FAQ

FAQS

 

Our Payment Methods include iDeal, Paypal, Creditcard, Bancontact, SOFORT,

 

If you have placed an order, the VÂYE team will work very hard to create the product with care and ship it to you as fast as possible. If we have any questions about your order, we will contact you through the data you have provided.

 

3. What do I do if there is a problem with my Vâyeorder?  

If there is a problem with your order, the Vâyeteam is available to help out as quickly as possible. You can contact us, make sure to keep your order number at hand. DM and e-mails will be answered during our office hours from Monday to Friday 9am – 5pm.

  

Many of these sites actually copy photographs and/or text directly from our official site. In addition, they may offer a believable discount on the suggested retail price of an alleged Vâyeproduct to make consumers believe they are receiving a good deal on a real product. Unfortunately, these deals are too good to be true and ultimately you may receive a low quality fake, or nothing at all.
Vâye does not have an online outlet website and rarely gives discount. 

 Processing times depends on the product. You can find specific processing times for every product in the “shipping” box in the product description. We process all online orders from the day before (f.e. if you order The Letter Necklace and we receive your order on Monday, we will process your order on Tuesday and start creating the jewels). Note: our processing and delivery times always are a guideline.

 

 We believe service is very important, therefore we will always try to repair your product in our atelier. Please feel free to contact us BEFORE getting advice from your well known jewelery shop nearby. We charge no reparation costs for your product. However, the costs for removing hair or knots from your product are €49. When completing the order, we charge shipping costs (these are our costs when we will send the repaired product back to you). We advise to use registered shipment when you send your product back to us. Please send your necklace in the original Vâye box and use the inserts of the insert to make sure the necklace doesn’t get tangled up. Always put your reperation ordernumber or your name & telephone number inside the package.

 

 We always strive to have the best after sales & service. We always keep an open mind and try to learn from our customer’s comments. If you have a complaint, you can contact us through the way you see fit. WhatsApp messages, SMS messages and e-mails will be answered during our office hours from Monday to Friday 9am – 5pm. We will contact you within 5 workdays.

 

We send our packages in the Europe with PostNL and internationally with DHL for you. Giftcards under €50 are sent twice a week by letterbox mail. In Turkey we partnered up with YURTICI KARGO.

 

RETURN POLICY

PERSONALISED JEWELLERY

All Vâye jewellery is handcrafted especially for your order. The personalised products can therefore not be returned. This is explicitly stated for each product.

There are a few products that are personalised but can be returned within 14 days as a gesture:
- Additions without engraving or memorials (except for the Laser Engraving, From Satin to Chain.
- Letter necklace
- Earrings
- Sahmeran

RETURNS

Vâye accepts returns within 14 days. Note: Returns are for your own account.

Return address:
Vâye Jewelery
Hippodroomlaan 157
1933 Sterrebeek

Pay attention!
– The package must be provided with a completely filled in return form. Without a return form we cannot exchange or return your items.
– When exchanging or returning, we recommend that you keep the track & trace code until you have received an email from us that your return has arrived.
– The product must be unworn.
– The package must be returned in the original packaging plus contents.

After receipt and approval, Vâye will refund the paid amount within 7 working days. Questions about your return? Send an email to vayejewels@gmail.com.

WARRANTY

We are focused on excellent quality and we consider it important to offer a good service and after sales.

An original Vâye product is made of 14k solid gold. All our products are produced according loving and traditional manners of excellentcraftsmanship. From the date of purchase we award a 12 month guarantee on all our jewelry.

You can contact us through DM or e-mail. You may expect us to answer from Monday until Friday 09 am – 5 pm. 

Do I have warranty on my Vâye jewelry?
Vâye will exchange manufacturing defects without costs until 12 months from the purchase date. Keep the warranty card (received with the purchase) for reparations. We will always try to repair your piece of jewelry after the warranty period has ended. You can’t derive any rights from this notification. General wear and tear, misuse or tarnish are not covered for the warranty.

What can I do if I lose my piece of Vâye jewelry or if they are stolen?
The Vâye warranty does not give entitlement to replacement or refund for lost or stolen items. We advise you to ensure valuable pieces of jewelry. 

PRODUCTION & SHIPPING

When we receive your order, we start the processing and customization of your product. All Vâye products are handmade in Turkiye. Different collections have different processing times.

Processing times
14 business days

21 business days

ALL diamond collections

Shipment methods
You will receive a track & trace as soon as we have given your order to the carrier.  International orders are shipped with DHL for you. Orders in Turkiye are shipped with Yurtici Kargo.

Customs 
Deliveries to countries outside EU might incur customs or import taxes. We don’t have any control over these charges, so unfortunately we can’t cover them for you. Import or customs costs of jewelry shipped to Vâye are for the customer. About the costs, our customer service will contact you.

Worldwide shipping: delivery time & costs
Vâye products can be shipped worldwide. When your order is shipped, you will receive a tracking code by e-mail. Delivery time & costs per country are:

Country	Costs	Expected delivery time (after shipment)
The Netherlands	9,90	3-4 business days
Belgium, Germany	€9,-	1-2 business days
France	€15,-	4-5 business days
Denmark, Austria	€20,-	5-6 business days
Monaco	€21,-	4-5 business days
Luxembourg, Spain, Czech Republic	€17,50	4-6 business days
Hungary, Slovenia	€20,-	5-7 business days
Italy	€20,50	5-7 business days
Sweden, Poland	€23,-	5-9 business days
Ireland	€20,50	5-10 business days
Portugal	€21,50	3-5 business days
Romania	€22,50	5-7 business days
Greece, Bulgary	€25,-	5-7 business days
United Kingdom	€25,50	5-8 business days
Latvia, Lithuania, Estonia	€27,50	5-8 business days
Finland	€28,50	5-8 business days
Switzerland	€40,-	5-8 business days
United States	€55	7-10 business days

 

 

MATERIAL & PRODUCT CARE

We are extremely proud of our designs and craftsmanship & very happy to share important details about the materials we use.

SOLID 14 K GOLD

All of our jewelry is made of 14k solid yellow, white, or rose gold. Vâye jewelry is made to wear every day and on every occasion. Wear your Vâye forever. 14k white and rose gold has a base of yellow gold. White gold has a layer of white rhodium, to give the product extra shine. When wearing a white gold or rose gold product, the yellow gold color can begin to show over time, this is a natural process. When this happens, we can rhodinate your piece of jewelry for you. The costs of this are €49 and free of charge within our Warranty terms.

 

Should You have any questions regarding this privacy statement, please contact Vaye using our contact details below.

Name:                                     VAYE jewels

Address:                                 Hippodroomlaan 157

Telephone number:             +32 486 99 44 71

Email address:                      vayejewels@gmail.com

Chamber of Commerce:     

This  privacy statement can be amended from time to time, for instance because of changes in legislation and regulations. We recommend that You regularly check this privacy statement for changes. Changes to this privacy statement become effective when they are placed on the Website.

 

Please contact the Belgian authorities for any kind of complaints, questions etc. regarding your privacy concerns.

Version: November 2024