FAQ
PRODUCT
What are the pieces made of?
All our VANAOC jewellery is made from 18K Solid Gold. For more information, please check our materials page here.
ORDERS
How long will it take to receive my order?
Online orders are processed Monday through Friday AEST, excluding weekends and public holidays. Please allow 1-2 business days for your order to be processed and dispatched.
Once your order has been dispatched, you will receive an automated email notification providing you with a tracking number.
All Australia wide orders are dispatched by Australia Post Express which delivers within 1-3 business days depending on location, and international orders are dispatched by DHL Express which delivers within 3-7 days depending on location.
For more information about orders, shipping & delivery, visit here.
Can I change my order after it has been placed?
Unfortunately, orders may not be cancelled or changed once it has been placed.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Shopify Pay, Apple Pay and Google Pay.
What currency will I be charged in?
All customers will have prices displayed and charged in Australian Dollars (AUD). The amount will then be converted by your card provider to your local currency and may be subject to a conversion fee, depending on your card provider. VANAOC is not responsible for international transaction fees charged by customers bank.
SHIPPING
What are the delivery options and fees?
VANAOC offers complimentary Australia Post Express Service for all Australian orders and complimentary DHL Express for international orders.
How can I track my order?
Once your order has been dispatched, you will receive an automated email notification providing you with a tracking number, allowing you to track the progress of your parcel.
How long does shipping take?
1-2 days after you have placed your order, you will receive a confirmation email that it has been shipped, along with a link for tracking. All orders within Australia should arrive within 1-3 business days. All other orders outside of Australia is shipped via DHL Express Priority and should take 3-7 business days to arrive. Delivery time does depend on location and postal service capacity. For more information, visit here.
Where do you ship to?
Australia, Austria, Belgium, Canada, China, Croatia, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Italy, Japan, Mexico Netherlands, New Zealand, Norway, Portugal, Ireland, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom, United States of America.
If you are wanting to place an order to a country outside of this list, please email info@vanaoc.com and we will do our best to find a solution for you.
Do I have to pay for custom fees, duties & taxes?
VANAOC is not responsible for any possible custom fees, import duties and taxes, which may be applied by customs in the country where the delivery is made. Any custom fees, import duties, foreign taxes, or other fees which may be imposed are the customer’s responsibility. Please note that VANAOC does not have any control over these fees, and we cannot advise as to what the costs will be, as they vary by country. Please contact your local customs office for additional details. Please keep in mind that we are not responsible and cannot reimburse you for any customs and taxes paid upon delivery. VANAOC does not charge any additional fees other than the total amount owed for the order.
Is signature required upon delivery?
Due to the high value of our pieces, all deliveries require a signature upon delivery. If no one is available to sign for the parcel, it will be taken to the nearest post office or depot to be collected with photo ID.
What happens if I miss the delivery?
For Australia Post Express Post, your order will be taken to your local Australia Post office to be collected with photo ID.
For DHL, your order will be taken to the local depot. If this occurs, you may arrange another delivery attempt or contact DHL directly for other options.
How is my order packaged & shipped?
In an effort to be more sustainable, all our jewellery is packaged and sent with mostly eco-friendly packaging. Our cardboard boxes, protective mailer bags and all marketing material included are 100% compostable & biodegradable. Unfortunately, the inserts in our jewellery boxes are not eco-friendly as they are currently the best option available to provide maximum protection for our jewellery. However, we have the designed the jewellery boxes with the intention of it being kept forever to store your pieces – not thrown away.
RETURNS
What is your return + exchange policy?
We only offer credit notes or exchanges subject to the following conditions, found here.
Do I have to pay for postage if I return my item?
As all orders include complimentary postage already, unfortunately you will have to cover the postage cost for returns.
What do I do if my jewellery is faulty, or I received the wrong order?
We are so sorry if this is the case! All you need to do is contact info@vanaoc.com with further information and images attached, and our customer care team will assist you from there.
PRODUCT CARE + MATERIALS
How do I take care of my jewellery?
Please check our product care page here.
How and where is the jewellery made?
We pride ourselves on the materials used and practices followed. For more information, you can read about it here.
How can I confirm my ring size, earring size, necklace & bracelet length?
We recommend visiting our size guide here for information on how to confirm your sizes.