Program?
Simply submit the form on our partnership page, or email us at contact@brillivo.com to join the program.
14. What is the return period for my order?
Returns are accepted within 14 days of receiving your order, but may take up to 30 business days to process during peak times.
15. Can I return an item purchased with a discount or during a sale?
Unfortunately, items purchased with discounts or during a sale are not eligible for our Money Back Guarantee.
16. What should I do if my order hasn’t arrived yet?
If your order is delayed beyond the usual shipping times, please contact us for assistance.
17. How do I contact customer support?
You can reach our customer support team via email at contact@brillivo.com for any inquiries or concerns.
18. Do you offer gift cards?
Yes! We offer gift cards that can be used towards your next purchase. Check our website for more information.
19. How do I use a discount or promo code on my order?
At checkout, you'll find an option to enter your promo code. Simply input the code, and the discount will be applied to your total before payment.
20. What happens if my package is lost or stolen during shipping?
Please contact us immediately if your package is lost or stolen. We’ll work with the carrier to resolve the issue.