FREQUENTLY ASKED QUESTIONS

You can return the purchased product within 14 days. You can use your right of withdrawal.

2) How long can I change the product I bought?
You can make a replacement within 30 days from the date of purchase.

3) What are the return and exchange conditions for personalized products?
Custom made; Specially sized products made in different colors, with names or similar things written, cannot be returned or exchanged, 

4) How do I send you the product I want to return or exchange?
If there is a defect or problem with the product you purchased, we pay the shipping cost.
If you want to return or change it arbitrarily, the shipping costs for the return or exchange belong to you. You can send the products with any cargo through any Insurance.

Our shipping address for Returns, Exchanges, Repairs.
Recipient Name: Vanhess Jewellery
Address: Unit 2424, 2929 Barnet Hwy, Coquitlam, BC V3B 5R5, Canada

5) When will my order be delivered to the cargo company?
Your orders are delivered to the cargo company within 5 working days at the latest.

6) In how many days will the custom-made products that I have made a special request and / or requested changes or additions be ready for delivery?
Personalized products are delivered to the cargo within 15 working days at the latest.

7) What are the payment options?
You can shop at vanhessjewellery.com with Credit Card, Visa, Mastercard, 
American Express, Discover, Diners Club, Interac, Shop Pay, Apple Pay, Google Pay.

8) I want to send product for repair. How can I send?
Vanhess products are under a lifetime repair and maintenance guarantee. You can send it for repair and maintenance at any time. The shipping cost of the shipments will belong to you.

9) Can I use the images published on the pianojewellery.com online sales site on my own site?
Images or texts published on vanhessjewellery.com cannot be used elsewhere without permission.

10) Do the same sales conditions apply in your stores?
The prices and sales conditions of the products on the vanhessjewellery.com site are only for purchases made from this site.

11) What are the processes when we return the product? When will the payment be credited to my account?
Returned products go through the control process, which takes at least 1 week after they arrive at our center. If the product you sent passes the control in accordance with your right of withdrawal, the amount you paid will be refunded with the same payment method.
Damaged etc. in a way that does not comply with the right of withdrawal. Products that are found are reported and sent back in the same way. You will be notified by phone or e-mail.
Note: While refunds to credit cards are usually in your account between 1-7 days, debit card (debit cards) refunds may take up to 30 days due to problems arising from the banking system.