Refund policy

At ALV Luxe Vault, we stand behind every piece we sell. If something isn’t right, we’re here to help — please review the following to understand how our return, exchange, and refund process works.

Return Window
For eligible items, customers may request a return within 30 days after receiving their order. A return request does not mean the return or refund has been automatically approved. All requests are reviewed according to the conditions below.

Eligibility for Returns
To be eligible for a return, the item must be in the same condition it was received: unworn, unused, with tags if applicable, and in its original packaging. Please also have your receipt or proof of purchase ready.

How to Start a Return
To begin a return, please contact us at info@alvluxevault.com before sending anything back. Once your request is reviewed and approved, we’ll send you return instructions along with the return address. Items sent back without prior approval may not be accepted.

Non-Refundable Situations
Returns or refunds may not be accepted in the following situations:
- Size issues: If a size chart or measurements are provided, customers are responsible for selecting the correct size. Refunds for incorrect size selections will not be issued unless the product’s measurements differ from those stated in the listing.
- Preference or aesthetic concerns: If the item matches its product images and description but does not meet personal expectations regarding color, style, size, weight, or material, a return may not be accepted.
- Opened, worn, or used items: Products that have been worn, used, altered, damaged after delivery, or returned without original packaging may not be eligible for return.
- Hygiene-sensitive items: Earrings and other accessories with hygiene concerns may not be returned once opened, worn, or tried on, unless they arrive damaged or defective.
- Custom or personalized items: Customized, engraved, personalized, or made-to-order items are not eligible for return unless they arrive damaged, defective, or incorrect.
- Sale items and gift cards: Sale items and gift cards are final sale and are not eligible for return unless required by applicable law.

Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, contact us right away at info@alvluxevault.com with your order number and clear photos of the issue. Once reviewed, we’ll help with the best solution, which may include a replacement, exchange, store credit, or refund depending on the situation.

Return Shipping
Unless the return is due to an error on our part — such as a confirmed defective item or incorrect item shipped — customers are responsible for the cost of return shipping. Original shipping fees are non-refundable unless required by applicable law.

Refund Process
Once your return is received and inspected, we’ll notify you of our decision. If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at info@alvluxevault.com and we’ll look into it right away.

Exchanges
If you need a different item, the fastest option is to return the original item if eligible and place a new order. Exchanges are handled as separate purchases unless otherwise approved by our support team.

European Union — Right of Withdrawal
If you are a consumer located in the European Union, you have the right to withdraw from your purchase contract within 14 calendar days without giving any reason, also known as the “cooling-off period.”

The withdrawal period expires 14 calendar days from the day on which you, or a third party designated by you other than the carrier, take physical possession of the goods.

To exercise this right, you must notify us before the 14-day period expires by sending a clear written statement to: info@alvluxevault.com

If you withdraw, we will reimburse eligible payments received from you, including the basic cost of outbound delivery where required by law, except supplementary costs resulting from your choice of a non-standard delivery method. Reimbursement will be made using the same payment method as the original transaction unless expressly agreed otherwise.

We may withhold reimbursement until we have received the goods back or until you have provided proof of having sent the goods back, whichever occurs first.

You must return the goods no later than 14 calendar days from the day you notify us of your withdrawal. Unless otherwise required by law, the direct cost of returning the goods is borne by you.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

The right of withdrawal does not apply to goods made to your specifications or clearly personalized. It may also not apply to sealed items that are not suitable for return for health or hygiene reasons once opened, where applicable under law.

The restocking fee, preference-based return restrictions, and size-chart restrictions stated elsewhere in this policy do not apply to EU consumers exercising their statutory right of withdrawal.

Your Statutory Rights
Nothing in this policy limits any statutory rights you may have under applicable consumer protection laws, including rights related to damaged, defective, or incorrectly supplied goods.