Delivery, Returns, Exchanges & Repairs

Every Vivien Frank piece is handcrafted, and we want you to love wearing it. Below you'll find everything about how we ship, what happens with duties and taxes, and how returns and exchanges work. If anything is unclear, write to us at info@vivienfrank.com before you order — we're happy to help with sizing, measurements or photos of a piece on the hand.

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Shipping

Dispatch. In-stock pieces ship within 1–4 business days. Made-to-order and personalized pieces can take longer; the production time is shown on the product page. If you need a piece quickly, contact us before ordering or leave a note at checkout and we'll do our best.

Shipping options and delivery times (after dispatch):

Shipping is free on orders over $250. All parcels are insured and tracked; you'll receive a tracking link by email as soon as your order ships.

Customs clearance can occasionally add time. In rare cases, please allow up to 20 additional days for parcels held by customs or delayed by the postal service in the destination country. These delays are beyond our control, but we'll help you track the parcel.

Your shipping address. We ship to the address entered at checkout, so please double-check it. If a parcel is returned to us because of an incorrect address, we can re-ship or refund only once it has arrived back in Zürich, and re-shipping is charged at cost.

Risk of loss. Responsibility for the parcel passes to you once the carrier marks it as "Delivered" or "Attempted Delivery". If a parcel shows as delivered but hasn't arrived, contact us within 48 hours and we'll open an investigation with the carrier.

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Duties and taxes

Where duties are shown at checkout. For destinations where we calculate import duties and taxes at checkout (including the USA), the amount shown is paid by us to the customs authority on your behalf. Your parcel is delivered with nothing further to pay.

Please note: duties and taxes are not refundable. Customs authorities, including US Customs, do not return import duties once goods have entered the country, even if the item is later sent back. For this reason, duties, taxes and shipping are deducted from any return credit (see Returns below). This is the same reason we ask you to check measurements carefully before ordering.

Where duties are not shown at checkout. For other destinations, local import duties and VAT may be charged by your customs authority before delivery. These are your responsibility and vary by country; please check your local import rules before purchasing. If a parcel is refused because of import charges, the return shipping and the original shipping cost will be deducted from your refund, together with a 20% restocking fee.

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Returns and exchanges

We accept returns and exchanges within 14 days of delivery. Items must be unworn, in their original condition and in the original Vivien Frank box.

Orders delivered within Switzerland

• Return or exchange in our Seefeld boutique (Fröhlichstr. 56) or by post within 14 days of delivery (for postal returns, please contact us first).

• Exchanges and store credit are issued at the full item price. Refunds to the original payment method are issued at the item price less the original shipping cost.

International orders

• You may return an eligible item within 14 days of delivery for an exchange or store credit. Store credit never expires and can be used on any piece.

• The credit covers the full item price. Import duties and taxes paid on your behalf, and shipping costs, cannot be refunded — this is outside our control once the parcel has cleared customs.

• Return shipping is arranged and paid for by the customer. Please use a tracked, insured service and mark the parcel clearly as "Returned goods — Swiss origin" so it isn't taxed again on arrival in Switzerland. Items lost in return transit cannot be credited.
  

How to start a return

Email info@vivienfrank.com with your order number and the item you'd like to exchange. We'll confirm eligibility and send you the return address and instructions within one business day. Please don't send anything back before hearing from us.

Processing. Exchanges and credits are processed within 5 business days of receiving your return in Zürich. Refunds appear on your statement within 5–10 business days depending on your bank.

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Items that cannot be returned

To keep things fair and hygienic, the following are final sale and cannot be returned or exchanged:

• Custom, personalized and engraved pieces, and made-to-order items in non-standard sizes

• Earrings, for hygiene reasons

• Sale items, including items purchased with a discount or welcome code

• Gift cards

If you're unsure whether a piece is right for you, ask us before ordering — we're glad to send extra photos, exact measurements or a free ring sizer.

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